Zoe Burns is an experienced IT Service Desk Manager with over five years at the City of Pittsburgh, leading a team that supports 19 departments and over 3,000 employees. Zoe excels in optimizing IT workflows, enhancing user satisfaction, and delivering impactful IT solutions. Following the City’s first ITSM implementation in 2022, she successfully led the 2024 Ivanti rollout, reducing post-launch issues by 90% through strategic change management and continuous user feedback. Zoe emphasizes open communication, cross-team collaboration, and continuous improvement, aligning her work with Pittsburgh’s mission to create a safe, welcoming community.

Presenting:

• Session 301: Lessons Learned and Best Practices for Implementing a New ITSM System