Michael Stephens

Team Leader: Oversees and leads the End-User Service Desk team, ensuring they are motivated, trained, and equipped to handle user issues effectively.

Incident Coordinator: Managed the incident lifecycle, ensuring that incidents were accurately logged, prioritized, and resolved in a timely manner. Tracked and analyzed key performance indicators (KPIs), assessed the effectiveness of the End-User Service Desk team, and identified areas for improvement.

Training and Development: Trained, coached, and mentioned the End-User Service Desk team. Managed and coordinated the training of four different outsourced service desk teams in Germany, Mexico, and the U.S. Provided on-site training for those abroad. Created and maintained all KB articles as needed.

Process Manager: Developed, implemented, and maintained IT service management processes and procedures to enhance service delivery.

Service Level Manager: Monitored and reported on service level agreements (SLAs) and ensured that the service desk met or exceeded performance targets. Provided ongoing training and development opportunities for the End-User Service Desk team to ensure they have the necessary skills and knowledge.

Escalation Point: Act as an escalation point for complex or high-priority issues that cannot be resolved by service desk analysts.

Communication Liaison: Served as a primary point of contact between the IT department and other business units and ensured clear communication and understanding of IT services and processes. Engaged with stakeholders to understand their needs and expectations, and ensured that the End-User Service Desk team aligned with business goals.

Quality Assurance: Ensured the quality of service provided by the End-User Service Desk team, which included regular reviews, audits, and feedback mechanisms. Ensured that the

End-User Service Desk team operations adhered to organizational policies, industry standards, and regulatory requirements.