Santiago Pazmino
Director, IT Managed Services @ Thrive | ITIL, System Administration
- Role
- Director, IT Managed Services at Thrive
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Santiago Pazmino
As Director of IT Service Operations at Thrive, I bring extensive expertise in ITIL practices, service-level agreements, and system administration to lead high-performing teams in delivering exceptional technical service experiences. My role focuses on aligning operational execution with strategic objectives, ensuring consistent, high-quality client support across all touchpoints. With over 4 years of experience at Thrive, I have contributed to enhancing service delivery processes, coaching teams, and driving operational excellence. Committed to fostering continuous improvement, my goal is to maintain seamless IT operations while upholding the highest standards of service quality and client satisfaction.
Experience
Director, IT Managed Services
Jun 2025 — Present
As Director of IT Managed Services at Thrive, I lead high-performing support and engineering teams dedicated to delivering exceptional technical service experiences. My role focuses on aligning operational execution with strategic goals — driving team performance, scaling service delivery, and ensuring consistent, high-quality client support across all touchpoints.•Lead service operations across technical support, engineering, and customer service functions with a focus on performance, consistency, and continuous improvement.•Coach and develop management and individual contributors to exceed departmental goals and deliver an exceptional client experience,•Oversee adherence to SLAs across all service channels, including incident, problem, change, phone, and email-based support.•Scale teams and processes to support rapid organizational growth while maintaining service reliability and client satisfaction.•Serve as a senior escalation point for complex technical and customer issues, ensuring resolution and proactive communication.•Conduct performance reviews and career development planning to support employee growth and retention.•Collaborate cross-functionally to drive improvements in service workflows, tooling, and customer engagement.•Enforce operational standards around prioritization, documentation, communication, and escalation handling.•Gather and relay customer feedback to drive service innovation and client-focused enhancements.•Remain flexible in a dynamic environment, including providing leadership support during off-hours as needed.
Education
Saint Peter's University
Bachelor of Science (B.S.), Computer Science
2005 — 2010
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