Manager of Service Delivery
SilverPoint Systems Ltd
My role at SilverPoint is to help lead the transition from a small organization to a larger organization and implement ITIL framework into Service Operations. A large part of my time is spent creating policies and procedures that help the service department improve the employee experience. I lead a team of 9 team members who range in technical ability from level one help desk technicians to senior technicians. The team supports approximately 75 clients with a variety of technologies from the Microsoft Stack (AD/Exchange/Skype for Business/Office 365...), Custom Line of Business applications, Firewall and Network equipment and Phone Systems.