Denis Bellotti

Service Desk Director @NTT DATA North America

CA

Define and execute the strategic vision for the IT Service Desk, aligning it with overall business objectives and IT strategy.•Lead, mentor, and manage a large team of service desk professionals, fostering a culture of continuous improvement, high performance, and exceptional customer service.•Develop and implement service desk policies, procedures, and best practices (e.g, ITIL framework) to optimize service delivery and operational efficiency.•Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure high-quality service delivery and customer satisfaction.•Manage the service desk budget, including forecasting, cost control, and resource allocation.•Act as a primary liaison between the service desk and other IT departments, business units, and third-party vendors.•Drive initiatives for process improvement, automation, and technology adoption within the service desk to enhance efficiency and user experience.

Humber College

Bachelor's degree, Internet Software Development

Colegio Tecnico Sao Luiz - PUC

diploma, Processamento de Dados