Morgan Fries’ final day with ICIT will be Thursday, October 22nd. On behalf of the entire ICIT organization, we would like to wish Morgan the very best in her next opportunity. Morgan’s leadership and kindness will be missed by all of us as well as the entire UW-W community.
As an undergraduate, Morgan joined ICIT in 2013 where she started as a General Access Lab Attendant. She quickly worked her way up the ranks through the years to become a Student Lab manager, then GA Lab Manager, and finally, Help Desk Manager.
Morgan’s ability to motivate and manage student workers in the GA Labs and Help Desk are second to none. Over the years, Morgan has updated, refined, and enhanced Help Desk processes in order to create an efficient and effective first-contact solution for the UW-W community. Because of her oversight and leadership, the Help Desk continuously averages high scores when it comes to customer feedback and satisfaction.
Specifically, since taking over, Morgan has introduced several initiatives designed to improve Help Desk processes and customer support. Most notably, she created and implemented a brand new training program for Help Desk workers. Morgan also played a crucial role in the transition from HPSM to ServiceNow.
Morgan has managed and mentored more student workers than anyone else in ICIT. Thanks to her coaching, managing, and interpersonal communication skills Morgan has helped dozens of student workers successfully navigate their way through their undergraduate programs while maintaining a job with ICIT. She has also helped many of her former student employees land a job upon graduation.
Morgan’s new opportunity will be in the private sector as an Applications Support Supervisor. Her responsibilities will include training 12,000+ employees and customers on how to use the organization’s software and mobile applications, building a team to support and document usage of applications, and creating a Knowledgebase and data-driven IT department with ServiceNow.
Please take some time to wish Morgan the best of luck!