BALANCED+ Inc. · 2025–2026
Delivering a service desk for 500+ users against a fixed three-month deadline
A 500-user non-profit had three months to move onto managed services, with a go-live date that could not move. I ran the delivery, including a full Freshservice deployment.
- Role
- Ran the delivery
- Focus
- ITSM, Client onboarding, Freshservice, Delivery
Outcomes
- Onboarding, system testing, and operational readiness tests delivered inside the fixed three-month deadline
- 500+ users live on the new service desk at go-live
The problem
A 500+ user non-profit was coming onto managed services with a fixed three-month deadline before go-live. They needed a working service desk on day one, not a phased rollout, and the deadline was not movable.
What I did
I ran the delivery from day one. I deployed Freshservice end to end: a custom user portal for ticket creation, SMTP integration, fault categories, workflow automation, and SLA routing configured for the size of the organization.
I worked with cross-functional teams across the client and ran structured stakeholder meetings for status and expectation management throughout. On go-live day I was on site making live configuration changes so the cutover held for the full user base.
The business outcome was onboarding readiness. The organization had a working service desk on day one rather than a phased rollout, so support did not degrade while the transition was happening.
Want to talk about work like this?
I am open to technical account management, service delivery, and client-facing technology leadership roles in Toronto.