Chris Morton
IT OPERATIONS MANAGER | END USER COMPUTING | SERVICE DESK LEADERSHIP
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About
Results-driven IT Operations Manager with more than 20 years of experience leading Service Desk, End User Computing (EUC), Desktop Support, and IT Operations teams within Fortune 500 environments. Proven success improving service delivery, exceeding SLA targets, optimizing IT support processes, and developing high-performing technical teams that consistently deliver exceptional customer experiences. Experienced managing enterprise desktop environments, endpoint technologies, executive support, workplace technology, and hardware lifecycle programs supporting more than 5,000 users and devices.
Recognized for improving operational efficiency, strengthening customer satisfaction, mentoring technical staff, and partnering with business leaders to deliver reliable, business-focused technology services.
Experience
Manager II – Information Management at XEROX (2021-08 – 2025-10)
Managed enterprise IT Operations supporting multiple U.S. locations with responsibility for End User Computing, desktop engineering, executive technology support, enterprise print services, and workplace technology. Led geographically dispersed support teams while partnering with business leaders to improve service delivery and customer satisfaction.
- Managed enterprise IT Operations while consistently meeting service level, operational, and customer satisfaction goals.
- Recruited, coached, and developed technical staff supporting Tech Bar operations across multiple states.
- Implemented enterprise JAMF support processes, improving Mac endpoint management and operational consistency.
- Coordinated enterprise hardware migration during a major facility closure with no disruption to business operations.
- Served as senior escalation point for critical technology issues, ensuring timely resolution and minimizing business impact.
- Partnered with business leaders to improve service delivery, streamline support operations, and enhance the end-user experience.
- Introduced operational improvements that strengthened accountability, increased efficiency, and improved team performance.
Site Lead / Senior Analyst – VP Desktop Support at XEROX (2019-10 – 2021-08)
Managed executive desktop support operations for senior leadership and Centers of Excellence while overseeing collaboration technologies, conference room environments, and enterprise hardware deployments.
- Delivered white-glove technical support for executive leadership.
- Coordinated workplace technology initiatives supporting remote and hybrid work.
- Managed collaboration technology deployments with minimal business disruption.
- Built strong relationships with executive stakeholders through responsive customer service.
Site Lead – IT Infrastructure at EXCELL (2013-11 – 2019-09)
Led End User Computing and infrastructure support operations for a manufacturing environment while serving as the primary escalation point for critical technical issues.
- Improved SLA performance by 90% through operational improvements and increased team accountability.
- Designed and implemented the organization's first hardware lifecycle management program.
- Managed desktop refreshes, infrastructure modernization, and enterprise deployment projects.
- Standardized support procedures that improved operational consistency and customer satisfaction.
- Partnered with business leaders to align IT services with operational objectives.
Service Delivery Manager at ATOS / Siemens IT Solutions (2012-10 – 2013-05)
Managed Service Desk, Deskside Support, and Asset Management operations supporting more than 5,000 enterprise endpoints.
- Increased SLA compliance by 40% within three months.
- Reduced aged ticket backlog by 50% through workflow redesign.
- Coordinated enterprise deployment and infrastructure modernization projects.
- Optimized operational processes and vendor relationships to improve service delivery.
Senior Support Specialist / Team Leader at ATOS / Siemens IT Solutions (2007-08 – 2012-10)
Led multi-site desktop support teams while managing hiring, coaching, performance management, vendor coordination, and operational reporting.
- Recruited and developed more than 14 IT professionals.
- Standardized support procedures that improved service quality and operational consistency.
- Produced executive KPI and SLA reporting supporting operational planning.
- Fostered a collaborative, customer-focused team culture.
Education
Associate of Applied Science (A.A.S.) in Information Technology, Cybersecurity & Internet Technologies – Stanly Community College
