Open to opportunities

William Jennings

@williamjennings1

Message

I lead operations support centers delivering reliable 24/7 technical service for federal clients.

United States

Message

What I'm looking for

I'm looking to lead or support technical operations that prioritize reliable 24/7 service, SLA-driven incident response, clear customer communication, and continuous improvement in support performance.

I led Patriot LLC's Operations Support Center, supervising staff, managing schedules and escalations, and supporting federal-client service delivery.

I've maintained 24/7/365 monitoring of systems and networks, responding to outages, incidents, and performance degradation while ensuring requests are logged, prioritized, tracked, and resolved within SLAs. At ManTech LLC, I served as a primary contact for escalated technical issues and communicated status updates and resolution steps to end users.

I improve support performance through accurate ticketing, metric reporting, technical troubleshooting, and customer-focused service.

Experience

Work history, roles, and key accomplishments

Operations Support Center Manager

Patriot LLC

Feb 2025 - Jan 2026 (11 months)

Supervised and mentored OSC staff, managed scheduling and task assignment, and served as primary point of contact for escalated technical issues and federal client operations. Ensured requests were resolved within SLAs and developed strategies to improve performance and customer satisfaction.

Customer Service SLA Management Technical Troubleshooting Team Leadership Performance Metrics Ticketing Systems Network Monitoring Incident Management