Kelly Knoche
About Kelly Knoche
Kelly Knoche is a Service Desk Manager at StrongMind, where he has worked since 2022. He has a background in operations and recruitment, with previous roles at Integrity Contact and Phoenix Staff, Inc., and holds a Bachelor's degree in Exercise Science Human Medicine and a Master's degree in Business Administration.
Work at StrongMind
Kelly Knoche has served as the Service Desk Manager at StrongMind since 2022. In this role, she has focused on enhancing team performance and improving support processes. She developed a live outage summary document to facilitate real-time communication between the Engineering and Product teams. Additionally, she has implemented a 'Did You Know' series aimed at boosting product knowledge and troubleshooting skills among the Support Desk team. Her initiatives have contributed to a more efficient support environment.
Previous Experience at Integrity Contact
Prior to her current position, Kelly worked as the Director of Operations at Integrity Contact from 2017 to 2022. During her five years in this role, she was responsible for overseeing operational processes and improving service delivery. Her leadership contributed to operational efficiencies and enhanced team performance.
Experience at Phoenix Staff, Inc.
Kelly began her career in recruitment as a Sourcer/Recruiter at Phoenix Staff, Inc. from 2014 to 2015. This one-year experience in Phoenix, AZ, provided her with foundational skills in talent acquisition and human resources, which have been beneficial in her subsequent roles.
Education and Expertise
Kelly Knoche holds a Bachelor of Science degree in Exercise Science Human Medicine from Iowa State University, which she completed from 2000 to 2005. She furthered her education by obtaining a Master's degree in Business Administration from the University of Phoenix in 2010. Her educational background supports her expertise in both healthcare and business management.
Achievements in Service Management
In her role as Service Desk Manager, Kelly has achieved significant improvements in support service levels. She successfully reduced Support Service Level Agreements (SLAs) from 2.5 weeks to 3 days, enhancing response times for partners. Additionally, she has created a SharePoint site to centralize training resources for the Support Desk team and organizes monthly training sessions with other departments to broaden the team's product knowledge.