Jay Leonard
Needham,MA
Summary
I’ve always been grateful for the opportunity to lead a team of growth oriented, globally dispersed individuals on a mission to improve the productivity of others. I like to imagine the value that will come from employees being 25% more productive a couple years from now and design strategies for how my teams can make that happen. That’s what’s energizing about IT support in my experience. It gives me the chance to help remove the blockers others have in achieving their goals and to develop the careers of people on my team while doing that.
Overview
11
11
years of professional experience
Work History
Global Director, Technology Experience & Helpdesk
HubSpot
Cambridge, MA
02.2018 - Current
- Reduced tickets per employee by over 50%
- Automated all the purchasing, ordering and deployment of employee hardware
- Automated 30% of Helpdesk tickets through a single-stop-shop IT portal
- Collaborated with Infrastructure IT teams to reduce incidents per employee
- Deployed Service Now’s ITSM module across 12 internal support functions
- Unified regional helpdesk teams into one global service provider
- Launched and scaled the IT asset management & employee lifecycle team
- Launched & scaled the Business Systems Technician team to centralize technical support for customer facing and quote-to-cash teams
Senior Manager of End User Support
Wayfair
Boston, MA
08.2016 - 02.2018
- Delivered high quality IT support experience for Wayfair employees
- Built comprehensive analytics program to conduct real time trend analysis to keep tickets per employee below SLA
- Deployed low touch self-help solutions through knowledge base
- Centralized support systems to create a one-stop-shop experience for employees
Manager of Service Desk and NOC
Wayfair
Boston, MA
08.2012 - 06.2015
- Launched and scaled the Service Desk Team from 3 local technicians to a global team of 10
- Optimized an on call service to provide 24-7 support for employees and critical website incidents
- Launched a Production Support Engineering team that reduced website outages and outage downtime
- Evolved the team into a global NOC that monitored and managed storefront infrastructure
Education
Bachelor of Arts - Theology
Boston College
Chestnut Hill, MA05.2007
Skills
- Strategy Development
- Stakeholder Engagement
- Cross-functional Team Leadership
- Performance Management
- Training and Development
- Organizational Development
- Global Operations Management
- Talent Acquisition
- Data Analysis
Volunteer Experience
Treasure on the Board for Noah’s Ark Preschool in Needham, Ma 2021- Present
Timeline
Global Director, Technology Experience & Helpdesk
HubSpot
02.2018 - Current
Senior Manager of End User Support
Wayfair
08.2016 - 02.2018
Manager of Service Desk and NOC
Wayfair
08.2012 - 06.2015
Bachelor of Arts - Theology
Boston College