Service Desk Manager
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Hello, My name is Macson Florvil and I am a technical support professional with over 10 years in the IT industry and three years of experience leading a help desk team and resolving complex technical issues. I’ve always enjoyed helping people understand technology and making their experience as smooth as possible. Over the years, I’ve developed strong troubleshooting, communication, and leadership skills that allow me to manage both people and problems effectively.
I currently have an ITIL V4 Foundation Certificate in IT Service Management. My goal is to bring my technical expertise and customer support background into an environment that values teamwork and continuous learning.
Strategic IT leader with 10+ years in technology operations and 3+ years managing service desk teams in healthcare environments. Skilled at building high performing teams, implementing ITIL based processes, and optimizing service delivery for 1,000+ users. Proven ability to drive performance metrics, reduce incident resolution time, and elevate user satisfaction.
Associates degree in Computer Science
