MarketoIT Support Manager
Jun. 2017 - Jan. 2019Greater Denver Area- Develop, Scale and Lead award winning, global, IT Support team to enable Marketo’s ever growing internal customers and with a extremely favorable reviews from my team members.
- Develop objectives, key results, dashboards and a cadence of review / accountability that drive improved customer experience, achieve customer outcomes, and the key revenue / operating objectives of Marketo.
- Maintain high level of customer satisfaction and published service level agreements. - Utilize technical background combined with customer service experience to maintain and elevate customer satisfaction. - Lead and manage a growing team of IT Support professionals, of varying skills and experience levels, based out of geographically disperse locations. - Evaluate team workload, productivity and monitor for process adherence and compliance. - Able to strike a balance of being self-motivated and self-sufficient while remaining a team member and team player. - Conduct process-based approach to meeting organizational goals and project management. - Ability to understand business requirements and how they relate to technical requirements. - Maintain organization's effectiveness, efficiency and quality of service by delivering, and supporting strategic plans for implementing information technologies.