Zachary W.
IT Support Leader | ITIL v4 Certified | Startup Scale-Up Experience (Series B & C)
- Role
- Information Technology Support Team Lead at Recovery Solutions
- Location
- Nashville, TN, US
- LinkedIn followers
- 500 followers
About Zachary W.
I’m an IT Support Leader with 5+ years of hands-on experience managing support teams…
Experience
Information Technology Support Team Lead
Jun 2025 — Present
Lead a service desk supporting users in a fast-paced, high growth Azure environment.Coached a cross-functional IT support team, driving operational excellence through training, process improvement, and KPI-driven accountability.Developed and implemented ITIL-based support workflows, escalation paths, and SOPs to ensure consistent service delivery across L1–L2 shared offshore teams.Trained and onboarded 8+ offshore IT technicians on standardized ticketing procedures and escalation workflows, ensuring consistent service delivery across support. teams.
Education
Middle Tennessee State University (MTSU)
Bachelor of Science (B.S.), Kinesiology and Exercise Science
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