Christopher Roche

I’m a versatile IT professional and current Manager, Technology Service Desk, focused on overseeing daily operations, ensuring timely incident and request resolution, and keeping onboarding tasks running smoothly. I manage staff scheduling, workflow, and performance to maintain service quality and SLA adherence while monitoring KPIs like first-contact resolution, resolution time, and escalation rates.

At BHG Financial, I support enterprise platforms including Windows 11, macOS, iOS, Android, Microsoft 365, Zoom, Intune, Jamf, and Tanium. I maintain IT hardware inventory and warehouse logistics to ensure equipment readiness and timely deployment, and I implement ITIL-aligned best practices by improving documentation and building programs that increase operational efficiency.

Previously at Chewy, I served as IT Site Support III (Team Lead/Supervisor), leading the rollout of an in-person IT helpdesk and designing spaces to meet technician needs—achieving a 99%+ NPS by refining operational processes. I built and maintained ServiceNow dashboards for performance tracking, asset management, and incident resolution, and I streamlined troubleshooting and knowledge sharing with internal documentation repositories in SharePoint and Confluence. I also acted as a Tier 3 escalation point for complex incidents.

Earlier, as a Field Operations Specialist II (Team Lead) at Citrix, I managed the design and implementation of an internal IT helpdesk and created ServiceNow dashboards for operational metrics, using strong expertise in Citrix Workspace and cloud/networking. I started in customer service development roles at Chewy, where I built training programs and team processes that improved performance and customer satisfaction.