Brad Hachez Email Address

Senior Director, Service Delivery

At Southern New Hampshire University, we believe there are no limits on what you can do, what you can be, or what you can achieve. This is a University that goes the extra mile - so you can too

For nearly a decade, Brad Hachez has steadily grown to manage the strategic vision and day-to-day operations of the SNHU Technology Help Desk and Field/Media Services serving the College of Online & Continuing Education, University College on the Main Campus and the College for America. This includes the direct management of eight leadership team members and a total staff of over 60 IT customer service professionals driven and fully supported in achieving up to 4,000 case resolutions per month, 250 personnel relocations per month, 100s of events per month and up to 75 new hire onboardings per month. Brad is responsible for operational support University-wide, managing an internal Contact Center over three channels (Chat, Phone and Form) and an external vendor relationship for 24/7 coverage against established service level agreements and quality assurance targets.

Brad designed the Technology Help Desk's case management system using Microsoft Dynamics CRM to compliment the performance reporting metrics required by the business units serviced by IT. Brad also implemented cloud solutions for employee scheduling (7Shifts), an employee skill matrix, standards for technology purchases, staff development and support for along with utilization of a cloud voice-over-IP provider. Current projects include the introduction of an asset management solution complete with technology plan for annual refresh and disposal.

Specialties: Strategic Planning, Operations Management, Office Expansions, Software Deployment, Troubleshooting, Remote Assistance, Supervision of Employees, Coordination of Event Support, Software Testing, Inventory Management, Customer Service, Programming, Web Design, Instruction