This month, our employee spotlight shines on our vibrant Senior Help Desk Manager. Meet Susan Blackburn—someone who finds joy and purpose in empowering individuals and making a positive impact on their professional journeys.
How did you get your start at SDI?
Before joining SDI, my career was focused on large law firms. I have worked for most of the top law firms managing their IT call centers and local support teams. A member of the SDI recruiting team found me and, based on his personality and how he described SDI, he had me from the start. Moving to a managed service provider was an exciting new move for me.
What is your current role?
I am the Senior Help Desk Manager for SDI’s largest Contact Center client. My team is the front line and takes a wide variety of calls—from password resets to standard IT support. I have a diverse team of employees who have a wide range of experience levels, from new to several years on the job.
What would you say inspires you?
I am inspired by knowing I can make a difference in people’s professional lives. Everyone spends so much time at work; if my team and I can assist in making someone’s day easier and more efficient, that is a success for me.
What is your current focus/project?
My current focus centers around three factors. Working with my team to continue to provide excellent customer service, exceed expectations, and grow by tackling professional challenges are all things I focus on every day.
What are some of the changes you have seen in yourself since you started at SDI?
Coming to SDI from a completely different environment, I have had to learn the managed services world. I have had to look at IT support in a different light, and it’s been a great challenge for me.
How do you wind down after work?
Where do I start to answer this? I enjoy time at home with my 2 ½ year old, seven-pound toy poodle, Itsy. I try to be healthy and get my steps in and spend time with friends while achieving it. I am a Broadway in Chicago subscriber and a Chicago White Sox season-ticket holder. You can also find me hanging out listening to live music–either cover bands or the real artists.
How do you describe what you do for a living to family and friends?
I manage the IT Help Desk for a large midwestern city. I manage the team that takes care of those who work for the city, along with those who visit it.
What have been your biggest accomplishments on your team?
My team has continued to provide top-level support to meet the contracted service-level agreements, with a 98% response time by agent/VRU within 20 seconds while receiving an average of 5,100 calls a month. We now have two SDI employees who started here as interns, were promoted to full time employees, and we are helping them to advance professionally in their new positions.
What’s the most unique part about working here?
I feel that the upper management team at SDI is very available. They are interested in everyone and want SDI to be the best place to work. It is natural and not forced.
How have you grown professionally while on our team?
I have learned the inner workings of the clients we support, and I now aspire to become an admin for the ITSM software we use to manage the call center. I plan to earn my HDI Help Desk Manager certification.
Need expert assistance? Contact SDI's Support Desk today. We'll conquer any challenge and propel your success to new heights.
We celebrate diversity; the views expressed above are those of the interviewed individual, not SDI.
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