As the Head of IT Operations, I oversee the seamless functioning of the company's IT services, covering service desk operations, engineering, database management, equipment maintenance, contracts, and security protocols. Leading the IT digital operations workstream and associated projects, I prioritise tasks and advocate for change through well-structured risk and opportunity assessments.My role involves driving swift changes within the Directorate, leveraging data-driven insights to continually refine and enhance processes. Collaborating closely with internal and external stakeholders, including suppliers, I actively contribute to the proactive service improvement agenda of the Technology Department.Furthermore, I engage with senior staff across various departments to identify, recommend, and implement cost-effective technology solutions, playing a pivotal role within the Technology directorate's senior management team.

As the Support Manager (International) at Education Horizons, I played a key role on the EHG International Leadership Team, shaping the mission and culture of the support function to deliver exceptional customer value and satisfaction.• Set strategic direction and led support teams to ensure swift resolution of customer issues, timely fulfilment of service requests, and adherence to performance targets, fostering a high-performance and collaborative culture.• Analysed changing customer demands and leveraged trend analysis to proactively address issues and promote effective product usage, optimising customer experiences and minimising escalations.• Promoted innovation and embraced disruptive technologies to drive continuous improvement, implementing new ways of working that supported sustainability and enhanced service delivery.• Developed strong relationships across diverse stakeholders and utilised negotiation and influencing strategies to maintain high service standards and build a positive brand reputation.• Managed resources efficiently, applying financial strategies and insights to make informed decisions, and addressed escalated complaints promptly to uphold service standards.• Created an inclusive culture by encouraging diversity and providing coaching and mentoring to support team development, enabling a resilient and agile work environment.

As a User Support Analyst at Bournemouth University, I set the direction for effective communication between IT Services and end users, taking ownership of incident diagnosis and resolution. Collaborating within a dynamic team, I provided inclusive 1st line technical, desktop application, and learning & teaching support to staff and students, ensuring our approach was agile and responsive.I was proficient in Incident, Problem, Service Level, and Knowledge Management processes, which helped identify longer-term opportunities and risks. In delivering 2nd line support, managing installations, and maintaining user computing systems both onsite and offsite, I adhered to defined standards and consistently met service targets.By maintaining meticulous records and ensuring transparent communication about incident progress, I contributed to a culture of continuous service improvement. This proactive approach fostered trust and promoted sustainable practices within the team.

As Service Desk Manager, I set the direction and vision for the daily operations of our 1st, 2nd, and 3rd Line Support Teams, providing clear governance and purpose. I efficiently prioritised incidents, requests, problems, changes, and enhancements through ServiceNow, ensuring our teams operated with agility and responsiveness.I identified longer-term opportunities and risks by analysing issues and conducting proactive system health checks to minimise business impact. By staying up to date with innovations and championing their adoption, I ensured SLAs were consistently met and processes were enhanced through strategic reporting and workload monitoring.Through clear and inclusive leadership, I developed a sustainable and supportive culture that maximised team potential. By managing resources effectively and focusing on team coaching and development, I fostered trust and positioned us as a leading SaaS provider, transforming client perceptions and promoting sustainable business practices.

As a User Support Analyst at Bournemouth University, I set the direction for effective communication between IT Services and end users, taking ownership of incident diagnosis and resolution. Collaborating within a dynamic team, I provided inclusive 1st line technical, desktop application, and learning & teaching support to staff and students, ensuring our approach was agile and responsive.I was proficient in Incident, Problem, Service Level, and Knowledge Management processes, which helped identify longer-term opportunities and risks. In delivering 2nd line support, managing installations, and maintaining user computing systems both onsite and offsite, I adhered to defined standards and consistently met service targets.By maintaining meticulous records and ensuring transparent communication about incident progress, I contributed to a culture of continuous service improvement. This proactive approach fostered trust and promoted sustainable practices within the team.

As the Supervisor of a 3-star SDI Certified Service Desk, I set the direction and vision for our IT Service Desk, providing clear governance and a strong sense of purpose. Through inclusive leadership, I fostered a customer-centric approach for university staff and students, prioritising first-contact resolution to optimise incident and service request management according to ITIL principles.I identified longer-term opportunities and risks by leveraging data from internal intelligence and external influences, ensuring our strategies were forward-thinking and adaptive. I cultivated a sustainable, ethical, and innovative culture that empowered my team to deliver exceptional results. By staying current with technological advancements and promoting their adoption, I ensured our service desk remained agile and responsive to change.

In this role, I was responsible for maintaining and repairing all IT equipment, including laptops, PCs, and projectors, while assisting in managing a school network of over 2,000 users and 750 devices running both Mac OS and Windows 7/10. I am proficient in using Windows Administrative Tools, Active Directory Users & Computers, Print Management, and Exchange.I managed the asset register for all IT equipment and led various IT projects, including sourcing and implementing a new managed print solution. I was actively involved in designing and procuring IT provisions for our new school building. Additionally, I deployed software for staff and students, conducted training sessions on new IT hardware/software, and oversaw the IT Technician.

I was responsible for producing materials that enhanced the school's corporate image using Adobe InDesign, Photoshop, and Illustrator. This included creating videos with Mac OS and Final Cut Pro X. I managed website content through WordPress and developed an online booking system for AV equipment for staff and students.I provided technical support for all school events, handling sound and lighting, and filming performances and student projects for examination purposes. Additionally, I assisted Performing Arts and Media students in utilizing the school recording studio and film studio.

In this role, I completed a BTEC Level 3 Diploma in Professional Competence for IT and Telecoms Practice and a BTEC Level 3 Extended Diploma in ICT Systems and Principles. I provided effective 1st line technical support to staff and students, demonstrating strong communication skills. My responsibilities included imaging new laptops and PCs and setting up hardware.