IT Service Delivery Manager · IES Communications · Phoenix, AZ
IT Service Delivery Manager at IES Communications in Phoenix, AZ. Directing enterprise service desk operations, ITSM platforms, asset lifecycle management, and support teams across corporate and field environments.
Core competencies
Leading support teams, service management platforms, and IT asset lifecycles across distributed enterprise environments. Focused on ITIL best practices, operational efficiency, and dependable service execution.
Enterprise Freshservice administration. Designing ITIL-aligned incident, request, problem, and change workflows, cross-departmental queues, and SLA metrics.
Managing and mentoring helpdesk and inventory teams. Coverage scheduling, technician onboarding frameworks, escalation management, and process improvement.
End-to-end hardware procurement, software licensing, wireless carrier management (Verizon), and strict asset tracking from intake to retirement.
Windows enterprise fleet support, Active Directory, Microsoft 365 administration, VOIP systems, and PowerShell scripting for audit and automation.
Selected work
A mix of enterprise operational leadership and infrastructure I run on my own time. The lab projects are how I stay hands-on with networking and systems.
Architected Freshservice workflows, ticket queues, and service catalogs to expand service delivery beyond IT, successfully onboarding business units including Real Estate and Data Center Services.
Led front-line helpdesk recovery operations and user support during an enterprise ransomware event. Coordinated with specialized external recovery vendors and internal technical teams through an extended remediation effort while maintaining secure end-user operations.
Authored the department's operating guide covering ITSM administration, Active Directory, procurement workflows, and vendor contacts, establishing standardized ramp documentation for new technicians.
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 the helpdesk and IT asset management teams, administer the enterprise Freshservice ITSM platform, and direct national procurement and endpoint operations across corporate and field offices.
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.
Get in touch
Based in Phoenix, AZ. Reach out about service desk management, ITSM, endpoint operations, or leadership opportunities.