Six people, each responsible for a different part of staying invisible.
Most of this team came from in-house IT or larger outsourcing operations before joining Service Desk Center.
Six years running tier-1 operations for a large offshore outsourcer before founding Service Desk Center in 2016. Still sits in on pilot-period QA calls personally.
Runs the day-to-day tier-1 floor across all client brands and owns the first-call-resolution number more than anyone else in the building.
Built the escalation matrix framework used in every onboarding. Previously led a systems engineering team at a regional healthcare network.
Owns Stage 2 of onboarding — brand and script integration — and has personally written more fake company greetings than he can count.
Designed the CSAT and first-call-resolution scoring system used across every client brand, and runs new-hire training before anyone touches a live ticket.
Leads the monitoring and alert-triage team, and is the person most likely to know something is wrong before a client's own dashboard shows it.
Curious what this team has actually learned running white-label operations? Read Runbook Notes, or get in touch directly.