Your service desk knows what's breaking. Why doesn't leadership?
Service desk consultant who helps IT service desks stop being the complaint department and start being the intelligence layer leadership actually listens to. Based in Eindhoven, available worldwide.
Simplify and streamline service desks. Create clear escalation models, structured workflows, and efficient handovers. Reduce confusion, improve response times.
Custom training and onboarding programs. Equip teams with the right skills, tools, and structured processes to handle new technologies and service transitions efficiently.
Define, implement, and refine Service Quality Frameworks. Ensure clear SLAs, consistent service delivery, and measurable improvements. Align teams and foster continuous improvement.
One-on-one coaching for managers and directors. Solve challenges, optimize operations, refine leadership skills. Strategic insights and real-world expertise as your sparring partner.
Put your team in the seat of a Service Desk. SD work is high pressure, requiring precision and calm.
By becoming a bomb technician in my immersive workshop (using the game "Keep Talking & Nobody Explodes"), you place yourself in the frontline of customer service, communication, and team dynamics... with your life on the line! (Not really, but it feels like it).
One person has the manual (Knowledge Base). The other has the bomb (The Incident). They cannot see each other. Time is ticking.
Previously worked with leading organizations in IT service management and operations.
Previously Worked With
ASML
Atos
iO
Vanderlande
Ewa Malinowska
Project Manager (Black Belt & ISO 9001 Auditor), Vanderlande
Transform your service desk into the strategic asset it was meant to be. Let's discuss your current challenges.