Manage all aspects of the 24/7 Global Helpdesk Lead and develop the team members in Kenya and Nepal, developing their competencies and responsibilities to help continually achieve OKRs and MBOs in line with the Global IT Strategy Provide on-going coaching, training and guidance to the Global Helpdesk Team to increase their ability to handle end-user requests, ensuring reduction of repeat escalations to senior levels. Oversee all Global Helpdesk activities and respond to all escalated service desk incidents and requests.Ensure working practices and processes are standardised and repeatable tasks/activities are structured, documented and easily accessible to support the Helpdesk team members to carry out their responsibilities, to achieve the defined Service Delivery Key Performance Indicators (KPIs). Ensure that all incidents, service requests are managed effectively in accordance with the Service Level Agreements (SLAs), aligned to ITIL best practices. Ensure incidents levels and associated mean time to recovery are continually improved via effective documentation, education/training of Help desk Service Agents and/or process enhancements. Oversee management of on-shift, off-shift and on-call staff schedules to ensure continuity of support and service delivery to the end-users. Own the IT Asset Management Process including recommendations to process improvements, whilst also monitoring and auditing the existing process. Ensure that the asset inventory has the right stock levels by partnering with the relevant functions through timely procurement and disposals as defined by the Asset Lifecycle Policy.Continually performs pattern/trend analysis and intelligent reporting for the Service Delivery data and advises/implements any improvement (CSI) plans to ensure that Quality of Service (QoS) is upheld and maintained.

Responsibility for the management and leadership of the Service Desk and Switchboard teams to deliver high quality end user support to meet the standards and objectives required by the University, including the ownership of the out of hours support contract.To effectively support and work in partnership with senior managers in IT Services to enhance performance and efficiency towards achievement of departmental strategic plans.Work closely and collegiately with Associate Directors, CIO, Head of Service Operations and IT Support Services Manager to provide excellent customer service.Work with the Head of Service Operations to develop and publish agreed SLAs and monitor performance against these. Accountable for the performance of the service against the agreed SLAs.Liaising internally and externally to share and develop ideas and contribute to the overall aims and objectives of IT Services.

Takes full responsibility for the day-to-day management of the associated Support Area,ensuring it is suitably planned, staffed and skilled at all required timesEnsures appropriate staffing split between provided functions at any one time at relevant locationsInvolved in the induction of staff and recruits new staff when necessary. Maintains agreed Service Targets and takes remedial action, where necessary, to correct poor performanceDevelops specialism around specific areas of ICT, complementing other Support Areaspecialisms and providing the most appropriate advice and support to customers on ICTmattersEnsure staff documents, FAQ's and support instructions at a relevant level on the CRM system and in a central repositoryReporting on individual performance at agreed intervals and ensures, when necessary,corrective measures are takenReporting on team’s performance and customer satisfaction at agreed intervalsActs as the initial escalation point for issues, queries, complaints and compliments usingthese as an opportunity to learn and enhance/correct working practicesActing as a backup Major Incident manager when required

• Providing Helpdesk services to the Pearson Group of Companies based outside of the United Kingdom• Managing the UK Service Control Team with 8 direct reports and managing the outsourced Helpdesk team, ensuring that services continue to improve and meet Pearson’s consistently developing IT requirements• Providing comprehensive and effective support to over 23,000 internal users based in NA, UK and Australia in addition to the on-boarding and off-boarding of new employees for a range of other regions worldwide• Overseeing the 24/7, 365 days a year Helpdesk and the services delivered, ensuring that the outsourced Helpdesk is held accountable and that the IT Team provide a good and consistent service to customers• Establishing and maintaining Service Level Agreements, providing KPI information to the Management Team and Clients, contributing to developing the PSS IT strategy and annually reviewing the strategy

• Reviewed IT services within Pearson, planned the support and implementation, managed the migration of 20,000 users to Google from the old Exchange network which involved working with cross functional teams• Ensured that the worldwide desktop teams were trained and prepared for the support of the new platform • Provide support documents and process review documents to senior management and support functions• Managed the design of the new support sites and process or supporting users during the entire migration• Provided technical support and managed 20 Deskside Support Analysts during the projects migration phase• Managing transition meetings with service providers and project groups• Providing risk assessments to senior management during the project lifecycle

• Acted as the main liaison between the IT Helpdesk and the various business contacts based in Pearson• Provided an escalation point and link between the IT teams and the users, with responsibility for continually reviewing IT processes and implemented new technologies and processes when necessary• Ensured that all teams met the respective predetermined SLAs, OLAs and KPIs that were assigned to them• Chaired the weekly and monthly meetings with the support teams and the outsourced Helpdesk in addition to reviewing the issues raised and ensured the timely and effective resolution of all of all identified issues • Travelled to India to review issues raised, devised and agreed changes to the support model of the Helpdesk• Managed an IT Admin team, provided management support and escalation routes and performed annual and 6 monthly reviews and provided information relating to these reviews to the Senior Management Team