Karolina Jenneteg

Senior Manager, Service Desk @RMR Group

Newton, MA, US

Planned, designed, hired, trained, and successfully executed the insourcing of a new ITIL-based Tier 1 Service Desk in Orlando, FL, from an MSP in under four months, resulting in an immediate 50% increase in first-call resolution, reduced speed to answer, and significantly improved resolution times and customer satisfaction scores.• Hired and trained a new Tier 2 team in Atlanta, GA to support the newly acquired Residential division.• Led the transition from SCCM to Intune Autopilot; implemented pre-provisioning and direct shipping to end users from vendor partners, reducing costs and delivery times.• Implemented training, automation, and the \'shift-left\' of tasks, driving efficiencies and providing growth opportunities for staff; this enabled Tier 1 to absorb prior Tier 2 and 3 incidents, request fulfillment, lifecycle refreshes, and project work, fully leveraging resource availability and skills.• Implemented replacement account management solution integrated with ServiceNow to drive IAM improvements.• Implementing AI agent front-end service for the end-user-facing Tier 1 Service Desk driving towards agentic AI agent.

Northeastern University

Master of Science in Project Management

Northeastern University

Bachelor of Science in Leadership

Computer Learning Centers

Network Engineering and Management Certificate