Ticket Management
Running the ticket queue (triage, prioritization, assignment and escalation) so nothing falls through the cracks.
Brandon Hayes
Help Desk Lead
Remote, U.S. · Sentiva Solutions
Brandon Hayes leads Sentiva's help desk team with a focus on first-call resolution, client satisfaction, and consistent service quality. He manages ticket triage, technician scheduling, knowledge base maintenance, and quality assurance for all Level 1-2 support interactions.
Brandon came up through the help desk himself, starting as a Level 1 tech and working his way up through every support tier. That experience gives him a practical, empathetic perspective on what makes a support team actually work, for the techs and for the clients.
About Brandon
- Company
- Sentiva Solutions
- Location
- Remote, U.S.
- Title
- Help Desk Lead
- Focus
- First-Call Resolution & Team QA
- Specialties
- ITIL, Ticket Management, Technician Development
- Contact
- Via Sentiva Solutions
Expertise
Support that actually solves problems.
01
02
First-Call Resolution
Obsessing over FCR metrics and training the team on the techniques and knowledge that get issues closed on the first contact.
03
Quality Assurance
Regular call and ticket reviews with structured feedback to help every technician improve.
04
Team Scheduling
Managing technician schedules and shift coverage to ensure clients always have someone available.
05
Knowledge Base
Building and maintaining the internal knowledge base that helps the team resolve issues faster and more consistently.
06
Reporting
Weekly and monthly reporting on help desk metrics: open tickets, resolution times, satisfaction scores and trends.
Also on the team