The document provides an overview of Janet Lankford's virtual helpdesk team which supports 2800 users across the United States and London. The team uses several tools like Contactual for call routing, Track IT for ticket tracking, and Bomgar for remote access. Key metrics like call volume, tickets opened, abandoned rate, and customer satisfaction are analyzed. The management style focuses on individualized support through weekly conference calls, one-on-one meetings, and group instant messages. Training is provided through Microsoft, HDI, and weekly presentations by technicians.