Matt Ansbro

Lead multidisciplinary service delivery across IT support, professional services, electronic security, and project operations for a managed technology services provider, as a member of the leadership team operating within the Entrepreneurial Operating System (EOS).

• Direct service delivery across help desk, field services, engineering, electronic security, and project implementation, establishing clear ownership and consistent operating expectations.
• Apply EOS disciplines — Level 10 meetings, scorecard reviews, quarterly planning, Rocks, and IDS problem solving — to align strategy with day-to-day execution.
• Own the support ticket lifecycle end to end: intake, triage, assignment, escalation, client communication, resolution, documentation, and closure; serve as the final operational escalation point.
• Coach team members through one-on-ones, performance feedback, training paths, and certification goals, setting clear expectations for technical quality and professional conduct.
• Improve service workflows, PSA processes, escalation procedures, SOPs, and knowledge resources, and contribute to practical AI adoption that reduces administrative effort and improves visibility.
• Partner with account management, cybersecurity, and technology strategy leaders to align operational delivery with client priorities, risk requirements, and long-term plans.

Led client relationships and connected client experience to operational delivery, building the foundation for the move into service operations leadership.

• Built and maintained client relationships focused on service quality, communication, trust, and long-term account health.
• Gathered client feedback and translated recurring concerns into operational improvement opportunities.
• Coordinated support, engineering, and project communication to resolve service issues and improve follow-through.
• Conducted regular client reviews covering recent service experience, current needs, and future priorities.
• Helped develop repeatable proactive relationship-management practices connecting client experience with service visibility and organizational action.

• Communicated operational goals, coached team members, and carried daily leadership responsibility in a high-volume retail environment.
• Coordinated coaching efforts that contributed to a 30% increase in service attachments over two quarters.
• Served as a managing leader for elevated customer interactions, operational readiness, and store opening and closing.

• Led technical service teams of approximately 30–40 technicians across multiple Apple retail locations.
• Managed daily technical support operations serving more than 3,000 customers weekly.
• Led collaborative improvement efforts that increased on-time appointment performance by roughly 10% and customer satisfaction by about 20 points, earning company recognition.
• Oversaw scheduling, workflow coordination, onboarding, training, competency development, and performance coaching.