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Jason Rief

@jasonrief

Senior IT Manager at Tosca Services who improved response time by 76% and resolution time by 38% in seven months.

At Tosca Services, I led North America Service Delivery for 850+ employees and partnered with EMEA teams to improve global service performance. Process improvements increased Average Response Time by 76% and reduced Time to Resolution by 38% within seven months.

At Kiewit Corporation, I led Edge Compute Operations across the U.S. and Canada, supporting more than 12,500 employees; depot operations achieved a 99.98% on-time laptop fulfillment rate. Previously at DTN, I expanded global help desk coverage into five additional countries and implemented a 24x7 follow-the-sun support model.

Experience

Work history, roles, and key accomplishments

Sr. IT Manager

Tosca Services

Mar 2025 - Jun 2026 (1 year 3 months)

Led North America Service Delivery operations supporting enterprise business functions and executive leadership, while partnering with EMEA teams to improve global service performance and user experience. Oversaw end-user technology services for 850+ employees and managed strategic vendor relationships.

IT Service Delivery Global Service Delivery end user support Executive Support Vendor Management Asset Lifecycle Management Data Governance Dynamics 365 AI Workflow Automation Managed Print Services Supply Chain Technology RFID Surveillance Technologies Process Improvement Incident Management Stakeholder Management

Sr. Manager of IT Support & Systems Administration

Kiewit Corporation

Jan 2023 - Jan 2025 (2 years)

Led Edge Compute Operations across the U.S. and Canada, managing a team of three System Administrators and six Depot Operations Technicians supporting more than 12,500 employees. Directed strategic wireless vendor partnerships and scaled depot operations to achieve a 99.98% on-time laptop fulfillment rate.

IT Operations Systems Administration Endpoint management Wireless Vendor Management Depot Operations RFID Mobile Device Management Microsoft Teams Rooms Incident Management Capacity Planning Resource Planning Stakeholder Management

Sr. Manager of Global Help Desk

DTN

Jan 2013 - Aug 2022 (9 years 7 months)

Directed all aspects of the Global Help Desk, including talent acquisition, onboarding and offboarding, performance management, operational metrics, technical documentation, employee development, and recognition programs. Scaled global IT support operations from 4 to 12 team members while expanding coverage into five additional countries.

Manager of DBA Administrators

DTN

Feb 2013 - Feb 2018 (5 years)

Led a team of five senior Database Administrators supporting Oracle, MySQL, SQL Server, and PostgreSQL environments, maintaining 99.99% production database availability. Led architecture planning and migration to Oracle Exadata and deployed SolarWinds Database Performance Analyzer.