Jason Charles Email & Phone Number

England, United Kingdom

Wolverhampton, West Midlands, GB

Tamworth, GB

Ashford, Kent, GB

IT Operations Manager providing leadership and focus for the IT service Desk and Operations team. Expertise in delivering IT services to both internal and external customers.Key Skills:Manage teams of 1st 2nd and 3rd line analysts Service/SLA managementManaged services solutions and co-location servicesIT Asset lifecycle ManagementLAN and WAN Management

Management of IT support disciplines, responsibility for the delivery of ICT services to 2500 staff over ten locations throughout the UK. Member of the ICT Senior Management team and Change Advisory Board, reporting to the ICT Director

Restructured the IT Helpdesk to provide improved levels of service to the business. Responsible for mentoring and training of nine members of the service desk which included first, second and third line support. Required to prioritise calls and analyse the impact an incident has on the business, allocating staff resources to accommodate the business needs..

Working as senior member of the network team, worked closely with the team leader to ensure service desk calls are cleared within SLA, advice and offer technical assistance to other team members in addition to other sections within ICT. Duties included project management, overseeing the hardware maintenance contract including attendance at the quarterly.