Daniel Underhill

Service Desk and IT Operations leader with 25+ years of experience supporting mission-critical, highly regulated environments. Proven track record managing global on-shore and off-shore service desk teams, owning ServiceNow platforms, and improving KPIs through data-driven service management and automation.

Senior Manager of IT, Global at Continuum Global Solutions (2019-01 – Present)

• Led global Service Desk operations across 11 contact centers, managing on-shore and offshore teams of 23+ technicians.
• Owned and administered the ServiceNow platform, supporting Incident, Request, Asset, and Knowledge Management.
• Built and maintained ServiceNow dashboards and executive reports tracking SLA compliance, MTTR, backlog, and technician performance.
• Drove KPI improvements through workflow standardization, automation support, and data-driven process improvements.
• Partnered with engineering teams on API integrations and automation initiatives to improve ticket routing and operational efficiency.
• Served as escalation lead for major incidents, coordinating rapid resolution and stakeholder communication.

IT Manager at Conduent Inc. (2014-01 – 2019-01)

Managed IT operations for a 1,000+ seat contact center leading service desk support, infrastructure reliability, and major incident response

ITS Senior Technician at Sprint PCS (1999-01 – 2014-01)

Supported large-scale contact center environments under strict uptime and redundancy requirements.