Job Search Status
Open to workDesired start date: Flexible
Desired Job Title
IT ManagerIT DirectorIT Senior ManagerWork Type
Full TimeLocation Preference
On-SiteRemoteHybridLocation: Boston, MA
Open to relocation: Yes
Open To Work
Sotthea Hem
IT Support & Infrastructure
Dedham,MA
Work Preference
Summary
Dynamic IT leader with extensive experience in managing 24/7 support teams and driving operational excellence. Skilled in effective communication and client relationship management, contributing to successful incident resolution and enhanced service delivery.
Overview
22
22
years of professional experience
Work History
Senior Supervisor of IT Support
Expedient
Boston, MA
07.2011 - 02.2026
- Promoted through multiple leadership roles within a national cloud, managed services, and colocation provider, reflecting sustained performance, technical expertise, and leadership impact across operations support and service delivery.
- Led and developed technical support and operations teams responsible for 24/7 monitoring, incident response, and service restoration for enterprise cloud and data center clients. Progressed from frontline technical support into supervisory leadership overseeing distributed teams, including remote overnight operations.
Key contributions and impact: - Directed daily operations of technical support and operations support teams, ensuring mission-critical infrastructure support across cloud hosting, managed services, and colocation environments.
- Led escalation efforts for high-severity incidents, coordinating cross-functional responses to restore services and meet strict SLA commitments.
- Implemented ITIL-aligned incident, problem, and change management practices, enhancing service reliability and operational efficiency.
- Mentored and developed high-performing technical staff, strengthening leadership bench and improving team performance and retention.
- Drove process improvements that enhanced response times, communication, and client satisfaction.
- Maintained strong collaboration with engineering, network, systems, and data center teams to resolve complex infrastructure challenges.
- Ensured seamless 24/7 operational continuity, including leadership of remote overnight support functions.
- Developed and implemented standard operating procedures to improve team efficiency.
- Recognized for combining technical depth, business awareness, and people leadership to deliver reliable service outcomes in fast-paced, high-availability environments.
Help Desk Manager
OunceIT LLC
Boston, Massachusetts
08.2009 - 11.2011
- Managed help desk operations to deliver prompt responses to client inquiries.
- Oversaw ticketing system, ensuring accurate tracking of support requests.
- Reviewed support cases for technical accuracy, identifying process improvements to enhance troubleshooting effectiveness.
- Mentored other technologists and support professionals to provide professional development and skill enhancement.
- Cultivated relationships with service providers, vendors, dealers, and consumers to strengthen service delivery.
IT Services Specialist
Babson College
Babson Park, MA
09.2003 - 09.2009
- Provided Help Desk support for students, faculty, and employees.
- Facilitated communication between departments to streamline processes.
- Resolved escalated customer issues in a timely manner while maintaining a high level of professionalism.
Education
Bachelor of Science - Business Administration
Babson College
Babson Park, MA05.2007
Skills
- Incident management
- ITIL practices
- Service restoration
- Technical support
- Operations management
- Process improvement
- Performance monitoring
- Team leadership
- Client relationship management
- Cross-functional collaboration
- Compliance
- Staff oversight
- Employee supervision
- Staff development
- Training content creation
- Training and mentoring
- Quality control
- Problem solving
- Conflict resolution
- Effective communication
- Mentoring others
Timeline
Senior Supervisor of IT Support
Expedient
07.2011 - 02.2026
Help Desk Manager
OunceIT LLC
08.2009 - 11.2011
IT Services Specialist
Babson College
09.2003 - 09.2009
Bachelor of Science - Business Administration
Babson College