Teams at Net at Work

Manages global service desk operations, including 24/7 coverage, KPI and SLA performance, ticket accountability, escalations, customer support, and technical problem resolution. Leads service desk staff through coaching, training, performance reviews, and development planning. Maintains SOPs and documentation, improves service delivery, supports customer relationships, and provides technical leadership across MSP operations.

Lead end-to-end ERP implementation projects for clients, managing planning, budgets, timelines, resources, risks, deliverables, and stakeholder communications. Serve as the primary client liaison, coordinate cross-functional and third-party teams, oversee change requests and project financials, and ensure successful project closure and transition to support. Contribute to process improvement, client relationship growth, and sales scoping. The role focuses on Sage X3 or similar ERP solutions in process or distribution manufacturing environments.

Develops and delivers instructor-led, virtual, and self-paced training for business systems and technology tools. Creates presentations, job aids, videos, process documentation, and knowledge articles; supports system adoption, launches, onboarding, and AI enablement. Partners with subject matter experts and stakeholders to translate system updates into learning content, facilitate training, maintain materials, and track participation, feedback, and adoption metrics.