Director, Service Delivery
Keith Faulkner, Director of Service Delivery, provides operational leadership and supervisory support for all GDC Service Desk projects. With over 15 years of experience, he is the Subject Matter Expert (SME) for the account and will serve as the first level executive point of contact for client interaction and handle escalations.
Keith monitors performance metrics and is responsible for GDC’s adherence to all client Service Level Agreements (SLA’s). He is responsible for weekly touchpoints with our client and reports on trends, offers suggestions, and drives sustained performance improvements by regularly engaging in analyst and manager level coaching and 1:1’s.
Keith graduated with a Bachelor of Science in Business Administration from Shippensburg University and holds an ITIL v3 certification. Keith originally joined GDC in 2005 as the IT Service Desk and Desktop Services Manager, a position he held for 11 years and rejoined the team in December 2019.