Welcome to my new website! I’m Edward Lee, a service desk manager and aspiring director of service delivery. I work at a major private university in the Washington, DC area. I’ve worked in higher education for 15 years at four different universities. Although much of my background is in technical support and client troubleshooting, I’ve also had several years experience in systems administration, computer labs management, and software development.

You might be wondering, why start a website when you’re plenty busy with day-to-day activities already? Good question. My major goal for this website is to document my journey as I build service delivery as a capability for my organization. Like most technology organizations, we do a good job of meeting customer needs and making improvements based on customer feedback. But I think we can deliver more value through the application of service delivery concepts and the ITIL framework. Over the coming months and years, I will use this as my place to explain service delivery through the prism of university classroom management and related instructional support service offerings.

Meanwhile, if you’d like to interact with me, use the Ask Me link at the top of the page to submit a question! I’ll try to turn interesting questions in to posts on the site for conversation.