Wayne Toles is the Service Desk Operations Manager at designDATA. Wayne joined DesignDATA in March of 2011 as the Service Desk Supervisor. He was instrumental in the growth of the service desk; implementing policies and procedures to foster excellent service delivery for our clients. He also implemented a training program to help grow engineers and foster their career paths. He was promoted to Service Desk Operations Manager in 2013.
As the Service Desk Operations Manager, Wayne is responsible for providing daily and ongoing guidance, leadership and mentoring to the Service Desk Supervisors and Engineers. Direct responsibility for establishment and oversight of critical performance metrics and assuring that the Service Desk meets or exceeds service level standards. Works closely with other members of the Service Desk management team to identify and address potential issues with technical and service performance. He is also Design Data’s administrator for their PSA tool, ConnectWise.
Wayne attended Ohio University majoring in Aviation Technology. He is HDI (Help Desk Institute) certified.