Helpdesk Manager · IES Communications · Phoenix, AZ
I run a seven-person helpdesk and the asset management function for a national communications contractor. Most of my time goes to the unglamorous work that keeps support boring in the best way: ticket quality, escalation paths, endpoint standards, and people who stay.
What I do
Fourteen years across outsourced service desks and in-house IT, from first-line analyst to running the function. The pattern that keeps repeating: measure the queue, fix the process, then train the people.
ITIL-aligned incident and request workflows in ManageEngine ServiceDesk Plus. SLA reporting, escalation design, and knowledge base ownership.
Windows fleet management, Active Directory, Microsoft 365, RMM tooling, and imaging and deployment standards for field and office staff.
PowerShell for audit and remediation scripting. Ticket data analysis and dashboards that turn queue noise into staffing and training decisions.
Hiring, performance reviews, on-call and coverage planning, vendor management, and inventory operations including hardware and software purchasing.
Selected work
A mix of work at IES and infrastructure I run on my own time. The lab projects are there because they're how I stay hands-on while managing.
Analyzed 56,000+ ServiceDesk Plus tickets and built an interactive dashboard and formal report for leadership. Turned raw queue history into staffing, training, and workload decisions instead of anecdotes.
Led the helpdesk side of a ransomware incident: coordinated external vendors and internal recovery through an extended remediation effort while keeping end users supported.
Wrote the department's operating guide covering HRIS, ITSM, Active Directory, and vendor management, so a new technician ramps from documentation rather than tribal knowledge.
PowerShell scripting for fleet audits and remediation, and imaging and deployment standards for a mixed field and office Windows estate.
Tailscale mesh across home, cloud, and a dedicated Debian exit node. Key-only SSH, API-managed, with a baked-in Wi-Fi fallback so the node recovers without hands on it.
Structured NAS backup layout with scripted offsite sync to cloud storage. Deduplicated ~137 GB of redundant data after verifying every copy against the primary first.
Experience
Full detail, bullets, and a print-ready version on the resume page.
Mar 2020 — present
IES Communications · Tempe, AZ
Lead seven helpdesk technicians and the IT inventory and asset management group. Primary IT interface with executive leadership for reporting, escalations, and service expectations.
2018 — 2020
Serco North America · Dayton, OH
Escalation point for Tier 1 agents on complex technical issues. Improved first-call resolution by coaching and training the front line.
2011 — 2018
ATOS IT Services · Mason, OH
First-line technical support at scale, and collaboration with specialist IT teams on issues beyond the desk.
Contact
Based in Phoenix. Happy to talk about service desk management, ITSM, endpoint operations, or the move from support into security and GRC.