Chris Hermann
Service Desk Manager @Mnp Digital
Signup · Get unlimited contacts
WORK HISTORY
Service Desk Manager @Mnp Digital
Montreal, QC, CA
In my role at MNP Digital, I managed a dedicated Service Desk team of L1, L2 and L3 techs. Our mission was ensuring seamless IT support for clients. I focused on enhancing service delivery through process optimisation and effective team leadership, while maintaining high client satisfaction levels. My responsibilities included overseeing incident management and mentoring team members to foster growth and accountability while creating an engaged and autonomous group across multiple campuses.
EDUCATION
Concordia University
EDUCATION
Dawson College
LIBERAL ARTS AND SCIENCES, GENERAL STUDIES AND HUMANITIES
SKILLS
ABOUT CHRIS HERMANN
Transformative Operations Leader | Driving Efficiency and Innovation in Telecom and ITPassionate about people-centric leadership and revolutionizing telecom operations through data-driven strategies. With over 15 years of experience spanning help desk to directorial roles, I\'ve consistently delivered results across the organizations I\'ve worked in:* Slashed ticket backlogs by 65% while maintaining 98%+ quality scores* Pioneered retention programs boosting employee engagement and continuous learning* Leveraged Power BI tools to enhance operational insights and decision-making* Built and led global teams, expanding market share across multiple business linesMy approach combines technical acumen with a deep understanding of human dynamics. I believe in:* Empowering teams through mentorship and strategic upskilling* Harnessing data to drive continuous improvement* Aligning operations with overarching business goals* Fostering a culture of innovation and accountabilityProficient in ITIL best practices, Salesforce CRM, and cloud technologies (Azure, Power BI), I bring a versatile skill set to tackle complex operational challenges.Beyond the office, I\'m dedicated to giving back. As a Logistics Coordinator for Opérations Enfant Soleil and a Fundraising Volunteer for JDRF Canada, I apply my organizational skills to make a difference in my community.I\'m seeking to connect with fellow operations leaders, industry professionals, and innovative thinkers in the telecom and IT sector who are passionate about optimizing processes, enhancing customer experiences, and driving strategic growth. Whether you\'re looking to share insights, collaborate on projects, or explore new opportunities, I welcome the chance to connect and exchange ideas.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.