Sam Jacobs
Information Technology Help Desk Manager @Heidrick & Struggles
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WORK HISTORY
Information Technology Help Desk Manager @Heidrick & Struggles
Chicago, IL, US
EDUCATION
Liberty University
Bachelor's degree, Religion/Religious Studies
Selinsgrove High School
High School Diploma, High School/Secondary Diplomas and Certificates
SKILLS
ABOUT SAM JACOBS
During my time at Zebra, my priorities center on improving customer satisfaction, innovating automation to ensure efficient ticket handling and service delivery, and encouraging team growth and development within the ITIL framework. Over the course of 6 years, my team has improved the customer satisfaction process to a 98% satisfaction rate, reduced the cost for managed services by 36%, and prioritized the training of my current Zebra associates resulting in a doubling of self-service articles viewed.My Marine Corps and law enforcement experience strengthen my leadership and management skills. I create an atmosphere of professional growth for my team, confidence in self-sufficient problem solving and critical thinking skills, innovative collaboration with others, and accountability with the measurable successes and growth opportunities my team supports.As a value-driven, data oriented, and collaborative leader and manager, I bring excellent customer satisfaction through servant-leadership, coaching, and confidence building with my team, providing data-driven value, encouraging personal growth as I delegate responsibility, and collaborative work with other teams and leaders.
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