Kyle Thomas
About Kyle Thomas
Kyle Thomas serves as the Manager of the Service Desk at Accruent in Austin, Texas, where he has worked since 2021. He has a strong background in IT management and customer service, emphasizing team empowerment and professional development.
Work at Accruent
Kyle Thomas has been with Accruent since 2018, holding multiple roles including Associate System Administrator, System Administrator Team Lead, and currently Manager of the Service Desk since 2021. In his current position, he oversees the Service Desk operations, ensuring high levels of customer satisfaction. He has implemented strategies to maintain a team-wide negative Customer Satisfaction (CSAT) score of less than 1%. His leadership style promotes a culture of empowerment and learning, allowing team members to take initiative and learn from their experiences.
Education and Expertise
Kyle Thomas earned a Bachelor's degree in Information Systems from Abilene Christian University, completing his studies from 2006 to 2012. His educational background provides a solid foundation for his roles in IT and service management. He has developed expertise in system administration, team leadership, and customer service, which he applies in his current managerial role at Accruent.
Background
Before joining Accruent, Kyle Thomas worked at Highland Presents, Inc. as a Direct Marketing Professional for three months in 2016. He also gained experience at Charles Schwab as a Tier 1 Internal Service Desk Engineer in 2015 for nine months. These earlier roles contributed to his understanding of customer service and IT support, shaping his approach to team management and client relations.
Achievements
Kyle Thomas has demonstrated strong leadership capabilities through his management of the IT hardware budget, showcasing his financial oversight and resource management skills. He conducts weekly one-on-one meetings with team members to support their professional development and ensure alignment with their personal goals. His focus on maintaining a low negative CSAT score reflects his commitment to customer satisfaction and team performance.