HANNAH FAHEY
Waukee,Iowa
Summary
Dynamic IT leader with a proven track record of driving customer satisfaction and operational excellence. Skilled in problem-solving, ITIL service management, customer retention, revenue growth, and relationship building, I have led high-performing teams to enhance service delivery, achieving a 200% increase in renewal revenue while fostering a collaborative and motivated work environment.
Overview
18
18
years of professional experience
Work History
Managed Services Support Manager
Carrier Access IT
Clive, Iowa
01.2025 - Current
- Lead and manage a team of seventeen Managed Services engineers, providing mentorship, coaching, and ongoing performance support to ensure high-quality service delivery.
- Drive exceptional customer satisfaction by ensuring managed services consistently meets and exceeds client expectations.
- Oversee day-to-day support desk operations while aligning service delivery with business goals and client needs.
- Act as an escalation point for high-priority client issues, ensuring timely resolution, clear communication, and customer retention.
- Lead continuous improvement initiatives to modernize all support desk operations.
- Develop, implement, and refine operational processes to improve efficiency, scalability, and service quality.
- Apply ITIL best practices to optimize service management, change management, incident resolution, and continuous improvement initiatives.
- Foster professional growth through targeted training, development plans, and career advancement opportunities for team members.
- Promote a positive, collaborative work environment that emphasizes work-life balance, teamwork, and employee engagement.
- Cultivate a supportive and inclusive team culture where engineers feel motivated, valued, and empowered to contribute their best work.
- Partner with leadership and stakeholders to align managed services strategy with organizational objectives.
Manager of Service Delivery
OneNeck IT Solutions
Urbandale, Iowa
10.2022 - 01.2025
- Delivered strategic and day-to-day management of eleven Service Delivery Managers (SDMs) to drive customer satisfaction.
- Communicated the value of service offerings to customers, including work in progress, alignment of service descriptions with service delivery, and proactive communications.
- Created and drove internal process changes and standard operating procedures to increase efficiency and improve customer and internal satisfaction.
- Embraced a "That is not my job" mentality, taking great enjoyment in making customers and employees happy.
- Provided coaching, mentorship, and career guidance and development to all SDMs.
- Drove successful conclusions to maintain high levels of satisfaction with customers and internal departments.
- Promoted a culture of personal responsibility, teamwork, and a strong focus on meeting customer needs.
- Proven experience in planning, leading, and delivering strategic initiatives with measurable positive impact.
- Project management experience in a leadership role, with a successful track record of leading complex projects.
- Drove product adoption and positive customer experience, which let to customer retention rates increasing.
- Demonstrated extensive professional written and oral communication skills, with a strong ability to engage high-profile customers in urgent situations.
Service Delivery Manager III and Supervisor
OneNeck IT Solutions
Urbandale, Iowa
02.2016 - 10.2022
- Led a team of thirteen Service Delivery Managers at OneNeck IT Solutions.
- Managed the overall and ongoing service delivery of our Managed Services, ReliaCloud, CSP and Data Center customers.
- Regularly communicated and managed the ongoing relationships with our clients, as well as all internal relationships.
- Identified solutions and drove resolutions for customer difficulties.
- Advocated for customers, ensuring their business and life were easier through their partnership with OneNeck.
- The IT world is all about delivery and I strive to deliver the best service and support for our customers, as well as internally at OneNeck.
- Continued in my role as Service Delivery Manager III and worked with multiple dedicated high-profile clients.
- As SDM Team Lead, I added additional responsibilities to my role; such as assisted with SDM Manager duties, including; focusing on SDM training, mentoring, escalations, internal process projects and day-to-day operational responsibilities.
Senior Support Agreement Representative, Team Lead
OneNeck IT Solutions
Urbandale, Iowa
02.2008 - 02.2016
- Responsible for the day-to-day management and selling of the companies maintenance renewal contracts with a focus on the renewal of Hewlett-Packard, CISCO and all third party software maintenance contracts.
- Generated quotes for contract renewals. Understood price discounts and the technology language needed to create and explain technical quotes to customers.
- Effectively sold customers on the value-added services provided by OneNeck, particularly where competitors' pricing was lower than OneNeck's.
- Raised the total renewal revenue from $1 Million to over $3 Million in two years' time.
- Proactively pursued and identified new clients and business opportunities.
- Fielded and answered questions from customers and sales representatives as they related to their contract renewals.
- Communicated effectively with clients to identify needs and evaluate alternative business solutions.
- Composed Managed Recurring Revenue quotes based on engineer and sales representatives requests.
- Designed and maintained the Managed Services quoting check-list for engineers and sales representatives.
- Updated and reconciled all contracts in our system database with constructed Amendments.
- Reconciled all Managed Services invoicing on a monthly basis.
- Responsible for training sales representatives and engineers on Monthly Recurring Revenue processes.
- Supported Division Director with process improvement and strategic project execution.
- Created a motivational culture, within my Team, of sales achievement and teamwork.
- Continually pursued opportunities to increase customer satisfaction and deepen client relationships.
- Proved the ability to multitask and perform well under pressure.
Education
Bachelor of Arts - General Communication
University of Northern Iowa
Cedar Falls, IA 08.2003 - 12/2007
Skills
Experienced in providing professional written and oral presentations, especially in high-pressure situations
Ability to work independently with limited supervision
Expertise in building and maintaining strong relationships with customers and my team members
Resourceful, committed and adaptable in day-to-day operations
Self-starter who is disciplined, organized, detail-oriented, a task driver and goal-oriented
Staying calm under pressure and finding solutions to problems quickly
ITILV3 Certification
Graduate of a Foundational Leadership Program
Timeline
Managed Services Support Manager
Carrier Access IT
01.2025 - Current
Manager of Service Delivery
OneNeck IT Solutions
10.2022 - 01.2025
Service Delivery Manager III and Supervisor
OneNeck IT Solutions
02.2016 - 10.2022
Senior Support Agreement Representative, Team Lead
OneNeck IT Solutions
02.2008 - 02.2016
Bachelor of Arts - General Communication
University of Northern Iowa
08.2003 - 12/2007