Sandra Lenz
Richmond,USA
Summary
Results-driven Information Technology Professional with over 17 years of experience in leading high-performing IT teams, optimizing service desk operations, and making process improvements. Proven ability to manage IT systems across multiple industries, reducing response times by 30%, improving first-call resolution rates by 25%, and ensuring SLA compliance. Adept in IT Service Management (ITSM), mentoring teams, and collaborating with cross-functional stakeholders. Committed to leveraging ITIL best practices and advanced troubleshooting techniques to deliver consistent results for operational excellence.
Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.
Overview
17
17
years of professional experience
3
3
Certification
Work History
ITSM Interim Manager
Robert Half
08.2025 - Current
- ITIL and ITSM coaching and mentoring a team of Service Desk professionals with a concentrated emphasis on ITIL Incident management practices and a standardized support and governance model. Preparing organization (user-facing) and internal IT training on Request fulfillment implementation activities. Actively implementing catalog items and task fulfillment workflows. Continuous improvement with training managers, HR and user community on modernization efforts in a positive manner in a timely manner and within budget.
- Manage and direct daily work of five (5) Service Desk specialists supporting 1,600 users utilizing agile ITSM process improvements for service and incident management.
- Establish ITSM standards and governance alignment practices, recommending prioritization strategies and automation opportunities in ServiceNow ITSM.
- Develop documentation and best practices for service delivery practices to improve overall CSAT scores and streamlining users to embrace the IT Service Portal as a trusted source to engage IT Department.
- Developed training programs to elevate team performance and ensure compliance with industry standards.
- Collaborated with cross-functional teams to enhance project outcomes and support organizational objectives.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Implemented performance metrics to assess team effectiveness and drive continuous improvement initiatives.
- Cross-trained existing employees to maximize team agility and performance.
Technical Support Manager
Dessert Holdings
11.2024 - 06.2025
- Managed IT services across multiple manufacturing sites, ensuring technology solutions aligned with business needs. I focused on enhancing service quality and user satisfaction while mentoring a dedicated team. My collaboration with Managed Service Providers led to improved first-call resolution and reduced incident escalations, significantly benefiting 4,000+ users.
- Coached and mentored a team of four (4) PC Technicians supporting 4,000 users, partnering with MSP to increase first call resolution efforts and reduce Incident escalations with agile ITSM process improvements for service and incident management. Traveling 60% to provide onsite IT support to users and network infrastructure to Manufacturing facilities throughout US.
- Manage IT vendor relations, PC device upgrades and implementing inventory management strategic plan initiative.
Manager, IT Support & Engineering
Ironclad Environmental Solutions
02.2023 - 09.2024
- Utilized Servant leadership coaching techniques along with mentoring a team of five (5) Team Members (Service Desk, Service Desk Lead, System Engineer and Network Engineer) support 500+ users. Applicant development and implemented ITSM for organization (Incident, Service Fulfillment, Task and Change Management) delivered an in-house front line support team. Responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking, statistics and coordination of Operations support functions.
- Reduced incident resolution times by 35% by implementing ITSM frameworks for service and incident management. Managed a $1M annual IT budget, resulting in a 20% increase in operational efficiency through strategic vendor negotiations and system upgrades.
- Reduced service request escalations by 30% by streamlining the knowledge base and improving team training. Responsible for staffing capacity planning, service process design, performance analysis, and developing impactful resolution plans. Develop and enforce request handling and escalation policies and procedures.
- Managed project timelines, ensuring adherence to deadlines and resource allocation.
- Facilitated training sessions for staff, enhancing skill sets and operational efficiency.
IT Service Delivery Manager, Global Brands Technology
Estee Lauder Companies
05.2019 - 02.2023
- Provided coaching and mentorship to a team of five (5) Deskside Support Engineers. Windows & MAC personnel utilizing ITSM approaches. Focused efforts on daily manufacturing/corporate operations oversight (Incident, Service and Task Management).
- Directed a deskside support team managing IT services for 2,000+ global employees, increasing first-call resolution rates by 25%.
- Spearheaded policy development and IT training, increasing user productivity by 40% through enhanced adherence to IT best practices. Managed three major IT infrastructure upgrades, leading to a 15% reduction in incident volume and enhanced system performance. Ensured 95% of escalated incidents were resolved within SLA timeframes.
IT Service Desk Manager
Skogen’s Festival Foods
10.2017 - 05.2019
- Coached and mentored a team of five (5) IT Service Desk personnel in two separate locations utilizing ITSM approaches utilizing Servant Leadership practices. Focused efforts on daily operations oversight (Incident, Service and Change Management) and driving continuous process, customer service and technical aptitude improvement efforts.
- Rebranded the department from the IT Help Desk to IT Service Desk, improving response times by 30% and satisfaction by 25%. Supported 1,200+ employees across two locations, reducing IT ticket backlog by 40% through process improvements and team leadership.
- Launched a new IT ticketing system, department procedures, policies, workflow and knowledgebase repository increasing first-call resolution by 20% and rebranded department from IT Help Desk to IT Service Desk.
- Directed service desk operations, enhancing customer satisfaction through effective issue resolution.
- Managed team performance, implementing training programs to elevate service quality and efficiency.
- Collaborated with IT departments to streamline ticketing systems, optimizing workflow and communication channels.
