IT Director ServiceNow & Jira Service Desk Expert ITIL/ITSM

ANTHONY Q. SINGLETON

**** ****** ** ****** *****, MD 21220 ***********@*****.*** 415-***-****

SUMMARY OF QUALIFICATIONS

Results-driven Director of Information Technology and decorated U.S. Marine veteran with 20+ years of experience leading enterprise IT initiatives across diverse sectors—including biotech, finance, manufacturing, government, real estate, retail, and education. Known for building IT departments from scratch, stabilizing chaotic environments, and aligning technology with business goals. Hands-on leader with deep expertise in end-user services, infrastructure, cybersecurity, and ITSM platforms like ServiceNow and Jira. Proven success managing cross-functional teams, executing complex rollouts, and mentoring talent across technical disciplines. Brings mission-first focus, battle-tested discipline, and a relentless drive to deliver results—making an immediate impact wherever deployed.

CORE COMPETENCIES

• IT Service Management (ITSM) ServiceNow Jira Service Desk

• Major Incident & Problem Management ITIL Best Practices

• Asset Lifecycle Management CMDB Configuration

• 24/7 Operations Executive & End User Support

• Vendor & Project Management KPI/SLA/OLA Governance

• Patch Management Audio-Visual & Digital Systems

• Infrastructure & Network Support HRIS Integration

• Transformational Leadership Veteran Team Mentorship PROFESSIONAL EXPERIENCES

Director of Information Technology

70E Solutions – Butler, PA Nov 2024 – Aug 2025

Brought structure, vision, and strategic alignment to a previously unstructured IT environment. Established the company’s first formal IT department, built cross-functional teams, and led multiple enterprise-wide technology initiatives. Oversaw cybersecurity, infrastructure, and application support while introducing a culture of collaboration, continuous improvement, and results-driven innovation.

• Aligned IT strategy with core business goals, developing a forward-looking roadmap for modernization and scalability.

• Directed server and network engineering teams to maintain robust cybersecurity and ensure data integrity.

• Spearheaded enterprise software rollouts, infrastructure upgrades, and business-critical system improvements.

• Balanced timelines, budgets, and ROI across complex projects to ensure smart, sustainable IT investments.

• Built and mentored a cross-functional IT team, fostering a culture of growth, accountability, and innovation.

• Managed internal resources and external vendors to streamline service delivery and strengthen partnerships.

Director of IT End User Services

Novavax – Gaithersburg, MD Nov 2022 – Mar 2024

Led enterprise-wide end-user services during a critical period of growth and transformation for a global biotech firm. Directed cross-level IT staff, optimized ServiceNow environments, and ensured delivery of intuitive, reliable, and secure IT services. Served as a bridge between technology and business, driving user satisfaction, process automation, and vendor performance while embedding ITIL-aligned best practices into every layer of service delivery.

• Directed teams of IT leaders, engineers, and technicians, setting clear expectations and deliverables across projects, incidents, and service requests.

• Administered and continuously improved ServiceNow ITAM, CMDB, and ITSM modules to enhance operational efficiency and data accuracy.

• Partnered with Infrastructure teams to ensure seamless service delivery and adherence to enterprise standards.

• Championed proactive engagement with end users to assess service effectiveness and elevate satisfaction.

• Designed and implemented ITIL-based policies, procedures, and automations for consistent, cost-effective support.

• Managed vendor relationships, conducted quarterly business reviews, and drove innovation and accountability in service contracts.

• Oversaw the full asset lifecycle—from procurement to retirement—including endpoint strategy and technology selection.

Senior Manager of Technology Services and Support

Medifast Inc. – Baltimore, MD Feb 2020 – Nov 2022 Led a multi-functional Technology Services department spanning Call Center, Service Desk, Major Incident Response, Field Support, and Desktop Engineering. Oversaw the first line of IT engagement across a national footprint, aligning tech support with fast-scaling business operations in retail, logistics, and manufacturing. Spearheaded Jira-based service delivery, optimized ACD platforms, and partnered cross-functionally to enable organizational growth through reliable, high-touch technology services.

• Directed Level 1 and Level 2 support teams across corporate HQ, two warehouses, and a manufacturing site, delivering seamless tech support nationwide.

