Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
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Michael Kruger
Open To Work
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Michael Kruger

North Babylon,NY

Work Preference

Job Search Status

Open to work
Desired start date: Open to discussion

Desired Job Title

Tier 1 Service Desk ManagerHelpdesk Support Technician

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: North Babylon, NY, US
Open to relocation: No

Salary Range

$75000/yr - $200000/yr

Important To Me

Career advancementWork-life balancePersonal development programsHealthcare benefits401k matchCompany CultureWork from home optionPaid time off

Summary

Dynamic Tier 1 Service Desk Manager at NFP, An Aon Company, skilled in incident management and AI tool implementation. Proven track record in enhancing service desk operations and developing staff, driving adherence to ITIL best practices, and fostering cross-functional collaboration to deliver exceptional user-centered support.

Overview

8
8
years of professional experience

Work History

Tier 1 Service Desk Manager

NFP, An Aon Company.
11.2022 - Current
  • Managing day‑to‑day Service Desk operations, coaching and developing front-line support analysts, and driving adherence to ITSM best practices
  • Work closely with cross‑functional technology teams to ensure effective triage, escalation, and resolution of incidents and service requests
  • Strengthened incident management, request fulfillment, onboarding support, and knowledge management processes
  • Defined clear processes for technicians to enhance operational reliability
  • Set, manage and create goals for technicians and continually guide them annually to ensure their goals are met
  • Review, respond, and audit technician metrics, surveys and trainings
  • Analyzed data trends and metrics from incoming tickets to determine responses and resolutions.
  • Develop, automate, and implement AI tools for workflow improvements for both technicians and customers

Helpdesk Support Technician

Sage Parts
01.2022 - 11.2022
  • Manage user accounts through Active Directory
  • Support users on a variety of devices including cell phones, windows laptops and desktops, and WinTerminals
  • Supported users with troubleshooting and equipment needs across diverse devices
  • Connect via VNC, TeamViewer or Citrix Director to support users globally
  • Guide users on using Cisco AnyConnect VPN software when working remotely
  • Manage and support users via Microsoft Office 365 products and services
  • Configure all equipment before handing it out to users based on jobs requirements and permissions

Level I Technician

Softworld Inc.
Floral Park, NY
07.2018 - 01.2022
  • Managed system-wide operating system and software deployments as well as related software upgrade problems.
  • Investigated and corrected problems with printers, copiers and other peripheral devices.
  • Answered and triaged requests for assistance in order to provide top-notch support.
  • Set up hardware and software in optimal configurations to meet network performance requirements.
  • Created user accounts and assigned permissions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Configured hardware, devices, and software to set up work stations for employees.

Education

Bachelor of Science - Programming & Information Systems

Farmingdale State College
Farmingdale
01-2018

Certificate - Customer Technical Support

Katherine Gibbs Institute
Melville
01-2008

Skills

  • Service desk management
  • Incident management
  • Help desk software
  • ITIL framework
  • IT management
  • Change management
  • Data analysis
  • Cross-functional collaboration
  • Customer management
  • Onboarding training
  • Staff management
  • Critical thinking

Timeline

Tier 1 Service Desk Manager

NFP, An Aon Company.
11.2022 - Current

Helpdesk Support Technician

Sage Parts
01.2022 - 11.2022

Level I Technician

Softworld Inc.
07.2018 - 01.2022

Bachelor of Science - Programming & Information Systems

Farmingdale State College

Certificate - Customer Technical Support

Katherine Gibbs Institute

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Michael Kruger