Jeff Whitehouse
IT Service Delivery Manager
Results-driven IT leader with 14+ years of progressive experience directing enterprise support operations, helpdesk teams, and IT asset lifecycles. Proven expertise administering enterprise Freshservice ITSM environments, aligning service delivery with ITIL v4 frameworks, and optimizing hardware/software procurement across multi-site organizations. Trusted partner to executive leadership for service escalations, cross-departmental onboarding, and continuous operational improvement.
Core Competencies & Technical Skills
IT Service Management (ITSM)
Enterprise Freshservice administration, ITIL v4 framework (Incident, Request, Problem, and Change Management), SLA governance, service catalogs, and cross-departmental workflow design.
Leadership & Operations
Directing helpdesk and inventory teams, business-hours and after-hours coverage planning, staff mentoring, performance reviews, technician onboarding guides (SOPs), and escalation management.
Procurement & Asset Lifecycle
End-to-end hardware procurement, software licensing, wireless carrier management (Verizon), vendor negotiations, and asset tracking from procurement to decommissioning.
Systems & Infrastructure
Enterprise Windows 10/11 fleet management, Active Directory, Microsoft 365 administration, VOIP phone systems, networking fundamentals (TCP/IP, DHCP, DNS), and PowerShell scripting.
Professional Experience
IT Service Delivery Manager
Subsidiary of IES Holdings · Reporting to Director of IT
- Direct and mentor the helpdesk and IT inventory/asset teams, establishing service delivery standards, goal-setting frameworks, and comprehensive coverage across national field and corporate offices.
- Oversee administration of the enterprise Freshservice platform; configure custom workflows, queues, and service catalogs, successfully onboarding business units including Real Estate and Data Center Services.
- Implement ITIL-aligned Incident, Request, Problem, and Change Management practices, standardizing escalation pathways and driving cross-functional resolution velocity.
- Own IT procurement operations, including recurring computer hardware and software purchasing, licensing compliance, and wireless carrier account management (Verizon).
- Develop service delivery performance metrics and executive dashboards (ticket volume, resolution times, asset accuracy) to provide actionable operational insights to leadership.
- Authored the department's operating guide and technician onboarding manual covering HRIS, ITSM, Active Directory, and vendor management, significantly cutting technician ramp time.
- Serve as primary technical escalation manager for high-priority incidents; coordinate internal technical teams and third-party vendors through complex recovery and system restoration efforts.
IT Service Delivery Manager
Promoted 2026Helpdesk Manager
July 2024 — 2026Helpdesk Administrator → Lead Helpdesk Administrator
March 2020 — July 2024Level II Service Desk Analyst
- Served as senior technical escalation point for Tier 1 analysts handling complex operating system, software, and network connectivity issues in an outsourced enterprise service desk environment.
- Increased first-contact resolution (FCR) rates and queue efficiency by coaching and mentoring front-line analysts on troubleshooting methodologies and root-cause analysis.
Help Desk Analyst
- Delivered enterprise first-line technical support covering user account management, Active Directory administration, software deployment, and incident triage for large client environments.
- Collaborated with Tier 3 network and infrastructure engineering teams on complex incidents, maintaining ticket ownership and clear stakeholder communication through resolution.
Certifications & Education
- CompTIA Network+ · Sep 2026
- ITIL 4 Foundation · Sep 2024
- Microsoft Certified: Azure Fundamentals (AZ-900) · Jun 2024
- CompTIA Security+ — in progress
Associate of Applied Science (A.A.S.)
Cisco Network Engineering