Carls Fleur
Director of IT Services @SmartBear
Signup · Get unlimited contacts
WORK HISTORY
Director of IT Services @SmartBear
Somerville, MA, US
Managed the Global Service Desk Team supporting employees on Macintosh, Windows, and Linux• Manage Operations performance using clear KPI metrics linked to business outcomes• Lead, coach, teach, and develop team members to deliver and maintain operations to ensure readiness for business growth• Champion, develop, and implement IT policies, procedures, and best practices to ensure an effective and efficient IT operation and utilization of technology Utilize ITSM frameworks, principles, and processes to drive service level consistency and maturity• Possesses hardware assets and configuration management operations, designing & and implementation experience• Consulted senior-level stakeholders to identify business and technology needs and optimize the use of information technology• Created processes and standards for system selection, implementation, and support• Coordinated with Process Owners to ensure a cohesive solution and integration across related processes• Reviewed the effectiveness and efficiency of the Incident Management and Change Management processes and identified process gaps and their implementations• Oversee the maintenance and support of all IT systems, including hardware, software, and business core applications• Ensure the integration of information security policies and practices into all IT systems, data, and information• Manage relationships with external vendors and service providers to ensure the delivery of high-quality IT services• Develop and manage the IT budget, ensuring cost-effective use of resources• Stay current with emerging trends and technologies in the field of IT operations• Provide technical and thought leadership to senior management teams to guide the development of priorities, roadmaps, technical options, and project solutions • Demonstrate knowledge and understanding of business functions and how to position technology to support business maturity, productivity, and scale appropriately
EDUCATION
Suffolk University - Sawyer Business School
BSBA, Management, Information System
ABOUT CARLS FLEUR
Customer-centric IT Director with over a decade of experience delivering exceptional leadership and white-glove service. I currently serve as Director of IT Services at SmartBear, where I lead the Global Service Desk team in supporting a diverse, global workforce across Macintosh, Windows, and Linux platforms.My focus is on leveraging ITSM frameworks and KPI-driven strategies to enhance operational performance and ensure IT services are tightly aligned with business objectives. I am passionate about driving service-level maturity, implementing best practices, and creating scalable, efficient support models that enable business growth.Known for being dependable, hardworking, and trustworthy, I lead with a firm but fair approach and perform well under pressure while adapting quickly to new challenges. I place a strong emphasis on team development and mentorship, believing that empowered teams deliver the highest levels of service. By championing effective IT policies and managing hardware assets and configuration processes, I strive to maximize technology efficiency and organizational readiness.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.