It service desk manager, large team management (50+)
Resume:
Tony Parente
SUMMARY
I have over a decade of experience in customer service, call center work, and have an extensive background in technical troubleshooting, record keeping, and networking logistics, both in the field as well as in an office setting. Most recently lead the IT Service Desk at Stifel as an IT Service Desk Manager with my eyes on the future.
I am a very upbeat, energetic individual with a strong drive to grow personally and professionally. I am very focused on the details but have an excellent grasp on the big picture and have used that mentality to build my career and relationships both personal and business.
EXPERIENCE
Stifel - IT Service Desk Manager
Saint Louis, Missouri • 01/2023 - 05/2025
(Promoted from IT Service Desk Team Lead)
Led a high-performing team of over 50 service desk professionals, overseeing end-to-end operations across multiple shifts, and supporting a large-scale end-user base.
Hired over 40 analysts and achieved strong employee retention fostering a career growth culture, resulting in over 35 internal promotions.
Designed and implemented a call monitoring and quality assurance program that significantly improved user satisfaction scores and lowered the team's escalation percentage by almost 50%.
Collaborated cross-functionally with department managers and business units to clarify service workflows and execute process improvements, enhancing service efficiency and alignment with business goals.
Spearheaded initiatives that led to a drastic decrease in ticket escalations and queue wait times, while boosting overall service desk responsiveness and user satisfaction.
Stifel - IT Service Desk Team Lead
Saint Louis, Missouri • 08/2022 - 01/2023
(Promoted from IT Service Desk Senior Analyst)
Directed daily operations and performance management for a 40+ member service desk team, including hiring, coaching, KPI reporting, quality monitoring, and driving white-glove service across incident, request, and problem workflows.
Stifel - IT Service Desk Senior Analyst
Saint Louis, Missouri • 10/2021 - 08/2022
(Promoted from IT Service Desk Analyst)
Acted as a first line escalation point for Service Desk operations, driving analyst training, mentorship, queue management, performance tracking, documentation, and service quality initiatives across the department
Stifel - IT Service Desk Analyst
Saint Louis, Missouri • 04/2019 - 10/2021
Served as the primary IT contact for all Stifel employees, managing end-to-end incident/request lifecycle while supporting technologies like MobileIron, Azure, AD, and Microsoft tools, and contributing to workflow, documentation, and portal enhancements.
Intervision Systems - Service Desk Technician
Chesterfield, Missouri • 07/2017 - 03/2019
Served as the primary point of contact for NOC issues and Helpdesk support, managing ticket lifecycles in ConnectWise, resolving hardware, networking, and Active Directory issues, and coordinating with ~75 clients weekly on onboarding, billing, and contract-related matters.
Level 3 - Network Technician
O'Fallon, Missouri • 09/2012 - 10/2016
Provided Tier 1 support in a NOC environment, troubleshooting data and voice issues (Cisco routers/switches, Overture), updating tickets, and maintaining top 10% performance in call quality, volume, and availability over 3 years.
REFERENCES
References available upon request.
CONTACT
*************@*****.***
Saint Ann, MO 63074
www.linkedin.com/in/tony-parente-4bb51657/
SKILLS
SLA / KPI monitoring and reporting
ITIL Framework (Incident, Problem, Change Management)
Coaching, staff mentoring, and development
Large team management (50+ reports)
Executive-level reporting and metrics presentations
EDUCATION AND TRAINING
Associate of Applied Science: Digital Entertainment & Game Design
ITT Technical Institute
Arnold, MO
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