Derek Lachowski
Hilliard,OH
Summary
Results‑driven Service Desk and Operations Leader with 25+ years of experience directing enterprise IT support and contact center teams. Known for rebuilding underperforming service desk functions, strengthening SLA compliance, and implementing KPI‑driven reporting frameworks that improve visibility and decision‑making. Proven ability to develop high‑performing teams, optimize workflows, and lead in complex security, financial, and technical environments with strong stakeholder engagement and operational discipline.
Overview
26
26
years of professional experience
Work History
Global Service Desk Manager
Allied Digital Inc.
Columbus
03.2025 - 03.2026
- Led Level 1 Service Desk operations supporting Morgan Stanley’s security and financial applications in a high‑risk, compliance‑driven environment.
- Rebuilt the service desk function end‑to‑end by implementing new quality frameworks, operational workflows, and performance dashboards to improve customer experience and transparency.
- Directed 24x7 ITSM operations with strict SLA adherence, monitoring analyst performance metrics and driving continuous service improvements across global support teams.
- Managed client communications and provided executive‑level KPI and CPI reporting, consistently meeting or exceeding contractual performance targets.
- Oversaw major incident handling from intake through resolution, ensuring timely updates, root cause clarity, and strong stakeholder engagement.
- Supported onboarding and transition governance by aligning processes with ITIL guidelines, security requirements, and operational best practices.
- Developed and retained a high‑performing support team through structured hiring, onboarding, training, coaching, and professional development.
Operations Manager
Mphasis Inc
Columbus, OH
07.2023 - 02.2025
- Oversaw day‑to‑day operations across three global contact centers, ensuring consistent delivery of SLAs and high‑quality customer support in a multiclient environment.
- Directed team performance through structured coaching, training, and accountability frameworks, achieving 90% adherence SLA and delivering training to 100% of team members.
- Implemented operational governance practices by defining performance benchmarks, monitoring key metrics, and producing dashboards that improved leadership visibility and decision‑making.
- Led business process improvement initiatives to streamline workflows, enhance productivity, and strengthen service quality across multiple lines of business.
- Coordinated system rollouts and technical integrations, ensuring seamless deployment with minimal disruption to ongoing operations.
- Partnered with cross‑functional teams—including operations, WFM, QC, and technical groups—to resolve issues, support client requirements, and maintain contractual delivery standards.
- · Delivered support in a fast‑paced, SLA‑driven environment similar to MSP operations, reinforcing risk controls, operational stability, and continuous improvement.
Team Manager
Tangoe Inc.
Columbus, OH
11.2013 - 07.2023
- Led end‑to‑end people management for service desk teams, including performance reviews, goal setting, development planning, recruiting, hiring, onboarding, and training.
- Directed daily service desk operations with sustained focus on SLA compliance, workflow optimization, and customer satisfaction.
- Acted as the primary escalation point for complex issues, ensuring timely resolution and clear communication with internal stakeholders and enterprise clients.
- Implemented benchmarking, reporting, and analytics to improve productivity, service quality, and leadership visibility.
- Led system rollouts and supported organizational and technical transitions, maintaining operational stability during change.
- Performed statistical analysis to support workforce capacity planning, forecasting, and resource allocation.
- Owned incidents from intake through resolution, ensuring accurate documentation, proactive updates, and strong stakeholder engagement.
Internal Help Desk Supervisor
Teleperformance USA
Columbus
02.2000 - 11.2013
- · Supervised internal help desk operations, including hiring, training, scheduling, performance management, and compensation support for Tier 1–3 technical support staff.
- Directed the lifecycle of technical support tickets involving software, hardware, VPN, network, and workstation issues, ensuring timely resolution and proper escalation.
- Monitored core performance metrics—ticket volume, average ticket age, resolution times, and first‑contact resolution—to improve service quality and operational efficiency.
- Enforced cybersecurity and compliance protocols, including password standards, virus management, and data privacy requirements within secure BPO environments.
- Managed hardware provisioning, computer staging, software licensing, and inventory controls for internal employees and remote work‑at‑home agents.
- Partnered with Workforce Management, HR, and Facilities to support onboarding, internal transfers, and day‑one technical readiness for new hires.
- Applied project management practices to improve productivity, service continuity, and operational stability across fast‑paced support operations.
Education
High School Diploma -
Moon Area HS
Moon Township, Pennsylvania05-1995
Skills
- Service Desk Leadership & Contact Center Operations
- SLA Governance, KPI/CPI Reporting & Dashboarding
- Incident & Problem Management (ITSM / ITIL)
- Workflow Optimization & Automation
- Escalation Management & Stakeholder Communication
- Workforce Planning, Capacity Forecasting & QA
- Team Coaching, Development & Structured Onboarding
- Operational Analytics, Trend Analysis & Process Improvement
Timeline
Global Service Desk Manager
Allied Digital Inc.
03.2025 - 03.2026
Operations Manager
Mphasis Inc
07.2023 - 02.2025
Team Manager
Tangoe Inc.
11.2013 - 07.2023
Internal Help Desk Supervisor
Teleperformance USA
02.2000 - 11.2013
High School Diploma -
Moon Area HS