Jayme Caparros

Service Desk Lead

Key Insight - Responsible for the Manilla Service Desk team

Jayme has been in the IT Service Desk industry since 2011 and started as a Service Desk analyst. Within a year in this role, she moved into an Escalations Manager. After a few years in this role, she became a Senior Systems Executive for an Insurance company in the US for 2 years. Staying within the US, she worked as a Service Desk Lead/Team Leader for an Insurance company and a congregation of hospitals/clinics before landing with Insentra.

Technical Skills & Qualifications

  • General management of people
  • Policies and procedures implementation and development
  • ITIL alignment, Incident and Service Request management
  • Career mentorship
  • Process analysis and improvement
  • Service Desk scope of support
  • Performance management and improvement
  • Basic technical skills in Software, Network, Hardware and Active Directory