Adam Evans
Phoenix,AZ
Summary
Senior IT Service & Operations Leader with 15+ years of experience managing enterprise-scale service desk and incident management organizations in 24/7 mission-critical environments. Proven expertise in IT Service Management (ITSM), incident, problem, and change management, workforce planning, and operational analytics. Strong record of reducing MTTR, improving SLA performance, increasing application availability, and leading cross-functional teams across onshore and offshore operations. Adept at aligning technology operations with business objectives through data-driven decision making and continuous service improvement.
Overview
16
16
years of professional experience
Work History
Senior Manager – National Service Desk
CHARLES SCHWAB
Phoenix, Arizona
11.2009 - Current
- Lead national onshore and offshore service desk teams supporting over 1,500 enterprise applications in a 24/7 environment. Serve as the primary escalation point for high-severity incidents, coordinating cross-functional teams to restore service and minimize business impact. Manage daily operations including workforce planning, call volume forecasting, SLA compliance, and resource optimization.
- Partner with technology owners to transition new applications into production support and ensure ITSM-aligned workflows. Developed executive-level dashboards improving visibility into intake volume, performance metrics, backlog, and work in progress (WIP). Drive incident, problem, and change management processes focused on reducing MTTR and improving service availability. Coach and mentor managers and analysts.
Business Process Analyst – National Service Desk
CHARLES SCHWAB
Phoenix, Arizona
- Analyzed complex operational and technical issues to develop business cases focused on customer impact and service improvement. Implemented process improvements that reduced incoming incident volume by 10%. Identified and delivered Continuous Service Improvement initiatives. Created Jira dashboards and centralized intake workflows.
Information Systems Engineer – Advisor Services
CHARLES SCHWAB
Phoenix, Arizona
- Supported a 24x7 mission-critical platform. Coordinated incident response and service restoration efforts. Created Splunk dashboards, architecture diagrams, recovery procedures, and led service account compliance initiatives.
Technical Client Support Representative – Advisor Services
CHARLES SCHWAB
Phoenix, Arizona
- Provided advanced technical support to Financial Advisors and RIAs. Achieved top performance rankings.
Education
Associate of Applied Science - Software Development
ITT Technical Institute
Tempe, ArizonaSkills
ServiceNow, Jira, Confluence, Remedy, NICE, WFM, Splunk, Tableau, SQL, Oracle, WebLogic, NET, Red Hat Linux, SolarWinds, PowerShell, Microsoft Server, Citrix, VMware
CORE SKILLS
IT Service Management (ITSM), Incident Management, Problem Management, Change Management, Service Desk Operations, 24/7 Operations Support, Mean Time to Restoration (MTTR), SLA Management, Operational Analytics & Reporting, Dashboard Development, Agile Project Management, Jira and Confluence, Workforce Management & Planning, Process Improvement, Continuous Service Improvement (CSI), Cross-Functional Leadership, Vendor & Stakeholder Management
Timeline
Senior Manager – National Service Desk
CHARLES SCHWAB
11.2009 - Current
Business Process Analyst – National Service Desk
CHARLES SCHWAB
Information Systems Engineer – Advisor Services
CHARLES SCHWAB
Technical Client Support Representative – Advisor Services
CHARLES SCHWAB
Associate of Applied Science - Software Development
ITT Technical Institute