Open to opportunities

Caitlin Flory

@caitlinflory

Message

IT operations leader driving global service desk performance and process improvements.

United States

Message

What I'm looking for

I am seeking a leadership role in IT operations or service desk management where I can improve SLAs and CSAT, scale support globally, and mentor teams in a security-conscious, collaborative environment.

I am an IT operations and support leader with 12+ years of experience managing global service desk teams, optimizing enterprise support ecosystems, and improving SLAs, CSAT, and ticket resolution performance.

I have extensive hands-on experience with Microsoft 365, Intune, JAMF, Jira, Confluence, Zendesk, and ServiceNow, and I partner closely with information security, governance, and compliance teams to operationalize policy and risk mitigation.

I build high-performing distributed teams, design knowledge bases and SOPs, and use analytics (Power BI, Viva Goals) to drive continuous improvement and measurable operational outcomes.

Experience

Work history, roles, and key accomplishments

Current

IT Technical Manager

Current

Leidos

Feb 2025 - Present (1 year)

Direct a global technical support team across hybrid Mac/Windows environments, improving SLA adherence and CSAT through centralized knowledge base, metrics-driven operations, and compliance with security policies.

Zendesk Jira Confluence Intune Jamf SLA Management CSAT Incident Management

IT Manager

ICF

Nov 2023 - Feb 2025 (1 year 3 months)

Led an international Tier 3 support team and drove large-scale change and continuous improvement programs, implementing Power BI–driven performance measurement and increasing operational efficiency across distributed channels.

Power BI Jira ServiceNow Process Improvement Stakeholder Management Change Management

IT Manager

University of Maryland

Aug 2021 - Nov 2023 (2 years 3 months)

Provided strategic leadership for enterprise desktop and technical support, maintaining 98% SLA adherence while managing Intune and JAMF deployments and implementing ITIL-aligned processes.

Intune Jamf Jira ServiceNow ITIL SLA Management Asset Management Change Management Knowledge Management

IT Analyst Team Lead

University of Maryland

Jun 2017 - Aug 2021 (4 years 2 months)

Managed service desk operations and strategic improvements, led remote support transition during COVID-19, and served as SME for operational workflows and university IT systems.

Service Desk Management Remote Support Incident Management Troubleshooting Windows MacOS User Training

IT Analyst

University of Maryland

Dec 2012 - Jun 2017 (4 years 6 months)

Provided multi-channel technical support and troubleshooting for end-users, ensuring timely resolution of IT issues and consistent service delivery.

end user support Troubleshooting Ticketing Systems Windows MacOS Customer Service Asset Management

Education

Degrees, certifications, and relevant coursework

University of Maryland Global Campus

Master of Science, Cloud Computing

Completed graduate and undergraduate studies with a Master of Science in Cloud Computing and a Bachelor of Science in Business Management with a minor in Terrorism & Critical Infrastructure.