ITSS Team Leader
Critical Incident Coordinator
Being in support gave me the ability to see all of the software we support within our organization.
Being in a position in the support center after software is released into production allowed me to see software support in a different lens than what I was used to doing as a developer.
The support center allowed me to learn how to coordinate teams within IT to find resolution as quickly as possible to ensure downtime was minimal. I was no longer a single contributor solving a problem. I now had to lead developers from all areas to find resolution to the issues.
Providing Incredible Customer Service
At Wegmans we strive for incredible customer services. Managing the help desk team, gave me an opportunity to provide my employees tools to help them resolve customers issues quickly. Our goal was to resolve issues as a team 85% of the time the customer first called in (FCR or first call resolution). My team achieved this goal due to some process improvements made.
The first process improvement was creating a single source location where the team could communicate known issues and resolutions. This helped people coming in on different shifts when answering calls as soon as their shift started. It also helped when some folks answered calls from home and weren't in the support center to know or hear what was going on immediately.
The second process improvement was working with development to begin a turnover process to my team when new features\technology were being released to production and our customers. This helped educate the team on the software and allowed them to ask questions on how to support the customer when calls came in. It also gave us the ability to review documentation beforehand so we could make improvements if needed to help with support.
Career Goals Achieved
Implemented chat messaging as a new channel of communication to report issues
First time learning to manage a team
Learned managerial courage and have difficult conversations
Learned how to manage change through others within the team
Turned reports that were manually calculated and emailed into reports that were calculated through an automated process within our support tool, Remedy