Service Support Manager
Flexential
Charlotte, NC
10.2019 - Current
- Created KPI strategy for employee performance which was reported directly to COO and departmental VP
- Created company Major Incident and Major Case process which aligned to ITIL standards
- Developed supervisor MBOs for department metrics around ITIL response and resolution SLOs for 4,500 enterprise customers
- Created standard operating procedures for all technicians and service support supervisors which was adopted company-wide
- Interpreted director strategy to define departmental performance from efficiency perspective
- Created Spotlight Customer program, cross-functional multi-departmental process which identified at-risk customers via data analytics
- Created process within ServiceNow for tagging and reporting on poorly implemented or onboarded customers
- Developed training program for employee quality monitoring and development
- Coached leader reports through cultural, performance, and training strategies
- Set process and expectations for employee scheduling, and departmental PTO for 44 technicians and 8 supervisors
- Iterated on departmental employee Gallup survey program to increase employee engagement across all functions
- Created company shadowing program which allowed for cross-departmental mentorship opportunities and growth internally
- Created departmental employee remote hiring and training process which allowed for company to target specific areas of industry as cost-savings method
- Created internal cross-departmental hiring process to target data center employees as cost-savings method
