Melissa Roncone

About Melissa Roncone

Agile and customer-focused leader with a proven track record in managing global site…

Experience

1. Manager, Global IT Service Desk and End User Support Services

   Moog Inc.

   Mar 2020 — Present · Elma, NY, US

   Strategic Leadership & Operations:• Direct global service desk and site support operations across multiple regions, ensuring consistent service delivery and customer satisfaction.• Manage the end-to-end cost model and operational budget, partnering with Finance on forecasting and chargeback modeling.• Serve as a key stakeholder in RFP processes and contract renewals, aligning vendor capabilities with business needs.• Negotiate new Service Level Agreements (SLAs) while maintaining compliance with existing contractual obligations.• Manage service-related risks and define roles and responsibilities within the team.Team Building & People Management:• Create job descriptions and lead the global hiring process for a tiered technical support team.• Interview and onboard team members across the globe, building a scalable and high-performing support organization.• Lead cross-regional IT Support Management, overseeing Technicians and Service Desk teams, including performance management, scheduling, and travel coordination.Vendor & Stakeholder Engagement:• Negotiate contracts with local service providers where direct staffing is not feasible, optimizing service coverage and cost efficiency.• Foster strong relationships with business stakeholders to align IT services with evolving organizational needs.• Act as an escalation point for resolver and delivery teams, ensuring adherence to governance and change management practices.Service Excellence & Reporting:• Participate in internal and external service review meetings, providing reporting on service performance and customer satisfaction.• Coordinate communication across support and systems staff to ensure seamless operations.

Education

• Buffalo State University

  BS

  1992 — 1997

Skills

• Strategic Planning
• Employee Relations
• Outsourcing
• Process Improvement
• Call Centers
• Highly Motivated Self-Starter
• Sales
• Advertising
• Online Advertising
• Management
• Team Building
• Operations Management
• Coaching
• Leadership
• Customer Service
• Account Management
• Change Management
• Customer Satisfaction
• Training
• Sales Management
• Project Management
• Crm
• Business Process Improvement
• Business Analysis
• Budgets
• Lead Generation
• Vendor Management
• Team Leadership