Imagine yourself as the operator of a large machine with responsibility to produce a specific output using only four levers to move back and forth. Now envision your business’s service delivery machine with yourself as the operator responsible for producing the service gross margin. This session will cover the four levers a service desk manager can adjust to directly affect gross service margin: 1) engineer pay rate, 2) billing rate, 3) utilization, 4) effective ratio. Participants will work with the Pax8 Academy (formerly Sea-Level) Four Levers modeling tool to understand how moving each lever impacts service gross margin.