Kirstyn Kenny
Dublin
Summary
Dedicated and results-oriented Service Desk Manager with over 8 years of experience in IT service management. Proven track record of leading teams to deliver exceptional technical support and maintaining high levels of customer satisfaction. Seeking to leverage leadership skills and strategic vision to drive efficiency and excellence in IT service delivery.
I am passionate about leveraging technology to improve business processes and outcome.
My goal is to continuously enhance my skills and knowledge and deliver the best possible service to my clients and employers.
Overview
8
8
years of professional experience
Work History
Service Desk Manager
CMG Interactive LTD
Dublin
04.2016 - Current
- Managed service desk operations, including handling customer inquiries and complaints.
- Ensured all incidents were resolved within the agreed SLA timeframes.
- Monitored performance of service desk staff and provided coaching as needed.
- Created reports on service desk activities for senior management review.
- Collaborated with other departments in order to resolve customer issues quickly and efficiently.
- Assisted in the recruitment process by interviewing potential candidates for service desk positions.
- Organized training sessions for new team members to ensure they had the necessary skills to perform their duties effectively.
- Established KPIs to measure team performance against set objectives.
- Implemented best practices for incident resolution across the organization.
- Worked closely with vendors to ensure timely delivery of hardware and software solutions.
- Coordinated with third-party suppliers when necessary in order to provide an optimal level of customer service.
- Served as a liaison between customers and other teams within the organization in order to facilitate communication about IT related matters.
- Lead a team of service desk technicians, providing guidance, and performance evaluations to ensure high-quality service delivery.
- Develop and implement service desk procedures, policies, and standards to optimize efficiency and effectiveness.
- Oversee incident, problem, and change management processes, ensuring timely resolution of IT issues and minimal disruption to operations.
- Collaborate with cross-functional teams to identify and address systemic issues, driving continuous improvement in service delivery.
- Manage service desk resources, including staffing, training, and scheduling, to meet service level agreements (SLAs) and performance targets.
- Implement and maintain service desk tools and technologies to enhance productivity and streamline workflows.
- Analyze service desk metrics and KPIs to identify trends, track performance, and make data-driven decisions for process improvement.
- Foster a culture of customer service excellence, promoting professionalism, empathy, and responsiveness in all interactions with users.
Education
ITIL Foundation V4 - Distinction - ITIL Framework
Axelos
Dublin, Ireland05-2019
Certificate in Business & IT Administration - Business & IT Administration
Fetac Business & IT Administration Course
Mayo06-2006
Leaving Certificate - Leaving Certificate
Sancta Maria College
Ballyroan, Dublin 1606-2004
Skills
- IT Service Management (ITSM)
- Incident, Problem, and Change Management
- Service Desk Operations
- Team Leadership and Management
- Customer Relationship Management
- Service Level Agreement (SLA) Management
- ITIL Framework
- Communication and Interpersonal Skills
- Analytical and Problem-Solving Abilities
- Call Queue Management
References
References available upon request.
Timeline
Service Desk Manager
CMG Interactive LTD
04.2016 - Current
ITIL Foundation V4 - Distinction - ITIL Framework
Axelos
Certificate in Business & IT Administration - Business & IT Administration
Fetac Business & IT Administration Course
Leaving Certificate - Leaving Certificate
Sancta Maria College
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