Ryan Koval is WaTech’s new assistant director for support services, bringing to the agency a long track record of helping both public and private organizations improve their customer support for information technology. The position is over all of WaTech’s, call center and desktop support functions.
“Ryan’s obsession with delivering high value services aligns well with an already amazing WaTech team,” said Heidi Geathers, deputy director for the Infrastructure and Applications Division, in making the appointment.
Koval, who began his duties as head of all agency customer care functions in mid-February, came to WaTech from the Department of Health, where he led the agency’s service management office. In that role he and his team were able to implement over 750 service management related improvements over the two years he was there.
Koval managed internal technology support at the Department of Fish and Wildlife, where the position was especially challenging due to that agency’s numerous remote field offices and deployment of sophisticated technology used in the field by scientists and biologists. He was also at the Health Care Authority for five years, and spent six years as a server administrator for the Disney Corporation at its regional office in Seattle that oversees the company’s e-commerce operations. The graduate of Washington State University began his career at an AT&T service desk in Fife.
“I’m thrilled to be at WaTech,” said Koval. “I’m all about customer service and continual improvement, and hope I can spread my passion for service management throughout the organization.”
Koval said his immediate task is to listen to staff in order to learn what is working well in the agency and where the challenges lie to see “where are the quick wins that we can accomplish together.”
He also plans to align the agency’s support functions more closely with WaTech’s strategic direction as an agency and work with agency customers to improve both communications and processes wherever possible.
Koval, a native of Lacey, is the father of three. In his spare time he likes to spend time with family and friends. He is also likes to get outdoors and enjoys snow-shoeing, skiing and running.