BALANCED+ Inc. · 2025–2026
Delivering a service desk for 500+ users against a fixed three-month deadline
I was the primary delivery resource for taking a 500+ user Canadian non-profit onto managed services, including a full Freshservice deployment, with a go-live date that could not move.
- Role
- Primary delivery resource
- 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 was the primary delivery resource 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.
Want to talk about work like this?
I am open to technical account management and professional services roles in Toronto.