Professional
Turning ambiguity into clear ownership, healthy teams, and dependable service.
I'm a service operations executive with more than two decades of experience across managed IT services, enterprise technology, financial services, telecommunications, and Apple retail and technical support. My work focuses on building the structure, accountability, team cadence, and operational clarity required for consistent service delivery — without losing sight of the people doing the work.
Current role at Oversee My IT
Service Director · Lewisville, TX · April 2025 – Present
As Service Director at Oversee My IT, I lead multidisciplinary service delivery across IT support, professional services, electronic security, and project operations. I'm responsible for departmental direction, service quality, operational accountability, team development, workflow improvement, escalation management, and the daily systems that keep delivery moving — as a member of the leadership team operating within EOS.
The role is deliberately bounded: I partner with account management, cybersecurity, and technology strategy leaders to align operational delivery with client priorities, risk requirements, and long-term plans, rather than owning those functions myself.
Scope of leadership
IT Support Services
Service desk, help desk, field services, ticket operations, escalation management, and service communication.
Professional Services
Engineering, project implementation, technical delivery, resource coordination, and operational alignment.
Electronic Security
Operational delivery involving access control, surveillance systems, project execution, and service coordination.
Project Operations
Scheduling, execution visibility, internal coordination, client communication, and completion discipline.
EOS leadership and organizational execution
As part of the EOS leadership environment, I use a practical operating discipline for creating clarity, assigning ownership, identifying root causes, and moving decisions into execution. EOS keeps strategy connected to the day-to-day work of the team.
- Leadership Level 10 meetings
- Service Level 10 meetings
- Scorecard review and KPI visibility
- Quarterly planning
- Rock planning and execution
- IDS problem solving
- Accountability management
- Role clarity
- Process documentation and improvement
Selected leadership contributions
- Led operational implementation of clearer service workflows, escalation procedures, and SOPs.
- Helped develop documentation standards and knowledge-management practices that make information easier to find and reuse.
- Supported adoption of AI tools and AI-assisted workflows, with an emphasis on documentation, reporting, knowledge access, process consistency, and reducing unnecessary administrative effort.
- Contributed to reporting and operational visibility that make service performance easier to see and act on.
- Created repeatable practices for proactive client relationship management, connecting client experience with operational delivery.
- Partnered on cross-functional planning and role clarity to strengthen organizational accountability.
Areas of professional strength
- Service Operations Leadership
- Creating the ownership, process, cadence, and accountability required for dependable delivery.
- Service Delivery Strategy
- Connecting daily operational execution with service quality, responsiveness, client trust, and long-term organizational goals.
- Team Leadership and Coaching
- Establishing clear expectations, developing individual capability, addressing performance directly, and helping people grow into greater responsibility.
- Client Experience
- Connecting operational delivery with communication, relationship health, and the experience clients have when service becomes difficult.
- Process Improvement
- Finding where work becomes unclear, delayed, repetitive, or fragile, then creating a more usable and repeatable path.
- Organizational Clarity
- Turning broad goals, incomplete information, and competing priorities into owned work and measurable execution.
How I operate
- Clarity before urgency
- Most fires are really unclear ownership in disguise. Name who owns what before anyone starts running.
- Accountability without humiliation
- People own their work best when they're held to a standard, not held over a fire. Hard conversations can still be respectful ones.
- Useful measures over decorative reporting
- A few metrics a team actually uses beat a dashboard nobody reads. Measure what changes a decision.
- Sustainable cadence over constant crisis
- A rhythm a team can hold week after week delivers more than heroics that burn people out.
- Finish what you start
- The last ten percent is where the value lives. Closing the loop is the job, not the afterthought.
- Keep the human context visible
- Behind every ticket, metric, and deadline is a person. Good operations never lose sight of that.
Leadership isn't about always having the answer. It's about creating enough clarity that other people can find theirs.
The best leaders don't remove uncertainty. They help people move through it with ownership, context, and trust. That's the kind of leader I'm still trying to become.
Career journey
Two decades across telecommunications, enterprise technology, financial services, Apple retail and technical support, and managed IT services.
Oversee My IT
Lewisville, TX
Service Director
Apr 2025 — Present
Account Manager
Sep 2019 — Apr 2025
Apple
8 yrs
Lead
Aug 2018 — Sep 2019 · Dallas, TX
Lead Genius
Sep 2011 — Aug 2018 · King of Prussia, PA & Frisco, TX
Earlier roles
Hewlett Packard
Senior Operational Assurance Engineer
Jul 2007 — Feb 2008 · Horsham, PA
Bank of America
AVP — Telecommunications Engineering
Mar 2002 — Jul 2007 · Horsham, PA
AIG
Telecommunications Analyst
Jan 2000 — Mar 2002
Professional questions
- What does Matt Ansbro do professionally?
- Matt is a Service Director who leads multidisciplinary service delivery across IT support, professional services, electronic security, and project operations for a managed technology services company in North Texas.
- What is Matt's leadership approach?
- His leadership approach emphasizes clarity, accountability, useful measures, sustainable operating cadence, direct coaching, and keeping the human context visible.
- What is Matt's experience with EOS?
- Matt participates in an EOS leadership environment that includes Level 10 meetings, scorecards, Rocks, quarterly planning, IDS problem solving, accountability management, and process improvement.
- What kinds of teams has Matt led?
- His experience includes technical support, service delivery, engineering coordination, project operations, client experience, product sales, and retail technical service teams.
- What professional opportunities would be relevant to Matt?
- Matt's experience aligns with Director, Senior Director, and Vice President level roles involving service operations, service delivery, support operations, client experience, and organizational execution.
Professional résumé
A concise view of my experience across service operations, technology, client experience, leadership, and team development.
Get in touch
I'm not actively looking for a new role, but I'm always open to thoughtful conversations about service leadership, operational strategy, client experience, and building healthy teams.