Liam Connor Email & Phone Number

Managing IT engineers covering Intercity's Internal IT, their customers IT by managing the IT Tier 2 team and the IT Field Engineering team.Dealing with all aspects of people management including recruitment and selection, appraisals, performance management and disciplinary issues.Using HaloPSA as our ITSM tool to make sure SLAs for all tickets are met and implemented appropriately & to ensure there is appropriate staffing and level of cover for call quantities.Supporting our customers heavily using Microsoft 365 platform & Ninja One as support tools.I am the escalation point for our customers and so I have the ability to effectively interact with customers, colleagues, and stakeholders at all levels.

Overall responsible for the Field Services team (including Team Leaders) which do all aspects of IT services across the whole of the UK & Europe for both secure & non secure contracts.I was responsible for the Field Services budget i.e., pay & rations and making sure the team had all equipment needed to fulfil their jobs.I was responsible for delivering services across multiple divisions within Serco these included Justice & Immigration, Defence, Health & Transport, Citizens Services etc.I managed the support of their own customers "Serco staff" and also their end customers working in partnership with their 3rd parties.I was responsible for the support of multiple technologies / services which include (Desktop, Infrastructure, Backup, Patching, Networks, Encryption, Telephony, CCTV, Test and Repair & Asset Management etc.I also managed Serco’s Audio-Visual estate. This involved deploying Poly & Microsoft Surface Hub solutions across its UK & European sites using Microsoft Teams as its primary platform within a budget.The team I managed provided 365 / 24*7 cover to a UK-wide geographical coverage from the south of England to the very north of Scotland and everywhere in between.

Managing an End User Computing team of staff (including Team Leaders) and a number of customers which do all aspects of IT services across the UK for both secure & non secure contracts. I also managed the relationship with Serco's 3rd party IT providers running service reviews, monitoring their SLA’s & KPI’s being delivered to us within the contracted timescales.

Responsible for engineers across the northern, midlands & southern regions of the UK.Dealing with all aspects of people management including recruitment and selection, appraisals, performance management and disciplinary issues. Achieving various targets depending on the customers SLA’s, holding service review meetings with support teams within the ICT community to review Service Desk performance and to drive improvements to the incident management process, resolving customer complaints, Responsible for asset register and tracking using Asset Tracker. Reviewed and maintained approved hardware lists consisting of Lenovo Desktops and Laptops, PDA’s and printers, Deal with customer escalations and departmental issues, involved in planning of Projects and roll outs, Managed team through roll out of completely new desktop environment (WinXP to Win7), The roll out was fraught with problems and provided a serious challenge to keep the team motivated and professional, Make “essential” site visits for new business, site meetings, etc.

Responsible for two teams of both 1st and 2nd line support teams.Responsible for management of severe incidents, managed and mentored supervisors and senior members of the teams, dealt with customer escalations and departmental issues, involved in planning of projects and roll outs, restructured support teams achieving closer integration of the two functions thereby providing wider coverage for all areas of responsibility, responsible for all HR and disciplinary issues, managed out of hours support team and provided first point of escalation.

To oversee the day to day running of the Desktop Support & the Security team. This would involve the teams meeting the SLA's set and making both teams have the tools to do their job.

Responsible for supporting the company's IT Support at all levels as part of a desktop team. Ensuring that all hardware and software is configured and installed correctly.

Ordering the company's stationary, sorting the company’s post, responsible for the photocopiers and covering for reception staff when they were off on holidays and sick etc.

Various duties which would include sorting the post in the morning for all of the different areas of the business. In the evening I would have to collect all of the post from all of the areas of the business ready for outgoing. This would involve adding up and costing how many letters was going out of the business per day.

Various duties within the leisure/social club environment, Including bar work, door supervising & kitchen duties.