Fermilab welcomes Brian McKittrick to the Service Desk
|New Service Desk group leader Brian McKittrick
When servers are crashing, error lights are flashing and phones are ringing off their hooks, the Service Desk needs a person with a level head to manage it all.
Brian McKittrick, who joined the Computing Division in mid-August, is that person. As the Service Desk's group leader, he will oversee the Service Desk area, addressing user issues and responding to server outages. He replaces Eileen Berman, who will be working more closely with the experiments in the Computing Division.
"The people here are outstanding," said McKittrick of his new colleagues. "I'm looking forward to making the Service Desk visible as an integral part of the Computing Division's services."
A Naperville native, McKittrick has worked for the past 10 years as senior manager in incident management at OfficeMax. This incident response experience, as well as his personal qualities, stood out to Jack Schmidt, head of the Central Services & Infrastructure Department in the Computing Division.
"One of the things we like about Brian is that he is calm," Schmidt said. "He also seems to be very good at getting to the root of the problem and has already had very good ideas on how to improve the Service Desk for customers."
McKittrick's first goal is to work with Service Desk employees to provide best-in-class service and monitor progress along the way. Over the next year, he plans to continue to grow the Service Desk's role as the central hub for technical support and requests.
"I hope to provide the know-how and tools for incident response and integrate these practices into the daily structure of the Service Desk," he said.
"We're trying to understand what it is people need to do their job, whether they're IT staff members or physicists," he added.
McKittrick, who has been on the job for just under a month, is eager to get started and get to know Fermilab's employees and users.
"Don't be afraid to come by and say hi," he said.
-- Sara Reardon