Seth Epstein
Incident & Service Desk Transformation Expert | People Leader | Problem Solver
- Role
- Information Technology Support Manager at Veritex Community Bank
- Location
- Dallas, TX, US
- LinkedIn followers
- 500 followers
About Seth Epstein
Results-driven IT Support Leader with 10+ years of progressive experience transforming…
Experience
Information Technology Support Manager
Dec 2022 — Present · Dallas, TX, US
I directed IT support operations across two regions, growing and managing a team of seven service desk and field technicians after inheriting an under-resourced department with high turnover. Partnering with executives, I transformed IT support culture, improved customer satisfaction, and implemented long-term asset refresh and risk management strategies. My focus was on stabilizing operations, reducing escalations, and aligning IT services with business growth.Within six months, I reduced average field service time-to-repair by 41 hours, directly improving SLA performance and operational efficiency. I secured $280K in first-year and $310K in second-year hardware refresh budgets, establishing a structured lifecycle program that improved compliance and end-user experience. I also designed service desk scripts and customer interaction standards that significantly boosted stakeholder trust and satisfaction, raising customer satisfaction scores by 15% in one year.I built KPI dashboards to track response and repair times, implemented SLAs, and cut weekly call volume per user by 33%. I negotiated vendor contracts, standardized new-hire hardware kits—saving $550 per kit—and improved specifications. I also resolved major endpoint issues, including an organization-wide CrowdStrike USB outage, restoring functionality to 100% of endpoints. Additionally, I spearheaded cross-departmental initiatives that aligned IT support with business growth, successfully scaling services to support a 13% headcount increase.Skills: IT Support Leadership, Service Desk Management, Field Service Operations, SLA & KPI Management, Asset Lifecycle Management, Risk Mitigation, Vendor Negotiation, Customer Satisfaction Improvement, Hardware Refresh Programs, Incident Response, Cross-Functional Collaboration, IT Strategy Alignment
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