On the Job
Matt is the Technology Support Manager for SVA, a Professional Services Company.
He oversees the day-to-day operations of the technology support team, which provides first-line support for all IT requests and issues.
Matt manages all the IT-based end-user processes and functions and works closely with SVA's leadership team to ensure IT is meeting all the firm's needs. Beyond the management of IT support services, he focuses on developing a process of continuous improvement, ensuring employees have the resources they need to provide a high level of customer service to clients.
He is responsible for the strategy and direction for all end-user IT functions and ensuring a high level of customer service.
Matt is also responsible for developing and maintaining Help Desk Service Level Agreements and reporting on Key Performance Indicator metrics, along with ensuring the firm is aligning with ITIL best practices.
Off the Job