![Daniel Coffman](https://jobicy.com/react/themes/app/images/avatar.jpg)
Daniel Coffman

# Service Desk Manager

Actively looking · Member since 16 Apr 2025 [Message](https://jobicy.com/dashboard-page.md)

ShareLocationUnited StatesDesired salaryfrom 35 USD/hourlyWork preferenceFull TimeExperience levelNot set
* [Overview](#overview)
* [Portfolio 0](#portfolio)
* [Services 0](#services)

## About

Professional summaryI have built my experience purposefully with a strong technical background, maximized my leadership ability, and became ever more passionate about quality documentation.

## Skills

10 capabilities[Account Management](https://jobicy.com/talent/account-management.md)[Active Directory](https://jobicy.com/talent/active-directory.md)[Analytical Skills](https://jobicy.com/talent/analytical-skills.md)[Change Management](https://jobicy.com/talent/change-management.md)[Client Relationship Management](https://jobicy.com/talent/client-relationship-management.md)[Communication Skills](https://jobicy.com/talent/communication-skills.md)[Knowledge Management](https://jobicy.com/talent/knowledge-management.md)[Microsoft Office](https://jobicy.com/talent/microsoft-office.md)[Team Management](https://jobicy.com/talent/team-management.md)[Troubleshooting](https://jobicy.com/talent/troubleshooting.md)

## Experience

Career history

### Service Desk Manager · Frontline Managed Services

To 03/2025• Created documentation and coached the personal development of Team Leads and IT Service Desk Analysts to meet KPIs through behavior-based coaching.
• Interfaced with clients to align objectives with company policies and contract requirements, including policy development, complaint remediation, and proactive issue identification.
• Analyzed KPI metrics to develop processes that minimize human error.
• Created and maintained a Knowledge Base based on provided handling instructions and common issue resolutions identified by analysts.
• Reviewed daily staff scheduling based on business demands and labor requirements.

## Education

Learning history

### Southern Illinois University Edwardsville

12/2017Bachelors of Science

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