IT Service Desk Support Manager

Attention: HR

I have a strong background in managing IT standards, procedures and processes. ITIL Certified, and have served as the catalyst for managing technical professionals, driving SLA compliance, customer satisfaction, productivity and utilization.
I have provided outstanding leadership performance to identify problems, analyze possible solutions and determine best course of action to meet objectives.
Additional competency areas: • Extensive experience in customer service organization over 18 plus years. • Strong leadership talents, “team player” attitude and spirit, and the natural ability to establish consensus among cross-functional lines. • Experience in Sarbanes Oxley governance implementation, tracking and compliance. • Acted as the Customer Advocate and first point of escalations for all brands to ensure quality of service to meet SLA’s. • Obtained ITIL Foundation Certification. • Yellow belt in Six Sigma project team responsible 350 plus processes. • Managed support of remote offices and off shore office in Costa Rica.
Staten Island, NY

This example was posted: 3/25/2011 11:22:05 AM EST

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