Keith Kendrick
Delivery Lead
- Role
- Technical Support Supervisor at Velocitor Solutions
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Keith Kendrick
IT Delivery Lead skilled in Agile Methodology, Risk Assessment, and Data…
Experience
Technical Support Supervisor
Jun 2025 — Present · Charlotte, NC, US
Supervise daily operations of the IT support/help desk team, ensuring timely resolution of technical issues for end-users across hardware, software, and network environments.• Manage and mentor support analysts/technicians, providing training, coaching, and performance evaluations to maintain high customer service standards.• Monitor ticketing systems, prioritize escalations, and enforce SLAs to reduce downtime and improve customer satisfaction.• Collaborate with IT management to implement support strategies, streamline processes, and adopt best practices for incident and problem management.• Analyze recurring issues, generate reports on help desk performance metrics, and recommend technology or process improvements.• Serve as the point of escalation for complex technical issues and coordinate with infrastructure, application, and security teams for resolution.• Develop knowledge base articles, user guides, and troubleshooting documentation to empower users and improve first-call resolution rates.• Develop Power BI Dashboard for Service desk KPIs
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