IT Service Desk Manager Global End-User Support Leader
Resume:
PETER KRASUSKI
Phone Email LinkedIn
*****.********@*****.*** https://www.linkedin.com/in/peter-krasuski
IT OPERATIONS LEADER
Strategic and results-driven IT Operations Leader with 15+ years of experience supporting high-performing financial services firms, including Clayton, Dubilier & Rice, Perella Weinberg Partners, and Eton Park Capital. Proven success in leading global teams, driving enterprise-scale support initiatives, and delivering exceptional service to C-suite executives, investment professionals, and advisors. Recognized for executing cost-saving technology strategies, enhancing end-user experience, and aligning IT services with business outcomes. Expertise spans IT service management, lifecycle operations, security compliance (FINRA/SEC), vendor and contract negotiation, and global collaboration platform deployment (Zoom, Office 365, Intune, VDI). Adept at managing complex stakeholder needs, including VIP support, remote work enablement, and cross-functional leadership across infrastructure, security, and compliance. Known for cultivating customer-centric, high-performance teams, building scalable support frameworks, and delivering measurable improvements in efficiency, satisfaction, and risk mitigation. Committed to continuous improvement and future-focused technology adoption in dynamic, fast-paced environments.
Areas of Expertise
●IT Operations
●Service Management
●User Support
●Lifecycle Management
●Third-Party Systems & Infrastructure
●IT Security, Compliance & Regulatory Alignment
●Team Leadership
●Training
●End-User Experience & Satisfaction
●Data Visualization
●Project Management
●Vendor Management
Professional Experience
Global End User Support Manager, Clayton, Dubilier & Rice, LLC, New York, NY 2018-June 2025
One of the oldest private equity investment firms worldwide
Leadership & End-User Support
Team Leadership: Led IT operations supporting 370+ U.S.-based users and advisors, including former CEOs from GAP, Boeing, and Disney. Led a global team of engineers and service desk professionals, driving high performance through clear goals and regular performance reviews.
CEO Support: Provided exclusive support to the CEO in five remote locations, offering seamless ongoing technology regardless of work area.
Customer Support: Provided 24/7 monitoring and issue resolution to ensure uninterrupted operations.
Migration Management: Migrated user workstations to Office 365 and Windows 11, improving productivity.
Remote Enablement: Modernized U.S. conference rooms with Zoom to facilitate remote collaboration during COVID.
Security Compliance: Maintained 95%+ device compliance for enterprise security and operational integrity.
Training & Onboarding: Delivered training and orientations for 250+ employees, supporting smooth onboarding.
Knowledge Management: Created comprehensive end-user documentation to improve support efficiency.
IT Operations & Service Management
Service Desk Management: Directed global IT support operations, ensuring consistent SLAs and responsiveness.
ITIL Framework: Maintained ITIL-based processes for incident, change, problem, and request management.
Performance Metrics: Established and tracked KPIs to evaluate support effectiveness and optimize operations.
Issue Resolution: Acted as final escalation point, delivering rapid solutions and white-glove executive support.
Global Team Leadership: Managed engineers and service desk teams with clear goals and performance reviews.
24/7 Workplace Technology & Device Management
Executive Support: Delivered concierge-style support to executives and family office staff.
Lifecycle Management: Oversaw onboarding, provisioning, and deprovisioning of desktops, laptops, iOS devices.
Remote Access Engineering: Enabled hybrid work with VDI, VPN, and secure mobile device support.
Collaboration Tools: Managed Zoom, Teams, and related platforms; maintained conference, print, and VoIP systems.
Third-Party Systems & Infrastructure
System Integration: Integrated Bloomberg terminals and market data platforms with internal systems.
Cloud Infrastructure: Managed secure cloud operations, ensuring scalability and cost-efficiency.
Vendor Management: Oversaw SLAs and vendor relationships to maintain service continuity and performance.
Compliance & Regulatory Alignment
Regulatory Compliance: Ensured compliance with SEC, FINRA, and internal audit controls on IT communications.
Mobile Device Management: Deployed MDM to meet regulatory and internal standards.
Cross-Functional Alignment: Partnered with Infrastructure, Procurement, and Compliance to align IT services.
Strategic Operations, Procurement & Improvement
Strategic Alignment: Aligned IT services with firm-wide goals through direct collaboration with senior leadership.
Procurement Oversight: Negotiated vendor contracts and managed IT procurement and inventory lifecycle.
Process Optimization: Launched automation and self-service tools to reduce overhead and increase satisfaction.
User Feedback: Leveraged end-user input to enhance services and inform product/support decisions.
Reporting: Produced executive-ready reports on IT performance, risk mitigation, and improvement initiatives.
IT Support Manager, Perella Weinberg Partners, New York, NY 2007-2017
Recognized global advisory and asset management entity - 625 employees, $12.6 billion AUM. PWP has advised on transactions valued at more than $1 trillion
IT Solutions: Achieved optimal solutions all for in-house assistance requests, ensuring 24/7 support of hundreds of users in multiple states and abroad. Escalated issues and reduced time needed to resolve them in a satisfactory manner, meeting short deadlines, anticipating crises to prevent them before they occur.
Team Leadership: Led a 8-person team over 11 years, creating and monitoring staff schedules to ensure seamless after- hours, weekend, and holiday support.
IT Services: Played a pivotal role in establishing service policies, optimizing departmental operations.
Customer Service: Provided direct VIP support to upper management and coordinated Town Hall meetings.
Vendor Management: Managed vendor relationships and technology procurement within budgetary constraints.
Cybersecurity: Conducted ongoing cybersecurity training, promoting greater vigilance by users.
Desktop Management: Oversaw various infrastructure desktop projects, ensuring timely and efficient execution.
Work Culture: Fostered a collaborative and productive work culture through effective communication and teamwork.
Earlier Technology Career Experiences
Demonstrated career progression to eventual management by providing comprehensive IT consulting, supporting trading floor activities, building and maintaining multiple workstations and server rooms, and monitoring ARD lines and data circuits for diverse PE and hedge funds, including Eton Park Capital and Amber Capital, while working in the following firms:
EZE Castle Integration, NY, NY 2006 – 2007
Gravitas Technology, NY, NY 2004 – 2006
Oscar Gruss & Son, NY, NY 2000 – 2004
Applications & Systems
Operating Systems –Windows, OS X, iOS
Market Data – Bloomberg; CapitalIQ; FactSet
Software– Microsoft Office 365; Adobe Acrobat; Azure; Intune; MobileIron; Exchange 365; Teams; OneDrive; SharePoint; RSA; MS Authenticator; KACE Ticket Management; ServiceNow; Copilot; Security System with Intellex Camera Management; CISCO VPN; Beyond Trust
Hardware – Lenovo and Microsoft Surface laptops; Poly video conference systems; Avaya CM and Aura Messaging; IPC and Speakerbus Turrets; CISCO Unified Communication Manager ; ZOOM Portal Management
Peripherals -enterprise level Canon ImageRunner copiers; home Wi-Fi and mesh networks
Mobile – Apple iOS; AT&T and Verizon accounts administration
Education & Continuing Professional Development
Business Administration & Computer Science - Warsaw School of Economics, Warsaw, Poland
Computer Science, Military Training - Military Academy of Technology, Warsaw, Poland
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