Rob Lockwood serves as the Support Manager at SBT Partners bringing 5+ years of experience in both technical and management roles. He received a Bachelor of Arts in Finance, and a Minor in Information Technology, from Bentley University in Waltham, Massachusetts. Rob began his career in IT at a large, Boston-based VAR where his roles included Systems Technician and Project Leader. He gained additional experience in sales before joining SBT as a Systems Technician in 2012. Since becoming part of the SBT team, he has earned a professional level Cisco routing and switching certification. Rob was recently promoted to his current position of Support Manager after two successful years as Helpdesk Supervisor.
In 2014 Rob was instrumental in SBT’s successful transition from outsourced to in-house provided support services by lending his expertise in designing and implementing processes and procedures, and managing staffing requirements. He now manages the Support Team he helped implement, which has resulted in improved productivity and increased client satisfaction for SBT’s Managed Services clients.
On a daily basis, Rob is responsible for the overall quality of support delivered by SBT. He oversees and assigns all incoming tickets, ensures that the SLA for each client is appropriately met, and is responsible for managing the escalation process. Rob is also responsible for providing visibility to senior management as to the overall status of the support team including metrics and staffing requirements. Rob’s dedication, attention to detail, and focus on customer service make him a key to SBT’s success and a valuable asset to the team.