- Developed vision and mission statements for the IT Support department aligned with the corporate IT Strategy.- Formulated Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to measure service delivery effectiveness.- Introduced Reporting and Dashboards to monitor key systems and team performance- Established and updated policies and procedures to ensure team alignment and efficient workflows.- Contributed to the implementation of ServiceNow, enhancing the efficiency of IT service management processes.- Spearheaded the implementation of knowledge management practices, improving information accessibility and sharing within the team.- Orchestrated the communication and rollout of the IT Service Portal, enhancing user experience and service accessibility.- Optimised the ordering process to increase efficiency and reduce turnaround times.- Provided mentorship to team members, guiding them in effective ticket management practices, resulting in a significant reduction in the backlog of tickets from over 6 months to under 2 months- Collaborated with the Head of IT to implement Change Management processes, ensuring seamless integration of changes while minimising disruptions.Implemented continuous improvement initiatives by conducting monthly meetings with the team to facilitate communication and gather suggestions for enhancements across all areas of the department. - Encouraged feedback on topics such as missing knowledge, service improvements within the ITSM tool, and overall process enhancements.

·Restructured the service desk from a single-tiered model to a tiered service desk, effectively organizing teams into 1st, 2nd, and 3rd line support functions, optimizing issue resolution efficiency and customer experience.·Defined the vision and mission for the UK Service Desk, aligning operations to be user-centric, scalable, and accessible. Ensured the service desk became the trusted source of knowledge for all IT issues.·Championed the "shift left" theory and spearheaded the implementation of line zero automation initiatives. Collaborated with automation specialists to develop self-help resources, interactive FAQs, and automated solutions, empowering users to resolve issues independently.·Oversaw and managed a team of 40 support staff across 4 locations.Provided leadership, coaching, and mentorship to the team leaders, fostering a positive and high-performing team environment.·Developed and maintained efficient processes and workflows for the service desk operation.·Implemented appropriate SLAs to ensure consistent and exceptional service delivery.·Created and implemented policies and procedures to ensure all teams within the UK are aligned and running uniformly, providing users with a consistent experience regardless of location.·Monitored service desk performance metrics, analyzed trends, and proactively implemented improvement initiatives to enhance efficiency and user satisfaction.·Collaborated with cross-functional teams to identify areas for improvement in service delivery and implement solutions to enhance the overall user experience.·Established and maintained strong relationships with key stakeholders, including internal teams and business leaders. Provided regular updates on service desk performance.·Created goals and expectations for the UK Service Desk, ensuring alignment with the wider business objectives.·Successfully managed resources, including planning and allocating workloads effectively to ensure adequate coverage

• Directly line managed a team of 10 agents, conducting 1-1 meetings, coaching, and mentoring to improve team efficiency. • Handled technical escalations from the Service Desk, collaborating with the wider IT teams to ensure timely resolutions, and created relevant documentation. • Pioneered the Frasers Group IT Service Desk training academy, enabling recruitment of agents from diverse backgrounds and providing a 6-week boot camp to kickstart their IT careers. • Developed SQL reports to showcase team and individual performance metrics. • Led various aspects of the hiring process, including job description creation, liaising with recruitment, conducting final stage interviews, and facilitating onboarding. • Assumed responsibilities as a Service Desk manager's deputy, ensuring continuous support and smooth operations. • Managed payroll tasks, including wages and overtime processing for the team. • Organized training sessions for the team from wider IT departments, promoting skill development and knowledge enhancement. • Conducted monthly team meetings to foster communication, collaboration, and feedback sharing. • Worked closely with the Service Desk manager to design and implement benefits for the team, including "progression hours," which facilitated staff retention and supported their professional growth and career advancement.

• Handling escalations from IT Support Analysts and providing expert assistance in resolving complex technical issues. • Collaborating with the wider IT teams, including network, infrastructure, and software teams, to address and resolve escalated problems promptly and effectively. • Mentoring and guiding junior IT Support Analysts, fostering their professional growth and ensuring they deliver high-quality support to end-users. • Working closely with the Team Leaders Assessing and enhancing the efficiency of support processes, implementing improvements where necessary to streamline issue resolution. • Taking a proactive approach to problem-solving and identifying recurring issues, recommending and implementing long-term solutions to prevent future occurrences. • Conducting in-depth analysis of system logs, event data, and performance metrics to identify potential issues and devise preemptive solutions. • Participating in the on-call rotation to provide out-of-hours and weekend coverage for critical business applications, maintaining business continuity. • Collaborating with management to assess team performance, contributing to the development of performance goals and strategies to enhance team efficiency and effectiveness. • Contributing to the creation and maintenance of comprehensive documentation, knowledge base articles, and training materials to facilitate knowledge transfer and skill development within the team.