Intelliteach Hires Director of Service Desk Operations

19-Year User Support Industry Veteran Joins Legal-specific Helpdesk Outsourcer
June 1, 2011 - PRLog -- Intelliteach, the largest legal-specific outsourced service desk company, today announced the hiring of Krista Ciccozzi as the company’s Director of Service Desk Operations. In this position, Krista, a 19-year support industry professional, will develop helpdesk strategies designed to further improve client service and the overall user support experience.  

Prior to joining Intelliteach, Ms. Ciccozzi was the Director of Technical Support for Carestream Dental LLC the exclusive manufacturer of KODAK Dental Systems. In this role, she was responsible for the strategic planning and day-to-day operation of the Support Center which included 270 support representatives providing front-line and escalated support to end-users of the company’s dental, oral surgery, and orthodontic software and hardware products. In addition, she has experience managing remote contact centers as well as virtual employees and tele-workers that provide user support from a home office environment.  

“First and foremost, user support is a people business, independent of the vertical markets you are supporting,” stated Krista Ciccozzi, Intelliteach’s new Director of Service Desk Operations. “My focus has always been on the customers we support; our own internal people and externally, our clients. Intelliteach has the same core values as evidenced by employee satisfaction and high morale as well as consistent ‘good and excellent’ client satisfaction ratings exceeding 98.5%.”  

“We are extremely pleased to welcome someone of Krista’s calibre and support experience to the Intelliteach team,” added Lance Waagner, President and CEO of Intelliteach.  “Krista understands the user support process and the importance of satisfying clients no matter what their demands and challenges. We look forward to her leadership in taking our outsourced service desk to the next level in providing client excellence.”

Ms. Ciccozzi received her BA in Organizational Communications and a certificate in business leadership from Marylhurst University.  She is a certified LEAN Six Sigma Green Belt, the past-president of the HDI Atlanta local chapter, and a member of the National Association of Professional Women.

Atlanta-based Intelliteach, 100% dedicated to the law firm market, assists with over 50,000 legal software and hardware questions per month and has over 150 law firm software service desk analysts. Intelliteach provides dedicated 24/7 coverage via various service helpdesk support options including Complete Service Desk Outsourcing, After-Hours Support, and Overflow Support. For more information, visit

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Intelliteach is a legal-specific service desk company that currently supports over 82,000 law firm users in 23 countries spanning 400 locations including more than 30% of the Am Law 200. The Atlanta-based company first started serving the legal community in 1999 and is fully staffed to handle all legal software support questions, as well as first-level networking issues. Intelliteach offers need-based support options including Complete Service Desk Outsourcing (live user support 24/7/365); After-Hours Support (extends the internal law firm service desk with additional coverage at night and on weekends); and Overflow Support (provides call assistance on an as-needed basis.). Intelliteach opened a dedicated London/UK office in December 2009.
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