Heather R.
Information Technology Service Desk Manager | MBA in Business Administration
- Role
- Information Technology Service Desk Manager at Trimet
- Location
- Portland, OR, US
- LinkedIn followers
- 500 followers
About Heather R.
Leading the IT Service Desk at TriMet, my focus is on delivering exceptional customer support through strategic process improvement and effective team management. My role encompasses the design and maintenance of a robust service model across IT, ensuring alignment with organizational KPIs and fostering a culture of continuous improvement. With a blend of skills in mentoring and customer service management, our team has enhanced the customer experience significantly, partnering with various departments to address technical challenges and streamline operations. My mission is to empower the Service Desk team to excel in their roles, contributing to TriMet\'s reputation for quality service and customer satisfaction.
Experience
Information Technology Service Desk Manager
Dec 2023 — Present · Portland, OR, US
Manage operations of the IT Service Desk• Design, Implement, and maintain a model for service across IT• Manage the Service Desk staff team by defining roles/responsibilities/priorities• Design, implement, and maintain SLA agreements• Work with other IT and business teams to resolve technical issues• Implement strategies for continual process improvement• Responsible for Help Desk Communications agency-wide• Responsible for dashboards and reports to assess performance in line with KPIs
Education
Eastern Washington University
Master of Business Administration - MBA
2022 — 2024
Oregon State University
Project Management Certificate
Oregon State University
Bachelor of Arts (B.A.)
Portland State University
Project Management Boot Camp
2019 — 2019
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