Open to opportunities

Selvie Dayem

@selviedayem

Service Desk Technical Lead at Qlogitek improving service delivery, incident resolution, and IT asset management.

At Qlogitek, I lead and mentor IT service delivery professionals while monitoring SLA performance and driving service improvements. I also coordinate critical incident resolution and problem management.

At Highliner Foods, I administered Microsoft 365 services and oversaw endpoint operations across multiple locations. I also managed vendors, licensing, procurement, and SaaS lifecycle.

Earlier, at Elections Ontario, I directed province-wide IT support during critical election cycles, overseeing up to 280 staff. Across service desk roles, I’ve introduced ITIL-based workflows, used ServiceNow governance, and improved ticket resolution processes.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Technical Lead

Current

Qlogitek

Nov 2025 - Present (11 months)

Lead and mentor a team of IT service delivery professionals, ensuring SLA achievement and coordinating critical incident resolution. Manage IT asset inventories and develop standardized service delivery processes.

IT Service Management SLA Management Incident Management Problem Management ITIL Mentorship Ticketing Systems Asset Management

IT Operations Manager

Highliner Foods

Jun 2022 - Oct 2025 (3 years 4 months)

Lead day-to-day IT support and infrastructure operations across multiple locations, ensuring system availability and security. Administer Microsoft 365 services and manage vendors, licensing, and procurement.

Microsoft 365 Exchange Online Teams SharePoint Online Azure Active Directory Endpoint management Vendor Management IT Operations

IT Helpdesk Manager

Elections Ontario

Apr 2021 - Jun 2022 (1 year 2 months)

Directed province-wide IT support operations during critical election cycles, overseeing up to 280 staff. Standardized IT service delivery processes and collaborated with senior stakeholders on security and regulatory compliance.

IT Service Management Escalation Management Process Standardization Stakeholder Management Training Governance

IT Helpdesk Manager / Engineer

Calligo

Apr 2021 - Apr 2022 (1 year)

Managed and supported Microsoft 365 and Azure environments for enterprise clients. Supervised IT analysts and improved ticket resolution workflows to strengthen SLA performance.

Microsoft 365 Azure Endpoint management Identity Services Security Controls SLA Management Mentorship

Service Desk Manager

Business Solutions with Integrity

Oct 2019 - Aug 2021 (1 year 10 months)

Directed daily operations of a 12-member service desk under ITIL and ServiceNow governance. Implemented KPI dashboards and partnered with clients on Microsoft 365 migrations and security improvements.

ITIL ServiceNow KPI Dashboards SLA Management Microsoft 365 Infrastructure Upgrades Security

Service Desk Manager

Appsonnet

May 2019 - Sep 2019 (4 months)

Led IT support teams delivering enterprise services across PCs, SaaS platforms, and infrastructure environments. Enhanced escalation workflows, documentation standards, and service delivery processes.

IT Service Management Escalation Management Documentation Process Improvement SaaS

Service Desk Team Lead

Softchoice

Jul 2015 - May 2019 (3 years 10 months)

Built and scaled a helpdesk practice, introducing ITIL-based workflows and service governance. Supported ServiceNow automation and implemented problem management practices to reduce recurring incidents.

ITIL ServiceNow Automation Problem Management SLA Adherence Team Leadership