Edwin Mejia is the Servicedesk Manager at Solved IT, responsible for the team and processes that deliver day-to-day IT support to every client Solved IT serves. With 6 years of experience in IT support and service delivery, Edwin manages the front line of the client relationship — the team that picks up the phone, responds to tickets, and resolves the issues that keep businesses running. When Solved IT commits to an under one-hour response time, Edwin is the person who makes sure that promise is kept.
Edwin oversees ticket triage, technician assignments, escalation workflows, and SLA compliance across the entire helpdesk operation. He monitors response times and resolution rates in real time, identifies recurring issues before they become patterns, and makes sure every client interaction is handled with the same level of professionalism — whether it’s a password reset or a critical system outage. His job is to make sure the helpdesk never feels like a help desk.
Edwin’s approach to servicedesk management is straightforward: every ticket is someone’s workday on hold, and every minute that issue isn’t resolved is a minute that person isn’t doing their job. That sense of urgency runs through the entire team he manages.
“The best thing a client can say about our helpdesk is that they barely notice it — because by the time they’d normally start to worry, the issue is already resolved.”