Service Desk Manager
Current
Twyford, England, United Kingdom
- CWSI are one of Europe’s most experienced mobile and cloud security specialists, providing flexibility, security and productivity solutions to the private and public sectors in the UK and Europe.
- Managing global L1 and L2 support desk operations 24x7x365 following ITIL best practices to meet SLAs and KPIs, supporting diverse enterprises spanning government, automotive, finance, aviation, transportation.
- Specialized in support of MDM products: Microsoft Intune, VMWare Workspace ONE, IBM MaaS360, Ivanti MobileIron.
- Played a key role in the transition from ITSM practices to CSM practices within the ServiceNow platform.
- Responsible for administration, maintenance, and enhancements of the ServiceNow portal.
- Designs and continuously improves PowerBI reports and dashboards, utilized for demonstrating Service Delivery both internally and externally, while also spearheading their expansion to meet evolving needs.