John Daigle
About John Daigle
John Daigle is the Technical Operations Director for Enterprise Technology Services at MassMutual, where he has led significant improvements in IT support and operations.
Company
John Daigle is currently working at MassMutual, a prominent financial services company, as the Technical Operations Director for Enterprise Technology Services. The company is based in the Springfield, Massachusetts area.
Title
John Daigle holds the title of Technical Operations Director - Enterprise Technology Services at MassMutual. His role involves overseeing the technical operations and ensuring the smooth functioning of Enterprise Technology Services.
Successful Transition to Customer-Centric Work Cells
In 2019, John Daigle successfully transitioned MassMutual’s IT Help Desk from a traditional Tiered Support Model to Customer-Centric Work Cells. This strategic shift aimed to enhance customer service and improve overall efficiency.
Enhancement of Help Desk Service Levels
Under John's leadership, the Help Desk Service Level at MassMutual improved significantly. The service level rose from less than 70% to consistently above 82% while operating with reduced staff. Additionally, this improvement also led to better NetPromoter scores.
COVID-19 Employee Mobilization
In response to the COVID-19 pandemic in March 2020, John Daigle spearheaded an on-site effort to equip and mobilize approximately 10,000 employees within a span of less than two weeks. This quick mobilization was critical in ensuring business continuity during unprecedented times.
Launch of TECHBar Express
John Daigle launched TECHBar Express, which consists of IT vending machines strategically placed to minimize dependence on the Help Desk for common IT peripherals. This initiative has streamlined access to essential IT equipment and improved user satisfaction.
Development of ETS Toolkit
John led the development of the ETS Toolkit, an in-house tool that has decreased Help Desk talk-times by more than three minutes per call over the past two years. This tool is currently being pursued for a patent, showcasing its innovative impact.
IT Onboarding Process Improvement
John revamped MassMutual’s internal IT Onboarding Process by integrating it into ServiceNow. This improvement enhanced the quality measure from 82.4% to 96% within the first six months, streamlining the onboarding experience for new employees.
Proactive IT Support Organization
John was instrumental in transforming MassMutual's IT Support organization from a reactive, tiered model into a proactive, data-driven organization. This transition helped achieve a high NetPromoter Score of 9.4 over the past three years.