• Address SLA areas of concern while evaluating IT service requests approaching or exceeding their SLAs an adjust staff priorities accordingly.• Assign staff for in-flight work ensuring any requests in progress during a shift hand-off are assigned to a receiving agent and a transition is conducted from the agent leaving their shift.• Review operational metrics and note and act upon areas for attention. • Follow up on customer-satisfaction issues and user-feedback responses. • Act as the escalation point for any incidents, service requests, or issues. • Review ongoing major incidents, scheduled outages, and business events for the day to assess any adjustments to staffing plans.• Build a high-performance culture focused on achieving service excellence in line with our Customer Operations vision.• Ensure that standards of service are met and business strategy is implemented to deliver against the metrics (including KPIs such as devices which have failed to update, signage screen outages).• Drive down customer complaints and repeat contacts through effective processes and understanding of client businesses.• Ensure any customer complaints received are owned by the first point of contact, resolved quickly and to the satisfaction of customers and within KPI targets. Feed insights of drivers and causes of complaints within the wider team.• Develop and maintain a strong understanding of Freespace products and solutions and instill this knowledge across the team. • Provide strong leadership and direction to the team. • Mentor and coach employees in the areas of customer-service and technical skills.• Recruit, induct, lead and develop team members, setting clear objectives and targets to high performing team that consistently delivers an excellent customer experience with every interaction• Manage team level attrition and absence rates to ensure these operate within Company policies, whilst providing 1-1 support for staff

Oversaw the implementation and operation of information and functional systems, ensuring smooth functioning.Established effective communication channels between the IT department and other departments.Provided responsive help desk and technical services assistance to on-site and remote employees.Managed the annual IT budget, optimized resource allocation, and handled project planning and risk assessment.

Managed overall performance of the Service Delivery Process, ensuring timely delivery of services.Led teams to improve performance by establishing weekly internal and client-facing status and issue meetings.Provided hands-on project management leadership during new customer environment implementations.Managed capital expenditures, expense budgets, and enhanced relationships with key stakeholders.

Managed service desk, incident management, and problem management with a team size of 12.Implemented robust processes to ensure high-quality service provision to customers and internally.Owned the ticketing system, implemented changes, and improvements for full visibility and timely fulfillment of service requests.

• Led a team of 6 resources dedicated to IT service management and delivery, providing individual support to 1500 end users.• Designed workflows to enhance systems and processes, ensuring the achievement of SLAs and metrics.• Managed the communication and resolution of parent tickets, overseeing the daily monitoring of the ticket queue.• Took charge of Incident Management, prioritizing incidents based on Helpdesk-raised tickets and assessing severity levels.• Promptly managed and resolved escalations, offering technical support to end-users.• Documented and tracked the status of inquiries, coordinating appropriate responses and conducting follow-ups to ensure end-user satisfaction.• Created and deployed images using Acronis Backup and Smart Deploy.• Managed incidents on HP QC, monitored data backups and disaster recovery operations, assisted staff with BYOD (Bring Your Own Device), and handled stakeholder management.• Assumed responsibility for IT procurement, onboarding and offboarding of employees, vendor management, and IT assets and spares management.

• Overseeing day-to-day IT operations, including monitoring backup and proxy servers.• Responsible for creating and managing users in Active Directory, as well as mailbox creation in Microsoft Exchange 2010.• Procuring IT hardware and maintaining accurate records of IT software licenses.• Managing Watchguard and overseeing the IT operations team for the region.• Ensuring the effective management of Active Directory systems and MS Exchange.• Implementing asset management practices to track and optimize IT resources.• Handling vendor management for IT-related services and products.• Leading IT procurement processes to ensure the acquisition of necessary resources.• Administering desktop and laptop environments to maintain operational efficiency.

• Leading and managing the IT operations team to ensure smooth functioning and optimal performance.• Overseeing vendor management, including coordination with external partners and service providers.• Collaborating with the IT Manager to assist in the preparation of Service Level Agreements (SLAs), ensuring clear expectations and standards are established.

• Managed and administered Windows XP workstations and laptops.• Provided support and maintenance for servers.• Primary responsibilities involved installing and configuring Windows Servers.• Implemented McAfee Antivirus solutions for enhanced security.• Added, maintained, and removed objects within Active Directory for efficient user management.

Assembled PCs and performed installations of software based on customer requests.Ensured the timely updating of antivirus software to maintain robust security measures.