Bryan White
Service Desk Manager
- Role
- Service Desk Manager, Information Services at WakeMed
- Location
- Raleigh-Durham-Chapel Hill, NC, US
- LinkedIn followers
- 500 followers
About Bryan White
I lead high‑performing enterprise service desk organizations by unifying internal teams…
Experience
Service Desk Manager, Information Services
Oct 2015 — Present · Raleigh-Durham, NC, US
Deliver transformation via process, policy, system, and teamwork maximization by effectively implementing quality-focused objectives to continually enhance performance and metrics. Expand and enhance exceptional service and support on Technical - Epic Service Desk through consistent, strategic planning and execution-Transformed the “Helpless Desk” into a Healthcare IT Service Desk resulting in an increase in Service Desk resolution rate from <20% to 46% of Information Services total incident / request volume, 90% of incident tickets resolved in <= 1 reassignment, Customer Satisfaction Survey score average of 97% satisfied, and misrouted ticket rate of <=2%. These improvements saved 62k+ ticket escalations to 2nd tier support over a four year period-Initiated a Service Desk vendor RFP selection process choosing vendors, chairing the presentation of capabilities, compiling the RFP then evaluating responses, creating a decision matrix that included a comprehensive cost comparison analysis, evaluating vendors during site visits, spearheading the selection of a new partner, negotiating costs, and co-writing the Statement-of-Work (SOW) with the new vendor.
Education
Gonzaga University
Master’s Degree, Organizational Leadership
2015
Ohio Dominican University
Bachelor's Degree, Business Administration
2010
Skills
- Cross-Functional Team Leadership
- Bpo
- Operations Management
- Strategy
- Outsourcing
- Performance Metrics
- Kpi Implementation
- Training
- Business Process Improvement
- Leading Diverse Teams
- Customer Service
- Telecommunications
- Analysis
- Vendor Management
- Team Leadership
- Transformational Leadership
- Call Centers
- Contact Center Management
- Business Continuity Planning
- Leadership
- Technical Leadership
- Customer Experience
- Servicenow
- Servant Leadership
- Team Building
- Mentoring
- Collaboration
- Saas
- Process Improvement
- Quality Management
- Call Center
- Team Management
- Performance Management
- Crm
- Product Support
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