Joey Campos
- Role
- Senior IT Ops Manager at North Highland
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Joey Campos
Elevating End User Experiences | Leading Global IT Teams | Driving Automation I\'m…
Experience
Senior IT Ops Manager
Mar 2022 — Present
Procured and implemented new help desk vendor and ticketing system as well as an enterprise badge system-Oversees an international team that supports a wide range of end user hardware and software -Partners with outsourced first-level IT help desk to ensure a continual process to improve the efficiency of the team and achieve the defined SLAs -Directly manage and mentor Leads in both US and UK. Managing their assignments, reviewing deliverables, provides ongoing coaching, and conducts year-end performance reviews and compensation adjustments -Lead team to define and follow support processes that are repeatable and as automated and efficient as possible. Utilize incident management, problem management, access management, change management, and IT service consultation to achieve high CSAT and meet SLAs -Leads team responsible for support of A/V equipment and other hardware in offices and conference rooms. Also coordinates A/V conferencing support for all large scale corporate events -Manages onboarding and offboarding of all types of workers to achieve a smooth, efficient on/offboarding process -Manage vendors to partner with, maintaining relationships and providing inputs on SOWs -Manages the execution of projects focused on delivering new system functionality or process improvements, defining deliverables and milestones, reporting status, coordinates with internal and external partners to deliver the project scope on time and on budget -Well informed about software solutions in the market and leads the evaluation and implementation of solutions that can help improve and automate the team’s ability to provide efficient IT support to our end users - Provides financial forecasting to leadership on software/licensing costs, resource plans, and project costs. Manages the team and resources to stay within the allocated budgets - Maintains a high level of CSAT - Ensure the team creates and maintains a robust knowledge base of support articles
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