Service Desk Director /Manager

Lead global service desk operations, achieving significant cost reductions, and enhancing service delivery quality through strategic planning and governance.

Expertise in training program development, SLA management, and continuous improvement initiatives, consistently exceeding performance metrics and enhancing customer satisfaction.

Operations Optimization Offshore / Onshore BPO Vendor Management

IT Governance Process Improvement Customer Success Management

Technology

Salesforce CRM Service Now Five9 Contact Center Digital Certificate support API Workforce Management KCS Methodology MS Co-Pilot Citrix ICA Client Support VPN Support Cisco Unified Communications NICE

Notable Achievements

oConsolidated 3 global teams into a single Service Desk resulting in $500K annual cost savings.

oStreamlined operations for a global Service Desk that enhanced customer satisfaction ratings by 60%, decreased average abandon rate by 50% and increase first contact resolution by 30%.

Experience

IT Service Desk Director and Service Delivery Manager

Bristol Myers Squibb, Tampa, FL July 2021 – Present

Lead a 24x5 Specialty Service Desk team providing application support for the Field Sales force and Scientific R & D organizations, while also serving as Service Delivery Manager (Tampa location) for the quality of all local IT Services.

Key Achievements:

oGoverned offshore provider operations for general service desk functions resulting in a 30% reduction in incidents.

oRe-engineered new hire training program reducing time to proficiency for an agent by 50% from 8 weeks down to 4 weeks.

oUtilized dashboards and reports to manage the day-to-day service levels provided by the team resulting in 20% improvement against established SLA’s.

Contact Center Director

Depository Trust & Clearing Corporation (DTCC), Tampa, FL November 2015 – March 2021

Directed a global 24x7 call center with a team of 72, improving operational efficiency across five countries and overseeing a training team dedicated to customer support for diverse business lines.

Key Achievements:

oAchieved a $500K reduction in annual operating costs by insourcing help desk operations and consolidating teams into a unified global Help Desk.

oEnhanced service quality by increasing the team size from 30 to 65 agents while consistently surpassing annual KPIs and improving First Contact Resolution by 20% through a revamped quality control program.

oBoosted customer satisfaction scores annually by introducing a comprehensive training program, setting service standards, and implementing a cloud-based telephony system to enhance client experience and reduce costs.

Service Desk / Onboarding Director (July 2010 – November 2015)

Managed the provisioning of user entitlements for mainframe and web systems, processing over 2,200 requests weekly. Enhanced client onboarding by refining system processes, reducing time to market and minimizing risk.

Key Achievements:

oAchieved annual cost savings of $1.2M by transitioning help desk operations to a BPO in Manila and India.

oIncreased access request completion rate from 80% to 100% through improved user management processes.

oReduced risk incidents by 30% through the implementation of Access Databases to track all requests.

Other Relevant Experience

Concentra, Inc. - Director of Call Center Operations and Onboarding

Skills

ITSM & ITIL Methodologies Strategic Planning Project Management Call Center Metrics Training Program and Curriculum Development Coaching and Mentoring Policy & Procedure Development Budget Forecasting KCS Methodology Workforce Forecasting Capacity Planning QA Reviews Problem Solving Conflict Resolution

Education

Bachelor of Science Business Administration, Bridgewater State University, Bridgewater, MA

Contact this candidate