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# James Casey

**Headline:** Professional profile
**Location:** &lt;UNKNOWN&gt;, &lt;UNKNOWN&gt;, &lt;UNKNOWN&gt;

## About

James Casey is a service desk leader with experience managing support operations, implementing ServiceNow, and training teams through major system change\. He has directly managed a 35\-person service desk and is strongest in maintaining operational continuity when technology and processes are under pressure\. During a critical system failure and migration, James kept support moving by using manual Excel\-based ticket tracking while the ticketing system was unstable\. He also led a ServiceNow implementation that improved first\-call resolution by 75% and included a mobile\-access rollout\. James uses practical, hands\-on training methods to help large teams adopt new systems effectively\. His experience also reflects a focus on building stability in support operations following an outsourcing transition\. Across service desk leadership, platform implementation, and change adoption, James has combined frontline operational management with pragmatic recovery and training approaches\.

## Highlights

- Directly managed a 35\-person service desk team\.
- Maintained service desk operations through a critical system failure during a migration by using manual Excel\-based ticket tracking\.
- Led a ServiceNow implementation that improved first\-call resolution by 75%\.
- Rolled out mobile access as part of the ServiceNow implementation\.
- Trained large teams on new systems through practical, hands\-on methods\.
- Focused on operational stability following an outsourcing transition\.

## FAQ

### What does James do?

James Casey is a service desk leader with experience in support operations, ServiceNow implementation, service desk management, and large\-team system training\.

### How large a service desk team has James managed?

James has directly managed a service desk team of 35 people\.

### How did James handle a failing ticketing system?

James managed service desk operations through a critical system failure during a migration\. He kept support work moving by using manual Excel\-based tracking while the ticketing system was unstable\.

### What did James accomplish with ServiceNow?

James led a ServiceNow implementation that improved first\-call resolution by 75%\. The implementation also included a mobile\-access rollout\.

### How does James approach training on new systems?

James trains large teams on new systems using practical, hands\-on methods designed to support adoption\.

### What is James’s perspective after an outsourcing transition?

James’s experience includes a focus on stability in support operations following an outsourcing transition\.

## Links

- LinkedIn: https://www\.linkedin\.com/in/ACoAAAIc8BwBhPn1LPrfARdgSSwz9lXOqmLj\-cA

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