Established a Technical Support department, servicing over 10,000 clients with IT support and troubleshooting solutions.

Situation. The client base was growing and needed dependable technical support, and there just wasn’t a dedicated function to give it to them at any real scale. Support was happening ad hoc, which works for a handful of clients and quietly falls apart as the numbers climb.

Task. Standing up an actual technical‑support capability — one that could serve a large and still‑growing client base — was the job.

Action. A Technical Support department got built from nothing. That meant deciding how it would actually work before hiring into it — the process for how a request came in and got resolved, the tooling to handle volume, the standard for what good support looked like — and then building the capacity to deliver IT support and troubleshooting to a lot of clients at once. Starting from scratch was the advantage, honestly; it could be designed for the scale the company was heading toward instead of patching something that had grown up by accident.

Result. The department ended up serving over ten thousand clients with reliable support and troubleshooting. Support went from a thing done reactively to a genuine strength of the company — something that scaled with the client base instead of buckling under it.