Frank Spanola
Sussex,NJ
Summary
IT Service Management Leader with global oversight of enterprise technology support across U.S. and U.K. operations, driving operational excellence within complex, multi-regional environments. Proven track record of strengthening SLA performance, maturing incident, problem, and change governance, and elevating service quality through ITIL-aligned frameworks within ServiceNow ecosystems.
Trusted leader of cross-functional teams, transforming reactive support models into proactive, data-driven service organizations that enhance stakeholder confidence and business continuity. ITIL 4 certifications and Certified IT Service Manager (CITSM) with deep expertise in vendor governance, executive-level reporting, and scalable global service delivery strategy.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Manager - Enterprise Technology Support
Boldyn Networks
New York, NY
08.2025 - Current
- Driving global service excellence through leadership, process ownership, and continual improvement.
- Lead and mentor 9 members of the global Enterprise Technology Support team
- Drive service excellence and team engagement
- Own incident, problem, and change management processes, including CAB coordination
- Ensure SLA compliance and deliver actionable service performance reporting
- Champion knowledge management and continual service improvement initiatives
- Oversee major incident communications and escalation protocols
- Design and implement service improvement plans across technical teams
- Establish strong ITIL-aligned service delivery culture, leveraging ServiceNow
- Identify process gaps and drive enhancements using customer feedback and metrics
- Collaborated with strategic IT vendors to implement best practices, optimize inventory and asset management, and drive operational efficiency across enterprise environments.
Digital Service & Operations Manager
Boldyn Networks
New York, United States
04.2024 - 09.2025
- Lead cross-regional IT service delivery, managing the U.S. internal support team and collaborating closely with U.K. operations to ensure seamless, high-quality service across time zones.
- Design and execute Service Improvement Plans (SIPs) across technical delivery teams, achieving consistent gains in service performance, efficiency, and user satisfaction.
- Champion a strong service delivery culture rooted in ITIL and ITSM best practices
- Identify and resolve gaps in ITIL-aligned processes, optimizing workflows within a ServiceNow-based service management environment.
- Drive Continuous Service Improvement (CSI) through KPI monitoring, trend analysis, and customer feedback loops, enabling data-driven enhancements to service delivery.
- Implement and govern the Change Advisory Board (CAB).
- Mentor and lead a team of 6 direct reports; provide coaching, performance evaluations, and training to support team development and retention.
- Troubleshoot escalated technical issues as needed, collaborating with engineering and support teams to minimize downtime and maintain service continuity.
- Build strong cross-functional relationships and influence key stakeholders to support operational goals and business outcomes.
- Collaborated with strategic IT vendors to implement best practices, optimize inventory and asset management, and drive operational efficiency across enterprise environments.
Senior IT Systems Analyst
Boldyn Networks
New York, United States
06.2023 - 04.2024
- Manage Boldyn Networks US Helpdesk team of support personnel who troubleshoot and resolve IT issues.
- Ensure the US Helpdesk team uses the required tools and software to identify, document, track and resolve reported problems.
- Monitor team performance and develop feedback from end users.
- Provide day-to-day desktop support by analyzing requirements, resolving problems, installing hardware and software solutions through an internal IT Helpdesk ticketing system.
- Assist with the administration/maintenance of the internal and cloud-based IT systems such as MS Azure, Office 365, AD, DNS, and various backup solutions.
- Assisting with researching, designing, and implementing various security systems to protect the organization's Data and Assets.
- Identify the organizational needs of IT systems.
- Document internal procedures & IT training manuals for users
- Monitor computer networks for potential security issues and install security software
- Collaborated with strategic IT vendors to implement best practices, optimize inventory and asset management, and drive operational efficiency across enterprise environments.
IT Systems Analyst
Boldyn Networks
New York, New York, United States
07.2022 - 06.2023
- Provide day-to-day desktop support by analyzing requirements, resolving problems, installing hardware and software solutions through an internal IT Helpdesk ticketing system.
- Assist with the administration and maintenance of the internal and cloud-based IT systems such as MS Azure, Office 365, AD, DNS, and various backup solutions.
- Assisting with researching, designing, and implementing various security systems to protect the organization's Data and Assets.
- Identify the organizational needs of IT & IS systems
- Vendor management and product management.
- Document internal procedures IT and IS & training manuals for users
- Monitor computer networks for security issues, install security software, participate in ISO 27001 audits.
- Collaborated with strategic IT vendors to implement best practices, optimize inventory and asset management, and drive operational efficiency across enterprise environments.
IT Help Desk Engineer
Boldyn Networks
New York, NY
06.2016 - 07.2022
- Lead IT Helpdesk technician
- Office 365 Administration
- Monitor and respond quickly and effectively to requests received from end users
- Document internal procedures for InfoSec/IT & training manuals for users.
- Incorporate new technology into current systems.
- Investigate/monitor security breaches and other cyber security incidents.
- Identify, research, and suggest improvements to the current IT and InfoSec processes.
- Assist with Server and Network related tasks.
Network Operations Consultant
Boldyn Networks
New York, New York
03.2016 - 05.2016
- Assist with IT helpdesk end user requests
- Onboarding/offboarding users
- Day to day network performance monitoring
- Installation of network hardware and network troubleshooting
Network Operations Intern
Boldyn Networks
New York, New York
10.2015 - 02.2016
- Assist with IT helpdesk end user requests
- Onboarding/offboarding users
- Day to day network performance monitoring
- Installation of network hardware and network troubleshooting
Support Administrator Intern
Leebro POS
New York, New York
07.2015 - 08.2015
- Learned skills in restaurants Point of Sale Technology.
- Worked with computer software and hardware troubleshooting.
- Training in hardware setup, software configuration, and issues with operating system.
- Learned customer support interactions skills through on and off-site technical support.
Education
Bachelor's Degree - Information Technology
New Jersey Institute of Technology
Newark01-2015
High School -
Lyndhurst High School
Lyndhurst, NJ01-2011
Skills
- IT Service Governance (ITIL 4)
- Global IT Operations Leadership
- Major Incident & Change (CAB) Governance
- Strategy & Executive Reporting
- Strategic IT Vendor Governance & Contract Alignment
- Service Improvement Planning (SIP / CSI)
- Risk, Compliance & ISO 27001 Alignment
- Enterprise Support & Endpoint Strategy (M365 / Azure AD)
- Cross-Functional Stakeholder & Team Leadership
- Automation & Workflow Modernization
Certification
- ITIL 4 Practitioner: Incident Management
- Certified IT Service Manager (CITSM)
- ITIL4 Foundation
Timeline
Senior Manager - Enterprise Technology Support
Boldyn Networks
08.2025 - Current
Digital Service & Operations Manager
Boldyn Networks
04.2024 - 09.2025
Senior IT Systems Analyst
Boldyn Networks
06.2023 - 04.2024
IT Systems Analyst
Boldyn Networks
07.2022 - 06.2023
IT Help Desk Engineer
Boldyn Networks
06.2016 - 07.2022
Network Operations Consultant
Boldyn Networks
03.2016 - 05.2016
Network Operations Intern
Boldyn Networks
10.2015 - 02.2016
Support Administrator Intern
Leebro POS
07.2015 - 08.2015
Bachelor's Degree - Information Technology
New Jersey Institute of Technology
High School -
Lyndhurst High School