A structured approach to earning trust, assessing operations, and delivering measurable improvement across Service Desk, End User Services, and Warehouse IT support from day one.
No assumptions. Deep immersion across every layer of the operation, covering the team, the tools, the workflows, the pain points, and the stakeholders who depend on IT every day. Credibility is earned by listening first.
Schedule individual sessions with every direct report and key cross-functional partner across Infrastructure, Information Security, Applications, Operations, and site leadership. Understand their perspective on what is working and where the friction is.
Shadow the team on live tickets, review 90 days of ticket history, and analyze volume by category, site, and tier. Assess current SLA attainment, escalation patterns, and backlog health against established targets.
Walk every distribution center floor and warehouse environment to observe device usage, coverage gaps, and operational realities firsthand. This includes Zebra printers, Honeywell scanners, Proglove devices, and label print workflows under real load conditions.
Evaluate the current ticketing platform configuration and process maturity across incident, request, problem, change, and knowledge disciplines. Assess the completeness and accuracy of asset records across all sites.
Assess current Office 365 administration standards, admin role assignments, mailbox support workflows, and governance documentation. Identify gaps against audit-readiness and security requirements in coordination with Information Security.
Meet with the VP of IT Infrastructure and key business leaders to understand top priorities, current frustrations with IT support, and strategic expectations for the Service Desk function over the next 12 months.
Translate assessment findings into a structured improvement roadmap. Establish governance foundations, define performance standards, and implement the operational disciplines that will drive consistent, measurable outcomes.
Define or formalize SLA and OLA targets for all service categories across office and warehouse environments. Establish the monthly KPI reporting cadence and baseline current performance so improvement can be tracked against a clear starting point.
Establish a formal device readiness program for all warehouse and distribution center equipment, including preventive maintenance schedules, replacement decision criteria, and rapid restoration protocols for business-critical device failures during peak operations.
Define clear criteria for what is resolved at Tier 1 versus escalated to Tier 2 or 3. Formalize escalation transfer documentation requirements and close-out standards to ensure audit trails and knowledge retention at every handoff.
Design or restructure the knowledge base with defined article standards, update ownership assignments, and adoption targets. Build toward measurable improvement in first-contact resolution through self-service and technician-facing documentation.
Document and enforce standardized practices for all M365 administration activities, including mailbox provisioning, shared mailbox governance, distribution list management, admin role assignments, and Teams and SharePoint support workflows. All practices will be auditable and aligned to access control and security requirements in coordination with Information Security.
Activate the roadmap. Deliver the first wave of durable improvements, report against the baseline, and demonstrate that Service Desk operations at FFF Enterprises are moving in the right direction with data to prove it.
Identify the top recurring incident categories from ticket history analysis and implement root-cause resolutions through problem management tickets, self-service enablement, infrastructure fixes, or documentation improvements. Track reduction rate month over month.
Formalize the endpoint lifecycle program with documented provisioning standards, imaging builds, deployment workflows, refresh schedules, and secure return and disposal processes. Coordinate leasing schedules with the VP of IT Infrastructure for laptops and mobile devices.
Establish weekly team standups, monthly SLA performance reviews, and individual 1:1 cadences with each direct report. Implement a formal recognition and accountability structure so high performance is visible and development needs are addressed proactively.
Implement documented, checklist-driven onboarding and offboarding device workflows with role-based task assignments. Close the control gaps that create security and audit risks during employee transitions, coordinating with HR and Security on access governance.
Publish the first formal monthly Service Desk KPI report to the VP of IT Infrastructure and relevant stakeholders. The report covers SLA attainment, ticket volume and trends, first-contact resolution rate, backlog health, major incidents, repeat incident progress, and resource utilization. This becomes the ongoing accountability mechanism and the foundation for continuous improvement planning every quarter.