Service Manager
Netrix IT
06.2016 - 01.2017
- Oversaw and managed a team of twenty-one (21) cross-functional personnel in the Technical Assistance Centers in two (2) support center locations utilizing ITSM approaches. Focused efforts on daily operations oversight (Incident and Service Management) and driving continuous process, customer service and technical aptitude improvement efforts.
- Reviewed and revised staff Key Performance Indicators (KPIs); implementing aggressive, but attainable metrics to optimize performance in response times and issue resolution. Held full accountability for staffing schedules; proactively traveling between sites to meet with personnel.
- Maintained an average 90% response and averaged 3-day resolution time to SLAs.
IT Help Desk / Data Center Manager
Coborn’s Incorporated
08.2014 - 06.2016
- Successfully built and facilitated 24/7, 365 IT Help Desk environments across two (2) locations to support 153 company business locations while effectively utilizing IT Service Management to meet the company goals and objectives.
- Built a 24/7, 365 IT Help Desk supporting 153 business locations, reducing system downtime by 20% and achieving 98% SLA compliance. Led a team of 7, achieving a 95% resolution rate and improving service efficiency by 25%. Enhanced incident response times by 30% through the implementation of ITIL best practices.
IT Help Desk Manager
SpartanNash
05.2014 - 07.2014
- Oversaw and managed ten (10) technical associates in daily front line technical and data center operations. Conducted performance evaluations, evaluated existing KB repository, in addition to optimizing processes.
- Collaborated with another leader to effectively consolidate the Grand Rapids Help Desk and the Minneapolis Help Desk locations into one, cohesive support unit.
- Performed extensive personnel evaluations to ensure the help desk environment-maintained 80% FCR ratio as established by company.
IS Service Desk Manager
HealthEast Care System
01.2011 - 05.2014
- Served in a multifaceted role revolving around managing and training a team of 15, project/program management initiatives, and quality assurance. Provided alongside Technician trouble shooting guidance to increase first call resolution, identify support gaps and challenges while instilling a positive environment.
- Managed a team supporting 7,800 employees, reducing resolution times by 25% through the implementation of a quality assurance program.
- Achieved 95% FCR resolution for 9,000+ monthly service requests, improving overall service quality. Cut operational costs by 15% through optimized resource allocation and staff scheduling.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Increased first call resolution rate through comprehensive staff training and development programs.
Education
Associate of Applied Science - Information Systems Management
Rasmussen College
Saint Cloud, Minnesota01.2012
Skills
- Incident Management, Problem Management, Change Management, Asset Management, Inventory Management, Vendor Management, CMDB, Collaborative Work Management, Purchase Ordering, Service Request Fulfillment, Hardware & Software Troubleshooting, Root Cause Analysis, Printer Management, Print Server, IT Roadmap, Information Security, Technical Troubleshooting, Service Level Agreements, Operational Level Agreement, Quality Assurance, System Design, System Implementation, System Administration, Network Operations & Engineering, Network Security, Database Management, Data Center, Process Improvement, Key Performance Indicator, Policy / Procedure Development, Repository Implementation, ITIL Best Practices, Cross Team Collaboration, End User Training & Support, Team Development & Leadership, Project Management, ITSM implementation, Budgeting/Budgets/Forecasting/PO, Servant / Collaborative Leadership, Process Improvement , Key Performance Indicator (KPI), Technical Troubleshooting, Service Level Agreements (SLA), Operational Level Agreements (OLA), Policy & Procedure Development, Repository Implementation, Cross-Team Collaboration, Ivanti/ServiceNow (SNOW) Vendor Management
Certification
ITIL III & IV Foundation Certifications, 2015, 2018, 2020 (No expiration dates)
Scrum Master Certification: In Process
Six Sigma Global Institute
Six Sigma Green Belt Certification: In Process
Six Sigma Global Institute
Timeline
ITSM Interim Manager
Robert Half
08.2025 - Current
Technical Support Manager
Dessert Holdings
11.2024 - 06.2025
Manager, IT Support & Engineering
Ironclad Environmental Solutions
02.2023 - 09.2024
IT Service Delivery Manager, Global Brands Technology
Estee Lauder Companies
05.2019 - 02.2023
IT Service Desk Manager
Skogen’s Festival Foods
10.2017 - 05.2019
Service Manager
Netrix IT
06.2016 - 01.2017
IT Help Desk / Data Center Manager
Coborn’s Incorporated
08.2014 - 06.2016
IT Help Desk Manager
SpartanNash
05.2014 - 07.2014
IS Service Desk Manager
HealthEast Care System
01.2011 - 05.2014
Associate of Applied Science - Information Systems Management
Rasmussen College
Additional Information
- Role Seeking: Regional IT Manager
- Accomplished, versatile IT Service Delivery (ITSM) Leader with a stellar career history of achievement managing and improving top-notch IT front line operations.
- Highly adept in team development and training, repeated success devising and conducting comprehensive training programs to optimize service performance.
- Focused on identifying and resolving issues quickly.
- Refined expertise in ticket system implementations, utilization, governance and training. Complementary aptitude in technical documentation.
- Accomplished communicator skilled in building and strengthening relationships across functions to drive cohesive, strategic operations.
- Management Style: Servant / Collaborative Leadership
- Industries: Healthcare, Grocery, Technology/Managed Services (MSP), Commercial Financial Services, Construction/Waste Containment/Manufacturing/Government