• Implemented and optimized Jira for incident, change, and performance management; integrated ACD tools (NICE CXone, InContact) to enhance call center efficiency.

• Defined expectations and metrics around service queues, SLAs, and technician performance while mentoring junior staff and IT interns.

• Partnered with business stakeholders to design and deliver IT solutions aligned with high- growth objectives and operational needs.

• Led Major Incident and Change Management processes, ensuring rapid response and minimal business disruption.

• Oversaw deployment and support of IT assets (Windows/Mac, printers, peripherals) across distributed sites and high-volume environments.

• Collaborated with Infrastructure teams to uphold ITIL-aligned practices, improving service quality and end-user satisfaction.

Senior Manager, End User Technology & Support

Rodan + Fields – San Francisco, CA Nov 2016 – Feb 2020 Directed 24/7 global IT support operations for a high-growth beauty and wellness company serving over 10,000 consultants. Oversaw all facets of end-user technology including Service Desk, Desktop Engineering, vendor management, and ITIL-based service practices. Led key digital transformation initiatives including ServiceNow implementation, remote access modernization, PCI compliance, and infrastructure support while developing future-ready IT talent and optimizing user experience across global offices.

• Led global Service Desk operations and managed third-party vendors to ensure consistent, around-the-clock support.

• Supervised team of 4 Desktop Engineers (Mac/Windows) and 10+ Service Desk Technicians, providing project oversight, queue management, and career mentoring.

• Transitioned ticketing system from Magic to ServiceNow, enhancing visibility, incident tracking, and escalation workflows.

• Designed and maintained the Patch Management process for end-user systems including test and deployment protocols.

• Oversaw ACD technology operations supporting a call center of 10,000+ consultants.

• Developed PCI compliance standards and created technical roadmaps in collaboration with InfoSec and Infrastructure.

• Partnered with network and server teams to implement scalable end-user technology solutions across locations.

• Created and launched Walk-Up IT Service Desks across multiple campuses to enhance on-site support.

• Established and maintained a Major Incident Management process aligned with ITIL best practices.

• Negotiated and deployed a Managed Print Solution, including cloud-based Follow Me printing for distributed environments.

• Led transition from RSA to GlobalProtect VPN, significantly improving secure remote access and endpoint control.

• Rolled out Digital Signage systems to streamline internal communications across departments and campuses.

Service Desk Manager

Insight Global – San Francisco, CA Jun 2014 – Nov 2016 Led day-to-day IT support operations at a major client site, managing service delivery, staff performance, and support processes across desktop and mobile platforms. Oversaw a team of desktop professionals, drove a successful migration to ServiceNow, and introduced in-person Walk-Up support services to enhance responsiveness and end-user satisfaction. Combined hands-on technical support with mentorship and operational improvements in a dynamic, high- demand environment.

• Managed a team of 4 Desktop Support professionals, setting expectations for ticket handling, queue management, and customer service.

• Directed ServiceNow migration for the helpdesk, improving incident tracking, SLA compliance, and reporting capabilities.

• Designed and launched a Walk-Up IT Support Counter to deliver immediate, face-to-face assistance to users.

• Provided daily support for mobile and endpoint devices, including iPhones, Androids, iPads, and laptops.

• Mentored junior IT staff, fostering a growth-oriented team culture and developing foundational technical skills.

EDUCATION, CREDENTIALS AND ASSOCIATIONS

Graduate Certificate in Project Management for IT/IS - Villanova University, St. Davids, PA Graduate Certificate in Project Management - University of Delaware, Newark, DE Certified Associate in Project Management (CAPM) - Villanova University, St. Davids, PA B. Science Degree in IT (unfinished 4th year – 115 credits) - National University, La Jolla, CA Small Computer Systems Specialist Course - US Marine Corps Communications School Communications Chief Course - US Marine Corps Communications School Finance Clerk Course - US Marine Corps Financial Management School Scrum Alliance ServiceNow Certified System Administrator (CSA) – Pending Aug 2025 Six Sigma White Belt Certification – Jul 2025

Certified ScrumMaster (CSM) 2019 – Scrum Alliance

ITIL Foundations Certification 20 I 7 - PeopleCert ITIL Service Transitions Certification 2018 – PeopleCert ITIL Service Operations Certification 2019 - Axelos Real Estate Salesperson License (PA and CA Inactive)

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