Duties entailed overseeing and enhancing Customer Support, Operations, and Security frameworks within the organization, including:• Spearheaded enhancements in IT security protocols.• Formulated a strategy to address ISO27001-2013 compliance issues and the transition to ISO27001-2022.• Developed an improvement plan and training for optimizing Customer Service procedures, platforms, and personnel.• Provided strategic counsel to senior management on IT Service Management (ITSM) strategies and recommended system enhancements to facilitate scalability.

Leading Giganet's Technical Support and NOC functions, with a focus on strategic direction, budget oversight (>£2.5m), team growth, and fostering a world-class service culture. Consistently exceeding customer expectations by delivering highly available technical support services and exceptional customer experiences within predefined SLAs and KPIs. Key accomplishments include:• Dramatically improving incident resolution times and reducing outstanding ticket queues by 70% through staff and process enhancements.• Establishing a virtual NOC capable of supporting up to 26,000 devices, facilitating Giganet's rapid growth and national network expansion.• Spearheading business continuity efforts for Network Operations, ensuring compliance with ISO 22301 standards.• Driving process improvements to achieve ISO27001 accreditation.

Reporting to the Managing Directors as part of the Senior Executive Management Team at a Managed Service Provider (MSP). Overseeing IT Service and support for 150 UK customers, managing a team of 7, and leading internal projects to enhance service capabilities. Supporting cross-departmental improvements and achieving various Technical Support Management milestones.• Generating a £1.5 million sales pipeline through strategic service and support initiatives.• Spearheading the design and implementation of a comprehensive business-wide system, seamlessly integrating Sales to Finance departments.• Enhancing Service Desk operations based on ITIL principles to meet evolving business and customer demands.• Leading efforts to establish and maintain ISO 27001, 20000-1, and 9001 compliance, ensuring robust processes and standards adherence.

As Technical Support Manager, led a versatile team of four covering Data Quality, Software Release Management, Technical Support, R&D, and Cloud Management. Spearheaded cross-functional collaboration to modernize, standardize, and enhance company efficiency.• Transformed challenging staff members into outstanding performers, earning accolades for their exemplary work quality and attitude.• Pioneered a comprehensive mobile strategy, revolutionizing workforce mobility and productivity.• Led the creation and enhancement of processes for ISO compliance, ensuring regulatory alignment and data security.• Overhauled the outdated hardware estate and instituted a strategic 3-year replacement plan, delivering £750,000 in savings and enabling a 25% reduction in office buildings.

• Led operational delivery and governance of company support services, including 24/7 support for servers, cloud solutions, and applications, culminating in ISO-20000-1 accreditation.• Strategically managed risks, enhancing system reliability.• Engineered and deployed innovative processes, integrated into new customer agreements.• Orchestrated seamless software upgrades with a multicultural team, meeting strict SLAs and time constraints, while ensuring ISO compliance.

• Orchestrated delivery, implementation, and operation of global infrastructure and services• Led IT operational support for UK and EMEA based clients across desktop, server, and communication services• Ensured seamless service delivery within SLAs for critical systems• Project managed UK office expansion project, devised innovative support procedures, and meticulously documented IT systems IT system changes to support Sarbanes Oxley auditing

• Provided 3rd line expertise and support services to 5,000 public sector clients for various systems and applications• Coordinated team of contract resources for Microsoft Server 2008 R2 implementation, migrating critical data from 150 legacy servers• Managed redesign of Microsoft Active Directory structure, enhancing account management for 9000+ accounts in multi-domain environment• Redesigned system administration and data backup processes to achieve ISO 27001 accreditation• Led project to replace patient life supporting systems.

• Led delivery, implementation, and operation of infrastructure and services across 10 European sites• Oversaw IT operational support for 500 clients, spanning desktop, server, and communication services• Ensured successful delivery of critical services within SLAs• Implemented improved Service Management system, saving £27k annually and boosting helpdesk efficiency by over 30%• Managed projects including backup solution implementation, asset management system installation, and PC/laptop replacement program

1st-3rd line support to 6 UK and European sitesManaged Helpdesk team of 3, included objective setting and annual appraisal.Proposed and implemented new helpdesk system to comply with licensing regulationsInvestigated and installed VOIP ready telephone system to reduce costs.Planned and setup new warehouse office, including transfer of systems and data from other offices. Administered budgets for UK IT department, working with European IT managers to consolidate costs.Managed procurement, reporting, staff training and hardware leasing

1st-3rd line support to 12 UK sitesFacilitated and supported new site installations.Collaborated with programming department to create a combined asset management helpdesk system.Built and upgraded over 50% of laptops/PC's.Assisted with planning and installation of new server roomSupported and maintained network hardware and cabling