Looking for a job

Deb Thurston-Herrera

@debthurston-herrera

Message

I lead high-volume IT service desks, improving SLA performance, incident resolution, and customer satisfaction.

United States

Message

What I'm looking for

I'm seeking a Help Desk Manager role where I can lead service delivery, supervise teams, strengthen incident and escalation operations, and support effective user support for an organization with a meaningful mission.

I've led enterprise IT service desk operations at SpartanNash, directing teams of up to 21 professionals while sustaining 98% customer satisfaction and consistent SLA performance. I improved SLA adherence to 96%, raised first-level resolution to 75%, and reduced reopened incidents to 0.5% through stronger queue oversight and service execution.

Most recently, I managed 24/7 help desk operations at CorVel Corporation, overseeing incident procedures, performance management, critical escalations, and AI-enabled process improvements. Across my service desk leadership career, I've reduced incident volume by 26%, shortened P1 resolution to 34 minutes, and built teams through coaching, recruiting, and operational discipline.

Experience

Work history, roles, and key accomplishments

IT Manager (Temp)

CorVel Corporation

Feb 2026 - Jun 2026 (4 months)

Managed daily help desk operations for a 24/7 team, coordinated workloads, and supported continuous improvement in customer support delivery. Directed performance management activities and established incident management and SLA procedures.

Helpdesk operations Incident Management SLA Management Performance Management AI tool adoption Problem Solving Attention To Detail

Sr. Manager, IT Service Desk

SpartanNash

Jun 2020 - Jun 2025 (5 years)

Directed a team of 21 IT professionals in a high-volume enterprise service desk environment, sustaining 98% customer satisfaction and consistent SLA performance. Implemented incident and problem management practices that reduced incident volume by 26% and improved SLA adherence to 96%.

IT Service Desk Incident Management Problem Management SLA Management KPI development Power BI Team Leadership Recruitment Onboarding Mentorship Cross Functional Collaboration

Manager, IT Service Desk

SpartanNash

Jan 2011 - Dec 2020 (9 years 11 months)

Managed daily operations of a 24/7 IT Service Desk supporting 17,000+ users, improving customer service response efficiency by 22%. Built and expanded a high-performing team of 21 members, increasing productivity by 30% through leadership-focused training.

IT Service Desk 24 7 Operations Team Building Coaching Knowledge Management Documentation Process Improvement

Supervisor, IT Computer Support

Spartan Stores

Jan 2001 - Dec 2011 (10 years 11 months)

Supervised 24/7 operations for a Computer Support Center handling 200+ daily support requests. Refined support center efficiency by 15% by planning weekly Magic Total Service Desk modifications and communicated monthly key metrics.

Supervision 24 7 Operations First Call Resolution Average Handle Time Customer Satisfaction Staffing Talent Management

Computer Support Specialist

Spartan Stores

Jan 1995 - Dec 2001 (6 years 11 months)

Developed, coordinated, and managed the relationship between customers and IT to ensure desired service levels. Boosted team performance by 15% by mentoring and coaching 10 staff members.

Customer Relationship Management Mentorship Coaching Team Performance

Procurement Clerk

Department of Defense

Jan 1987 - Dec 1995 (8 years 11 months)

Verified procurement accuracy by validating data in over 50 documents monthly, reducing errors and streamlining processes. Organized and preserved over 300 procurement files monthly to ensure accessibility and compliance.

Procurement Data Validation Document Management Compliance IT Modernization