Steven Boyd
Information Technology Leader @Currently Seeking New Opportunities In This Role
Signup · Get unlimited contacts
WORK HISTORY
Information Technology Leader @Currently Seeking New Opportunities In This Role
Service Line and Change Management Expert; builder of high-performing coalition teams & new service cultures through ITIL expertise.My specialty?\"Translating complexity into clarity—then turning that clarity into action.\"Simplifying complex IT challenges into scalable, human-focused solutions for 15+ years.A master of briefing complex challenges and their solutions to executives, while advocating for embracing operations and engineering realities. Expertise in detail focused high level reporting, I always thoroughly know my data, my people, and the mission. I\'m focused on enabling everyone\'s success.ITSM Process Expert; engineering ITIL ServiceNow with AI, RPA, and Machine Learning.Managing Vendor Statement of Work (SOW), Vendor Support, FISMA and FedRAMP PaaS and SaaS.Service Desk and beyond, managing full stack Tier 1-3 DevSecOps agile teams.ITIL Expert experienced with fast pace daily operations, from enterprise to hands-on touch labor; driving continuous improvements in a globally distributed 24/7 growing IT environment for an organization. Managing all aspects of hardware (Windows/Mac/servers), software, networking, cloud (Azure/AWS), audio-visual (AV), and mobile devices (Intune/Jamf). Specializing in Service Desk/Help Desk Tiers 0-4 integrations (ServiceNow/Remedy), Major Incidents, and Problem Management. Enabling AI, RPA (UIPath), and machine learning.
EDUCATION
American Military University
Bachelor of Science (B.S.), Information Technology Management
ABOUT STEVEN BOYD
Change Management Expert within Federal & Military IT | Builder of High-Performing Teams & Service Cultures | ITIL ExpertMy specialty? Translating complexity into clarity—then turning that clarity into action.Simplifying complex IT challenges into scalable, human-focused solutions for 15+ years What Drives Me:Creating measurable impact. Eliminating friction. Reducing technical debt. Optimizing Service Delivery. And most of all—empowering people to do their best work. Mentoring the Next GenerationFrom DISA to USPTO, I’ve mentored 100+ high school and college students, along with emerging IT professionals. Mentorship isn’t just a passion—it’s a responsibility I take seriously to strengthen the future of IT leadership.If we haven’t crossed paths yet, there’s a good chance you\'ve heard my name tied to successful IT service transformations in the federal and military space. I’m an adaptive, results-driven ITSM leader best known for streamlining operations, leading critical incident response, and creating resilient, agile service environments in high-pressure settings. Career Highlights: Revolutionizing Incident & Problem Management processes @ USPTOI architected the Major Incident process, reducing Incident durations by 99.6% and shifting the culture from reactive firefighting to proactive, collaborative resolution. This laid the foundation for true Problem Management maturity—catching issues before they impacted users. Accelerating Agile with Smart ToolingI led the modernization of the Enhanced Testing Center, streamlining development and testing workstation provisioning and account access for Tier-3 support. Results: improved agile team velocity,<1% post-deployment failures, and CSAT scores that never dipped below 99%. If I’ve helped you tackle the “impossible” or made lasting improvements to your team, I’d love to hear from you—your story matters. Let’s connect if you’re looking for a leader who:• Builds high-performing, collaborative teams• Leads cultural transformation in technical environments• Delivers solutions that last• Invests in continuous growth—of people, processes, and outcomes A Few Fun Facts:• I run a miniature animal rescue farm (mini horses, pygmy goats, Highland calves—follow along: IG @minifarmworld)• I lived in Iceland for 3 years; once ran into a fellow Texan classmate in line at a movie theater. • I collect rare vintage vehicles, including a 1932 Ford Model T and two military Gama GoatsLet’s connect and make meaningful change together.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.