Tyler Hoppes
Slatington,PA
Summary
Service Delivery Manager with proven expertise in managing IT service operations. Demonstrated ability in communication, mentoring, and team leadership, leading to significant operational improvements and successful project outcomes. Focused on creating a collaborative environment that drives continuous improvement. Proficient in various IT management tools, including Azure Active Directory, Intune, Datto RMM/BCDR, and Atlassian.
Overview
4
4
years of professional experience
4
4
Certifications
Work History
Service Delivery Manager
MCIT
Allentown, PA
03.2025 - 12.2025
- Oversaw asset management, knowledge management, and IT service desk operations.
- Collaborated with project management to execute major device replacements for Kelly Automotive and Health Network Labs.
- Streamlined processes to enhance efficiency in asset and knowledge management across departments.
- Monitored key performance indicators of the service desk, and used these to increase process efficiency and provide a quality analysis of technicians.
- Conducted regular reviews of service desk procedures and policies to ensure compliance with industry standards.
- Assisted in the recruitment process by interviewing potential candidates for service desk positions.
- Ran weekly meetings with internal stakeholders in order to discuss any outstanding service requests or issues.
- Oversaw new client onboarding for the organization.
Service Desk Operations Manager
Core Specialty Insurance Holdings
Allentown, PA
02.2024 - 03.2025
- Supervised daily employee workflows to maximize productivity and maintain quality standards.
- Managed training sessions and scheduling for service desk personnel to enhance operational effectiveness.
- Developed Access Management procedures, ensuring corporate compliance through daily monitoring.
- Collaborated with teams to streamline service desk processes, including approver delegation and documentation.
- Led migrations of over 100 users from acquired companies, ensuring seamless transitions.
- Trained new service desk personnel on job functions, processes, and procedures.
Service Desk Analyst /Team Leader
Core Specialty Insurance Holdings
Allentown, PA
08.2021 - 02.2024
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
- Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
- Identified opportunities for process improvement and automation initiatives.
- Managed escalations from customers or other departments within the organization.
- Provided guidance to helpdesk technicians on how best to resolve customer issues or escalate them appropriately when needed.
- Reviewed customer feedback data to identify trends in customer satisfaction levels.
- Monitored team queue and metrics closely ensuring no SLA breaches occurred and
- Participated in emergency response efforts whenever necessary.
- Created reports on performance metrics of service desk staff.
Education
Bachelor of Science - Business Administration
DeSales University
12-2020
Skills
- Data analysis
- Process improvement
- Project coordination
- Team leadership
- Effective communication
- Incident management
- Customer engagement
- Mentoring and training
- Documentation
Certification
ITIL 4
Timeline
Service Delivery Manager
MCIT
03.2025 - 12.2025
Service Desk Operations Manager
Core Specialty Insurance Holdings
02.2024 - 03.2025
Service Desk Analyst /Team Leader
Core Specialty Insurance Holdings
08.2021 - 02.2024
Bachelor of Science - Business Administration
DeSales University