Neil Tansey

As NWN’s Service Desk Manager, I manage Team Leads and Engineers in a managed service setting working together to deliver on our SLAs and KPIs. I work with our clients to ensure we are achieving their goals as an organization. Through data analytics I identify inefficiencies and develop methods to correct them. A key function of my role is to build and maintain relationships. Working with stakeholders and understanding their organizational needs and personal goals is as important as developing a strong culture within our Service Desk. My goal for our service desk engineers is to help them discover where they would like to go in their careers and assist them with getting there. Along with working to better our client’s environment I develop processes and lead projects to continue to strengthen our internal organization. From revamping our interview process, developing and managing a new file organizational structure, and working to develop more efficient onboarding process I look for ways to continuously drive process improvement.