IT Support Team Leader over Service Desk, Help Desk & Desktop Support

Walter C. Roth

Madison, WI 608-***-**** *********@*****.*** linkedin.com/in/waltcroth

SERVICE DESK LEADERSHIP IT SUPPORT OPERATIONS CONTACT CENTER OPERATIONS

Professional Summary

ITIL 4 Foundation and HDI Support Center Manager-certified IT leader with CompTIA A+, Microsoft MCP, and 20+ years building high-performing enterprise service desks and contact centers. Leads remote and global teams with measurable results: 99% Incident SLA, 97% Request SLA, 50% lower cost per contact, and stronger service delivery through workforce analytics, coaching, escalation leadership, and continuous improvement. Combines hands-on technical support expertise with people-first leadership, developing employees into stronger problem solvers and future leaders. Known for turning recurring issues into practical process improvements that increase consistency, efficiency, and customer satisfaction. Serves as a senior escalation point for complex customer and technical issues, coordinating resolution across support, infrastructure, security, and business teams. Maintains hands-on expertise troubleshooting hardware, software, Windows, connectivity, endpoint, access, and collaboration-platform issues.

Core Competencies

Service Desk Leadership • Remote Team Leadership • Workforce Management • Staffing & Scheduling • Queue Management • Ticket & Call Trend Analysis • KPI & SLA Management • ServiceNow ITSM (comparable to Freshdesk and Jira Service Management) • Contact Center Operations • Escalation Management • Coaching • Performance Management • Succession Planning • Continuous Improvement • Knowledge Management • Major Incident Coordination

Technical Skills

Technical Platforms: ServiceNow • Windows 10/11 • Microsoft 365 • Active Directory • SCCM • Microsoft Intune • Microsoft Teams • VPN • ACD/IVR • Telephony

Technical Support: Desktop & Endpoint Support • Hardware & Software Troubleshooting • Imaging & Deployment • Mobile Device Support • Printer & Peripheral Support • AV Support • Remote & Walk-Up Support • Incident & Problem Management • Root-Cause Analysis • Escalation Resolution • Knowledge Management • Ticket Documentation

IT Field Service Management Group Leader L2

Eurofins NSC USA – Madison, WI May 2021 – July 2025

Directed daily operations for a 12-person remote enterprise support team distributed across the United States and Canada, managing workload, staffing, coaching, performance, and escalations.

Maintained 99% Incident SLA and 97% Request SLA for twelve consecutive months.

Analyzed ticket and call-volume trends and tracked SLA, CSAT, FCR, MTTR, ASA, backlog, ticket aging, and technician productivity.

Partnered in developing ServiceNow operational dashboards for leadership reporting.

Used operational metrics to identify staffing needs, coaching opportunities, and process improvements.

Coordinated technician scheduling and resource allocation to maintain service levels during changing demand.

Built job descriptions, onboarding programs, mentoring plans, and promotion paths supporting employee development and succession planning.

Owned technical and customer escalations through resolution and supported knowledge management and major incident response.

Collaborated with teams across the United States, Canada, Costa Rica, and India, supporting follow-the-sun handoffs from U.S. operations to Costa Rica and India and back to the United States.

IT Field Service Support Technologist

Eurofins NSC USA – Madison, WI Sep 2020 – Apr 2021

Provided primarily hands-on Tier 1 and Tier 2 enterprise support through walk-up, remote, Microsoft Teams, and escalated support channels.

Imaged, configured, deployed, diagnosed, and repaired Windows PCs, including component replacement and endpoint lifecycle support.

Installed and supported standard and business-specific applications, performing advanced diagnostics to isolate complex failures.

Changed endpoint VLAN assignments and resolved local network connectivity issues.

Installed and configured network printers and provided frontline support for printers and multifunction devices.

Supported MFA enrollment and authentication resets, restoring access for users with locked accounts.

Promoted into management within eight months based on technical performance and leadership.

Service & Support Team Lead

Lands' End – Dodgeville, WI Jun 2017 – Feb 2020

Led an 18-person multi-channel support organization responsible for staffing, scheduling, workload distribution, SLA performance, and escalations.

Reduced cost per contact from $36 to $18 through workflow redesign and shift-left initiatives.

Leveraged ServiceNow to implement self-service and knowledge management capabilities.

Implemented IVR, telephony, and outage procedures to improve service consistency.

Led recruiting, interviewing, onboarding, coaching, and performance management.

Managed vendor relationships that reduced annual costs by $28,000.

Worked closely with Security, Infrastructure, Network Operations, and Retail leadership.

Service Desk Lead

Apex Systems (Client: Lands' End) – Dodgeville, WI Jan 2017 – Jun 2017

Stabilized a five-person service desk through coaching, accountability, and standardized processes.

Improved first-contact resolution from approximately 20% to 65% within five months.

Implemented knowledge management, quality monitoring, ACD, and IVR capabilities.

Converted to full-time employment based on performance.

Service Desk Technical Team Lead

American Family Insurance – Madison, WI Jan 2001 – Jul 2016

Supported enterprise operations serving more than 25,000 users across phone, email, chat, and web.

Progressed from contractor to Technical Team Lead within four years.

Led incident, problem, and knowledge management initiatives.

Reduced new-hire ramp-up time by approximately 50% through improved onboarding.

Created the Mentor Line model reducing misrouted tickets by approximately 50%.

Monitored trends to identify outages and initiate major incident response.

Education

Bachelor of Arts, Business Administration – Lakeland College

Bachelor of Arts, Marketing, Minor in Economics – Lakeland College

Associate of Arts, Business Management – College of DuPage

Associate of Arts, Marketing – College of DuPage

Certifications

HDI Support Center Manager (2026) • ITIL 4 Foundation (2026) • CompTIA A+ • Microsoft Certified Professional (MCP)

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