Chase W.
Head of Service Desk, Americas @The Adecco Group
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WORK HISTORY
Head of Service Desk, Americas @The Adecco Group
US
As the Head of Service Desk, Americas, I lead the delivery of IT service desk support across multiple countries, ensuring consistent, high-quality assistance our colleagues and associates. Managing a multi-country, multilingual service desk, I focus on maintaining high availability, reliability, and an outstanding customer experience.In 2024, I contributed to a significant milestone: maintaining a CSAT score above 90% for IT service desk support in my region and globally, across nearly unique contacts. This achievement surpasses industry standards, reflecting our commitment to exceptional service and support.In addition to my regional responsibilities, I play a key role in leading the global technical aspects of the service desk. This includes driving ServiceNow enhancements and advancing chatbot capabilities. I’ve successfully transitioned our chatbot from a general-purpose tool into a self-help solution, empowering users with faster, more effective resolutions. Now, I’m leading the effort to evolve it into a Generative AI-powered chatbot, designing intents, building workflows, and integrating AI to deliver a smarter, more intuitive support experience.I collaborate closely with business leaders, bridging the gap between technical and strategic goals by providing actionable insights and fostering alignment. Through vendor management, performance reviews, and process optimization, I ensure service delivery excellence and continuous improvement.With a focus on agility, I enable the seamless onboarding of new applications, services, and projects into the service desk, driving efficiency and adaptability. Supporting operations across the North and Latin America, I remain committed to achieving the highest standards of customer satisfaction and service excellence.
EDUCATION
Santa Fe College
Undergraduate Degree, Management Information Systems, General
ABOUT CHASE W.
Global IT Leader with a proven record of transforming operations, building high-performing teams, and aligning technology with business strategy across multi-country, multilingual environments. Currently serving as Head of Service Desk, Americas, at The Adecco Group, leading operations that support nearly unique contacts while consistently achieving CSAT above 90%.I bring a blend of startup agility and enterprise leadership from designing and launching large-scale infrastructure (including a former sq. ft. site with data centers, power systems, and disaster recovery protocols in Puerto Rico) to driving global IT service delivery for some of the world’s most recognized brands.Key Highlights- Global Leadership: Manage multi-region, offshore/onshore teams, delivering scalable IT solutions across diverse industries- Innovation: Spearheaded GenAI-powered chatbots to enhance IT service optimization and customer self-service- Operational Excellence: Led seismic disaster recovery efforts and enabled a seamless 24-hour transition to full remote work- Business Alignment: Trusted partner to executives, translating complex IT strategies into business outcomes.I’m passionate about empowering teams, modernizing IT operations, and staying ahead of trends in AI, Cloud, SaaS, and digital transformation to design strategies that drive growth and resilience.
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