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Jose Vergara

@josevergara

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Service Desk Manager driving operational efficiency and high-performing technical teams.

Peru

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What I'm looking for

I seek a leadership role where I can optimize support operations, coach high-performing teams, apply ITIL best practices, and drive measurable improvements in customer satisfaction and efficiency.

I am a results-driven Service Desk Manager with over a decade of experience leading large customer service and technical support teams, currently overseeing 8 supervisors and 130 remote technicians to deliver exceptional service and continuous improvement. I have a proven record of reducing call wait times, increasing customer satisfaction, implementing training programs that improve retention, and streamlining HR and payroll processes to improve operational efficiency.

My background spans leadership roles in service desk management, case management, retail store operations, distribution supervision, and content writing, supported by certifications in HR, project management, and learning & performance. I am committed to coaching teams, aligning operations with ITIL best practices, and partnering with stakeholders to drive measurable performance gains and cost savings.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Manager

Current

Webhelp

Sep 2020 - Present (5 years 6 months)

Lead a service desk of 8 supervisors and 130 remote technicians, implementing ITIL-aligned processes that reduced call wait times 50% and improved customer satisfaction by 25% while managing budgets and workforce forecasting.

ITIL Service Desk Management Team Leadership Incident Management Process Improvement Coaching

Lead Case Manager

Geeks On Site

Nov 2017 - Sep 2020 (2 years 10 months)

Managed a team of 12 case managers and payroll staff on a freelance recruitment project across 4+ years, improving onboarding and payroll processes and driving operational efficiency and client satisfaction.

Team Leadership Recruitment Operations Process Improvement Client Relations Performance Management Budgeting Data Analysis

Content Writer

BoxMarketDigital

Aug 2018 - Jun 2020 (1 year 10 months)

Researched and produced SEO-optimized web content, managing an editorial calendar and collaborating with designers and developers to increase content quality and publishing consistency.

Content Writing SEO Research CMS Headline Optimization Collaboration

Store Manager

The North Face

Dec 2015 - Nov 2017 (1 year 11 months)

Managed all store operations including sales, merchandising, inventory and a sales team, driving revenue and ensuring compliance with company policies while developing staff through coaching and training.

retail management Sales Strategy Inventory Management Merchandising Customer Service & Compliance Performance Analysis

Distribution Supervisor

Publishers Circulation Fulfillment

Mar 2012 - Apr 2014 (2 years 1 month)

Supervised delivery operations and drivers, optimized routes and schedules to improve distribution efficiency, and maintained delivery records and vehicle readiness to meet service targets.

Logistics Team Supervision Operations Management Scheduling Reporting Quality Control Recruitment