Riley Willis
Supervisor, Service Center
Montrose,United States
Summary
IT Service Center Supervisor with experience leading service desk operations in enterprise environments. Oversees ticket triage, escalation workflows, and service performance metrics to ensure SLA adherence, operational efficiency, and high-quality customer support. Experienced in onboarding and offboarding processes, enterprise application administration and support, and implementing process improvements through Root Cause Corrective Action (RCCA) initiatives to improve service reliability and reduce recurring issues. Coordinates cross-functional teams during high-impact outages, providing real-time communication to executive leadership and driving timely resolution of critical issues.
Overview
5
5
years of professional experience
Work History
Supervisor, Service Center
Tandem Diabetes Care
01.2026 - Current
- Oversee employee and contractor onboarding and offboarding processes, including account provisioning, deprovisioning, and access reviews to ensure security, compliance, and seamless transitions.
- Lead Root Cause Corrective Action (RCCA) meetings to identify recurring issues, analyze contributing factors, and implement sustainable solutions to improve service reliability and reduce repeat incidents.
- Manage Remote Service Desk scheduling and workforce planning to optimize team coverage, balance workloads, and maintain efficient support operations.
- Supported Agentic AI implementation by analyzing and optimizing IT service workflows, documenting current-state processes, and translating operational procedures into automated AI-driven solutions. Developed workflows for ticket management, service requests, and software provisioning while improving knowledge delivery through KB article integration to reduce manual support efforts and improve user self-service.
- Manage daily IT ticket triage and escalation workflows, ensuring issues are accurately prioritized, routed to the appropriate teams, and effectively coordinated through resolution.
Applications Support Analyst
Tandem Diabetes Care
01.2025 - 01.2026
- Managed user access, permissions, licensing, and application configurations across enterprise applications, ensuring appropriate access levels, accurate role assignments, and reliable user support. Supported account provisioning, deprovisioning, access changes, and troubleshooting of access-related issues.
- Provided Tier 2 application support by troubleshooting workflow and business process automation issues involving Dynamics365 CRM and ERP, escalating defects, enhancement requests, and system design concerns to IT Business Partners and Software Engineers when changes required application development or business process modifications.
- Supported enterprise application access management processes with a focus on SOX compliance, auditing, and internal controls. Reviewed and maintained user access, security roles, and permissions across business applications, ensuring appropriate access levels, accurate documentation, and compliance with audit requirements.
Senior IT Technician/IT Technician
Tandem Diabetes Care
09.2021 - 01.2025
- Assisted with user lifecycle management processes, including onboarding access requests, permission provisioning, security role assignments, account updates, and employee offboarding activities to maintain proper access controls.
- Delivered Tier 1/2 technical support to internal users across multiple departments, diagnosing and resolving issues related to hardware, software, applications, user access, and general IT operations.
- Supported endpoint management processes, including device configuration, software deployments, security compliance requirements, and troubleshooting enterprise applications to maintain system reliability and user productivity.
- Contributed to improving troubleshooting workflows by documenting recurring issues, updating knowledge resources, and identifying process improvements.
Skills
Cross-Team Escalation & Communication
Incident Management & Leadership
Endpoint Deployment & Onboarding
CompTIA A Certified
Timeline
Supervisor, Service Center
Tandem Diabetes Care
01.2026 - Current
Applications Support Analyst
Tandem Diabetes Care
01.2025 - 01.2026
Senior IT Technician/IT Technician
Tandem Diabetes Care
09.2021 - 01.2025