Lisa L.

About Lisa L.

As a dynamic and innovative Service Desk Manager, I bring over 20 years of experience in information technology. My expertise lies in directing projects and operational strategies that utilize technology to achieve strategic business outcomes, drive organizational transformations, reduce the Total Cost of Ownership, and maximize return on investment. I leverage my proven time management, problem-solving, and negotiation skills to formulate swift and effective technical solutions. I take full ownership of best practices processes and am committed to developing policies that align with the company’s objectives. Furthermore, I excel in communicating complex technology concepts and best practices in a manner that non-technical business users can easily understand. This ability to bridge the gap between technology and business is a testament to my role as a Service Desk Manager, ensuring seamless communication and fostering a culture of continuous improvement.

Experience

1. IT Senior Service Desk Manager

   Dairy Queen

   Jan 2015 — Present · US

   Created Dairy Queen’s first internal formal IT Service Desk and later the global franchisee-facing IT Service Desk.• Successfully implemented Phase 1 of Service Now ITSM and CSM• Establish and maintain an agreed-upon priorities matrix allowing for staff and end-users to manage escalation expectations around urgency and service level agreements• Routinely developed and implemented new processes and policies by continually analyzing existing processes and procedures• Implemented project timeline and execution for hardware replacements• Ensures that daily, weekly, and monthly metrics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department• Manages the Service Desk staff including performance evaluations, promotions, hiring, and disciplinary responsibilities.• Coordinates training of Service Desk members and contributes to departmental productivity and development objectives by participating in training programs.• Through IT Outreach/BRM, established an understanding of end-user technology utilization which enabled better resource positioning.• Uses tools such as ServiceNow, Azure, Active Directory, SCCM, and Exchange to remain compliant with auditing and security guidelines• Ensure staff members are equipped with the tools necessary to provide the end-user with the quickest service delivery experience• Collaborate with engineers on maintenance schedules, security best practices, and oversight of build process and imaging to ensure the least amount of interruption to the business.• Collaborate with IT and business leaders to discuss strategy, projects, issues, and mentoring• Maintains competency and enhances professional growth and development through continuing education and conferences.• Meets with outside technology analysts, attends seminars, and reads industry-related publications to remain well-informed of technology advances and relevancy.

Education

• Coleman College

  Associate of Arts, Liberal Arts

  1996 — 1997

• San Diego City College

  Associate of Arts, English

  1992 — 1996

• Metro State University

  Bachelors, Liberal Arts

  2005 — 2007

• Walden University

  Masters, Leadership

  2011 — 2013