Summary
Overview
Work History
Skills
Websites
Timeline
Generic

Jonathan Jones

Ayer

Summary

Results-driven IT Service Desk Manager with over 10 years of progressive experience in IT support, including 5+ years in leadership roles. Proven success in managing remote teams, optimizing support operations, implementing ITIL-based processes, and scaling helpdesk infrastructure to meet the demands of high-growth environments. Strong background in Microsoft 365, Entra ID, Intune, endpoint protection, and SaaS tools. Adept at driving SLA adherence, reducing ticket resolution times, and enhancing customer satisfaction across hybrid workforces. Expert in leading teams to deliver outstanding support while promoting a culture of empowerment and accountability. Skilled in mentoring and coaching individuals to achieve career advancement and personal development. Achieved measurable improvements in team efficiency and satisfaction through targeted training initiatives. Dedicated to building high-performing teams that excel in service delivery.

Overview

13
13
years of professional experience

Work History

IT Service Desk Manager

ezCater
Boston
04.2022 - Current
  • Managed remote and onsite support team of 9 Service Desk staff and 2 Office Experience staff supporting 2,000+ employees.
  • Reduced average time to first response to under 30 minutes and resolution time to under 1 hour while maintaining CSAT above 97%.
  • Designed and implemented automation for employee access requests and onboarding, reducing manual tasks by 20%+ and significantly improving time to productivity.
  • Reengineered conference room technology stack, reducing related support tickets by 94%.
  • Created and maintained internal knowledge base and self-help guides to boost first-contact resolution and reduce repeat inquiries.
  • Provided weekly performance reports to leadership, highlighting trends and recommending process improvements.
  • Ensured timely provisioning and deprovisioning of IT assets and access controls across multiple SaaS platforms.

Manager, IT Helpdesk

UMass Medical School
Worcester
07.2020 - 04.2022
  • Led team of 11 supporting over 8,000 users in a hybrid work environment.
  • Improved first call resolution rate from under 50% to over 75%, raising CSAT by 20% and halving resolution time.
  • Launched live chat and appointment-based support options, reducing phone wait times from 20 minutes to under 2 minutes.
  • Integrated IT Helpdesk into security projects including MFA rollout and data protection initiatives.
  • Served as primary escalation point for high-priority incidents and outages.
  • Participated in IT audits and compliance initiatives including HIPAA.

Senior Enterprise Support Technician

UMass Medical School
Worcester
11.2019 - 07.2020
  • Provided hands-on support for 50+ daily tickets during COVID-19 transition to remote work.
  • Recognized with Customer Service Award for delivering critical support during peak uncertainty.
  • Mentored peers on customer engagement, policies, and remote access best practices.

Help Desk Representative

Optos Inc
Marlborough
02.2015 - 11.2019
  • Resolved 20–40 tickets per day, handling hardware/software troubleshooting, account access, and asset provisioning.
  • Supported both in-office and remote employees across multiple locations.

Validation Engineer / Technical Support Representative

Optos Inc
Marlborough
04.2012 - 02.2015
  • Created and validated PC image for medical devices, reducing field install times by 75%.
  • Handled 50+ daily support calls for medical device troubleshooting, prioritizing uptime for customer operations.

Skills

  • Remote IT Support Leadership
  • SLA & KPI Management
  • Microsoft 365 / Entra ID / Intune / Defender
  • Ticketing Systems: Jira, ServiceNow, Zendesk
  • ITIL-Based Process Implementation
  • Onboarding & Offboarding Automation
  • SaaS & Cloud Service Management
  • Knowledge Base & Self-Service Portals
  • Incident Escalation & Resolution
  • IT Budget & Vendor Management
  • Technical Troubleshooting (Windows, macOS, MDM)
  • Strategic Planning & Cross-Functional Collaboration
  • Systems: Microsoft 365, Entra ID, Intune, Windows, macOS, Azure, Okta, Zoom, Slack, Teams
  • Security: Defender for Endpoint, Duo, OneLogin, MFA
  • Automation & Tools: Nintex, Zapier, Glean, Jira, ServiceNow
  • Frameworks: ITIL, LLM Prompt Engineering

Timeline

IT Service Desk Manager

ezCater
04.2022 - Current

Manager, IT Helpdesk

UMass Medical School
07.2020 - 04.2022

Senior Enterprise Support Technician

UMass Medical School
11.2019 - 07.2020

Help Desk Representative

Optos Inc
02.2015 - 11.2019

Validation Engineer / Technical Support Representative

Optos Inc
04.2012 - 02.2015

Similar Profiles

CREATE PROFILE
Jonathan Jones