Robert Porter

Shawnee,KS

Summary

IT service management leader with 20+ years of experience leading enterprise Service Desk and IT support operations in regulated and distributed environments. Proven track record managing ITIL-driven service delivery, improving SLA performance, and leading technical support teams across complex organizations. Skilled in incident management, vendor coordination, onboarding support processes, and operational improvements that enhance service quality and customer satisfaction.

Overview

Certification

Work History

IT Service Desk Manager / Service Delivery Lead

TEKsystems / Peraton

Led daily operations of enterprise Service Desk supporting a distributed user base within a regulated DoD environment.
Managed incident and request management processes aligned with ITIL best practices.
Monitored service performance metrics and escalated critical incidents to ensure SLA compliance.
Coordinated cross-team response during high-impact incidents affecting enterprise systems.
Partnered with infrastructure and security teams to resolve operational issues impacting users and business services.
Oversaw onboarding support processes and access provisioning for new employees.
Implemented service improvements that enhanced operational efficiency and response times.

Service Desk Manager

North Kansas City Hospital

Managed Service Desk operations supporting enterprise healthcare systems and clinical users.
Led support teams responsible for incident resolution, device support, and access management.
Monitored service delivery metrics and drove improvements in ticket response and resolution times.
Coordinated with infrastructure, network, and application teams to ensure consistent IT support delivery.
Implemented process improvements aligned with ITIL service management frameworks.
Supported device lifecycle management including PC replacement planning and onboarding support.

Education

MBA -

Baker University

BS - undefined

Kansas State University

Skills

IT Service Delivery Leadership
Service Desk & Desktop Support Management
ITIL Incident / Request / Problem Management
SLA & KPI Performance Management
Vendor & Offshore Support Coordination

Enterprise IT Operations
Onboarding & Device Lifecycle Support
ITSM Platforms (ServiceNow)
Cross-Functional Stakeholder Management
Continuous Service Improvement