Josh Carpenter
Dynamic Service Desk Leader - HDI, ITIL, ServiceNow
- Role
- Information Technology Service Desk Manager at National Indemnity Company
- Location
- Omaha, NE, US
- LinkedIn followers
- 500 followers
About Josh Carpenter
I am a Business Development Consultant at PayPLUS, LLC, with over 15 years of experience…
Experience
Information Technology Service Desk Manager
May 2024 — Present · Omaha, NE, US
As the IT Service Desk Manager I am responsible for planning and directing the Service Desk Team to ensure proper monitoring of systems/network activities occur, timely responses to phone calls and alerts, problems are properly diagnosed, and appropriate parties are notified as defined by documented procedures. Requires a comprehensive understanding of all aspects of the Companies’ Service and Operations Service Desk software and processes. Responsible for continual improvement and optimization of all technology related work orders ranging from minor repairs/enhancements to major incidents. Responsible for the creation and proactive updating and use of existing documentation to identify, troubleshoot and repair problems. Directs the coordination of all Service Desk activities during critical incidents as well as all Service Desk activities regarding the evaluation, testing, and acceptance of proposed production changes to the infrastructure. Leads the IT Change Control Board and associated Change Management processes. Works as the primary conduit and relationship builder between the business and the Service Desk to provide clear, effective communication focusing on service delivery and customer satisfaction.
Education
University of Nebraska-Lincoln
Bachelor of Journalism, Advertising
1991 — 1996
Skills
- Customer Relations
- Team Building
- Team Leadership
- Microsoft Office
- Budgeting
- Troubleshooting
- Disaster Recovery
- Process Improvement
- Customer Service
- Strategic Planning
- Operations Management
- Contract Negotiation
- Agile
- Windows
- Change Management
- Visio
- Outlook
- Vendor Relations
- Word
- Excel
- Powerpoint
- Vendor Management
- Agile Methodologies
- Budgets
- Leadership
- Crm
- Account Management
- Coaching
- Project Management
- Program Management
- Public Speaking
- Ms Project
- Healthcare
- Management
- Itil
- Business Analysis
- Analysis
- Quality Assurance
- Time Management
- Software Documentation
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