Andrew Leach
New York
Summary
Data-driven, solutions-focused IT service leader with a proven track record in IT service management, automation, and continuous improvement. Over 12 years of experience leading diverse technical teams (including technicians and data scientists) to achieve top-tier performance in complex, fast-paced environments. Played a key role in numerous cloud and Active Directory migrations following acquisitions, while providing high-level VIP/C-level support. Recognized as a thought leader in AI-driven service delivery (expert in Moveworks and UiPath) and a frequent conference speaker on leveraging AI and automation to optimize business outcomes.
Overview
14
14
years of professional experience
Work History
Continuous Service Improvement Manager
Hearst Technology
New York
01.2018 - Current
- Lead enterprise IT service improvement initiatives focused on AI-driven support, automation, and process optimization
- Own and champion the Moveworks AI chatbot platform (“Herbie”) and drive adoption of innovative solutions to enhance the employee support experience, while managing a dedicated CSI team
- Spearheaded the implementation and ongoing ownership of the Moveworks AI chatbot platform, achieving a ~60% bot-first resolution rate for Level 0 support requests
- Led numerous automation initiatives using UiPath RPA and custom integrations (Azure + ServiceNow), eliminating repetitive manual tasks (e.g
- Account provisioning, password resets) and streamlining workflows
- Serve on Hearst’s AI adoption steering committee, collaborating with cross-functional leaders to identify opportunities for AI and automation across IT support
- Manage and mentor a Continuous Service Improvement team of 2 analysts
- Drove enhancements that garnered considerable positive feedback from employees and executives
- Recognized internally as the subject matter expert for AI and service optimization – leveraged for training IT staff and presenting success metrics to senior leadership
- Invited to present at industry conferences to share Hearst’s success in AI-powered IT support
Service Desk Manager
Hearst Technology
New York
01.2016 - 01.2018
- Managed the global IT Service Desk operations and team (12 direct reports) across Hearst’s businesses
- Oversaw end-to-end incident management and service request fulfillment for a global user base, maintaining SLA targets and delivering excellent customer service
- Restructured the entire service desk ticketing process and service catalog, improving workflow efficiency and clarity of services offered
- Led all hiring, training, and professional development for the service desk team
- Analyzed service desk performance through ServiceNow and Five9 reports, presenting actionable insights and recommendations to senior leadership
- Evaluated and guided the adoption of new support tools and technologies
- Implemented performance metrics and regular coaching, which resulted in improved team productivity and consistently high customer satisfaction ratings
- Oversaw service desk integration efforts during major transitions like the rollout of Office 365, migration to Azure Cloud, and onboarding of multiple acquired business units
Systems Analyst
Hearst Magazines
New York
01.2011 - 01.2016
- Served as a first point of contact for technical support to employees, delivering timely help via phone, email, chat, and in-person
- Diagnosed and resolved a wide range of technical issues for end-users, logging and tracking all incidents using a ticketing system
- Managed user accounts and access controls (account creation, password resets, group permissions) in Active Directory and other systems
- Assisted in developing and upholding procedures for incident logging, escalation, and tracking
- Managed the IT asset inventory and database, conducting regular audits and tracking hardware/software assets across the organization
- Worked closely with senior technicians and other IT teams to escalate complex issues and coordinate resolution efforts
- Consistently met or exceeded service level targets for response and resolution time
Education
Bachelor of Science - Political Science And Government
University Of Maryland
College Park Maryland06-2003
Associate of Arts - English
Harford Community College
Bel Air, MD06-2001
Skills
- IT Service Management & Leadership: ITIL Best Practices, Service Desk Management, SLA/KPI Management, Continuous Service Improvement (CSI), IT Asset Management (ITAM), Team Leadership & Mentoring, Vendor Management, Customer Service, Stakeholder Communication
- Automation & AI: Moveworks AI Chatbot Platform, Conversational AI for IT Support, UiPath Robotic Process Automation (RPA), AI-driven Analytics & Reporting, Process Automation & Optimization, Knowledge-Centered Service (KCS)
- Cloud & Infrastructure: Microsoft Azure & Azure AD, Amazon Web Services (AWS), Office 365, Active Directory (Quest Active Roles)
- Tools & Technologies: ServiceNow ITSM, Five9 Cloud Contact Center, Altiris Deployment Solution, Jamf (Casper) Suite, Microsoft SCCM, Slack & Microsoft Teams integration
- Hardware & Support: PC & Mac Hardware Support, Windows/macOS Administration, End-User Training & Support
- Certifications: ITIL v3 Foundation (2013), Knowledge-Centered Service (KCS) 60 (2020), CompTIA A (2004), UiPath Orchestrator Certified, HDI Knowledge Management, HDI Support Center Management
Timeline
Continuous Service Improvement Manager
Hearst Technology
01.2018 - Current
Service Desk Manager
Hearst Technology
01.2016 - 01.2018
Systems Analyst
Hearst Magazines
01.2011 - 01.2016
Bachelor of Science - Political Science And Government
University Of Maryland
Associate of Arts - English
Harford Community College
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