Tracey R.

About Tracey R.

I’ve spent over 20 years in IT Service Management, and if there’s one thing I’ve learned, it’s that a high-performing desk isn\'t built on software alone—it’s built on stability, data, and trust.Currently, I lead a global team of 50+ professionals, providing 24x7x365 support for managed services clients across North America. I specialize in taking high-pressure, complex environments and turning them into organized, manageable successes. A recent example: leading my team through an organization-wide rollout impacting approximately 300 facilities nationwide with less than three days\' notice.My \"playbook\" is simple: leverage the data (WFM, KPIs, and Root Cause Analysis) to fix the bottlenecks, then focus on the people. Whether it’s reducing abandonment rates by 50% or mentoring a team of 42 direct reports across three countries, I’m driven by the challenge of making a service desk run like a well-oiled machine.Beyond the metrics (ASA, FCR, and SLAs), I’m an MBA and M.Ed. graduate committed to \"Human-First\" leadership—identifying talent, building career paths, and ensuring that our clients don\'t just get their tickets closed, but actually feel supported.

Experience

1. Service Desk Manager

   DAS Health

   Aug 2021 — Present · Tampa, FL, US

   As the Service Desk Manager at DAS Health, I lead a high-performing team of 40+ professionals delivering 24x7x365 support to managed services clients across North America. By establishing client-specific KPIs and providing the necessary tools and resources, I\'ve successfully improved first contact resolution (FCR) and average speed of answer (ASA).To ensure ongoing service excellence, I\'ve implemented a comprehensive quality management program. By analyzing team and individual performance data from Ring Central Contact Center, ServiceNow, and ConnectWise, I\'ve identified areas for improvement, driving targeted training initiatives and enhancing overall client support. Additionally, I\'ve implemented a staff development program that has resulted in lower attrition and increased employee satisfaction.To optimize our service delivery, I\'ve spearheaded strategic initiatives such as merging two service desks and creating specialized support roles. These changes have streamlined operations, improved efficiency, and enhanced our ability to meet client needs. To support these initiatives, I\'ve implemented a robust training program for new hires and ongoing professional development opportunities for existing staff.

Education

• Rhode Island College

  M.Ed., Education

• East Tennessee State University

  B.S., Education

  1987 — 1991

• East Tennessee State University

  Bachelor of Science

• University of Phoenix

  Master of Business Administration

• Rhode Island College

  Master of Education

Skills

• Windows Xp
• Process Improvement
• Team Building
• Management
• Networking
• Outlook
• Pacs
• Microsoft Office
• Active Directory
• Xp
• Windows Server
• Hardware
• Operations Management
• Troubleshooting
• Disaster Recovery
• Program Management
• Training
• Sharepoint
• Visio
• Operating Systems
• Strategic Planning
• Account Management
• Team Leadership
• Data Analysis
• Leadership
• Windows 7
• Ehr
• Public Speaking
• Security
• Supervisory Skills
• Technical Support
• Business Analysis
• Software Documentation
• Team Management
• Windows
• Project Management
• Vpn
• Healthcare
• Healthcare Information Technology
• Access