Melissa Jackman, Director, IT Service Management & Support, Duquesne University
With over 25 years of experience, Melissa Jackman is a seasoned leader in managing and motivating support teams within blended internal and external support environments. Currently serving as the Assistant Director of the Service Management Office at Duquesne University, Melissa plays a pivotal role as the overall IT Service Management (ITSM) leader and strategist. Her focus on customer satisfaction and standardization of IT service processes throughout the University underscores her commitment to excellence.
Melissa's leadership extends beyond her current role; she served as the President of the HDI Steel City Chapter, achieving the Circle of Excellence, Presidential Circle during her tenure. A recognized authority in her field, Melissa has presented nationally at prominent venues such as the HDI Conference and Expo, Educause, and WCNY & Capital Area Leadership Conferences. Her contributions to HDI Support World Magazine as a 2019 Featured Contributor reflect her expertise in leadership and organizational development. With a passion for service and continuous improvement, Melissa's approach emphasizes building strong, successful teams through servant leadership and staff development, making her a driving force in facilitating organizational change and fostering a culture of excellence.