Robert Obrien

Background

About Robert Obrien

As the IT Service Desk Manager at Howco Group, I lead a diverse team of service desk engineers who provide timely and effective IT support to the business across multiple locations and shifts. With over five years of customer service experience and five years of IT service management experience, I have developed strong skills in hiring, training, scheduling, budgeting, vendor management, process definition, and tool selection. My mission is to deliver a first-class customer service experience and to drive the continuous improvement of IT services through the ITIL framework. I am responsible for ensuring SLAs are fulfilled, service desk clients are satisfied, and service issues are resolved. I also mentor and coach my staff, handle escalations, communicate with executives, and balance the workload. Additionally, I have a deep understanding of the systems and software that the business uses, such as Windows 10 and 11, MS Office, Office 365, Google Workspace, and phone systems, and I contribute to the service desk knowledge base and the identification and implementation of service improvements.