Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Jarvis Brown

Service Desk Manager
Jackson,MS

Summary

Dynamic Service Desk Manager with extensive experience at Leidos, excelling in service level management and incident resolution. Proven track record of enhancing service quality through strategic process improvements and comprehensive staff training. Adept at fostering a customer-centric culture while leveraging ITIL best practices to drive operational efficiency.

Overview

12
12
years of professional experience
2
2
Certifications

Work History

Service Desk Manager

Leidos
Jackson, MS
09.2022 - Current
  • Manages scope of work, staffing and service level agreements and Interactive Voice Response (IVR) system for the Leidos IT Service Desk, supporting over 50,000 employees and contractors globally
  • Contact center averages over 10,000 answered calls and 1,500 answered chats per month
  • Improved service desk efficiency by streamlining processes and implementing best practices.
  • Optimized resource allocation by regularly reviewing team workload and adjusting schedules as needed.
  • Collaborated with cross-functional teams to address complex technical challenges and improve overall service quality.
  • Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
  • Increased first call resolution rate through comprehensive staff training and development programs.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Analyzed service reports to identify areas of improvement.
  • Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.
  • Hired, trained and supervised team of service staff members to meet business goals.

Service Desk Supervisor

Leidos
Jackson, MS
01.2019 - 09.2022
  • Managed service desk operations for the Justice Management Division under the Enterprise Standard Architecture (ESA) IV and V contracts
  • Led the service desk transition team to set up the Justice Management Division (JMD) service desk in 2019, according to industry best practices, ITIL and HDI guidelines. Desk moved from customer site in Washington, DC, to Clinton, MS
  • Led service desk team in JMD’s successful International Standards Organization (ISO) 20000 audits for IT Service Management
  • Analyzes help desk performance through various statistical and reporting methods - Provides weekly report cards and daily scorecards to the agents to increase performance on ESA IV. Skill sets are based on agents’ strengths based on ACD (Automatic Call Distributor) reports and ServiceNow reports. Tracks and produces reports analyzing agent performance, statistical trends, and issue resolution.
  • Drafts and sends outage communications to government for approval and distribution as part of managing outages impacting end-user services
  • Collaborated with IT management to develop strategic plans for improving overall service quality and efficiency.
  • Maintained up-to-date knowledge of industry trends to identify opportunities for continuous improvement of the service desk function.
  • Coordinated with other IT teams to ensure seamless integration of new systems and processes, minimizing disruption to end users.
  • Promoted a customer-centric approach among team members, emphasizing empathy, active listening, and effective problem-solving skills in all interactions with users.
  • Service Level Agreements Tracked: first-call resolution, average speed of answer, abandonment rate, incident resolution rate, customer satisfaction

Service Desk Team Lead

Leidos
Jackson, MS
01.2014 - 01.2019
  • Provide technical support to over 15,000 federal law enforcement officials and local law enforcement agencies
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Produced help desk and end-user knowledgebase documentation to aid in migrations to Office 365, “tech refreshes” from Windows XP to Windows 8 and Windows 10, and iPhone upgrades from iPhone 4 to iPhone 8
  • Trained agents to support user transitions from Windows 7 to Windows 10, OneDrive, and Office 365

Education

Master of Science - Network And Communications Management

DeVry University
Chicago
05.2001 -

Master of Science - Leadership

Belhaven University
Jackson, MS
12-2015

Bachelor of Science - Kinesiology

Mississippi State University
Starkville, MS
05.2001 -

Skills

Service level management

Incident management

Escalation management

ITIL framework

Customer service

Service quality management

ServiceNow

Certification

HDI Support Center Manager

Accomplishments


  • ITILv4 and PMP Trained
  • Collaborated with team of 20 in the transition of enterprise VPN solutions

Timeline

Service Desk Manager

Leidos
09.2022 - Current

Service Desk Supervisor

Leidos
01.2019 - 09.2022

Service Desk Team Lead

Leidos
01.2014 - 01.2019

Master of Science - Network And Communications Management

DeVry University
05.2001 -

Bachelor of Science - Kinesiology

Mississippi State University
05.2001 -

Master of Science - Leadership

Belhaven University

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Jarvis BrownService Desk Manager