Keely leads the help desk team, which provides dedicated user support and services to NORC Data Enclave clients, partners, and authorized researchers. She contributes to Level II and III support and is an expert on Data Enclave user operations, ensuring that users can securely access data, effectively navigate systems, and successfully complete their research. With her deep expertise in service management and research technology platforms, Keely plays a central role in sustaining the Data Enclave’s user-centered experience.

At NORC, Keely supports a wide range of research programs that rely on the Data Enclave for secure data access and analysis. She works closely with research teams, platform engineers, and compliance staff to address complex user issues and improve workflows, documentation, and support processes. Her work helps translate technical and security requirements into clear, practical guidance for researchers, allowing them to focus on their work while meeting compliance requirements.

Before joining NORC, Keely held progressive roles in IT service management, operations, and customer success within large-scale, SLA-driven technology environments. Her experience includes building and supervising service desk and operations teams, managing escalation-level incidents, and partnering with engineering, product, and other teams to improve service delivery. She developed support documentation, contributed to customer onboarding, and monitored service performance and adherence to service levels. Keely also worked directly with clients on incident management and continuous improvement efforts.