Service Delivery Manager
Responsible for the management, planning and delivery of on-site IT management services at Health Now. Managed 18 team members on 4 teams (Service Desk, Desktop, Security Operations, including 1 remote site). Services included technical support, build/deploy computers, asset management, mobile device management and processing security requests. Provided technical and operational expertise in policies and procedures. Responsible for staffing, hiring, terminations, performance appraisals and promotions.
- Transformed team to be highly successful, winning Strive for Excellence Award 3 straight
- Increased first call resolution from 75% to 86%.
- Managed P&L at + 60%.
- Oversaw 100% compliance of meeting SLA's and KPI's in accordance with master services
- Reduced support costs by developing new workflows and support processes.
- Managed Desktop execution of Windows 7 Project for 2500+ machines; completed on time.