Through increasing team headcount and streamlining processes, a more ITIL aligned framework was adapted.Ability to motivate, guide and influence team members, peers and senior managers when required.Demonstrable ability to develop, coach and mentor members of staff both within and external to my immediate teams.Actively encouraged (and subsequently led from an IT perspective) the adoption of hot desk around the office as well as the wider Modern Workplace planning and activities to support the office transformation.Annually providing the IT Service budget, complete with forecasting for the year ahead in terms of new starters, our current users and what they will need. Also licensing and support contracts and forward thinking for projects we wish to undertake in line with the company’s goals and direction.Line Managing in house teams and functionally manage the IT support teams teams in 2 offshore offices.Primary emphasis on CSI, adding value across IT and the wider business.Define, monitor and maintain processes for Incident, Request and Problem Management to align with ITIL principles.Strengthening day to day delivery of Incident, Request and Problem Management.Undertaking and defining trend analysis techniques to reduce overall ticket volumes, streamlining internal and external processes to bolster our service levels.Providing comprehensive ad-hoc and monthly reports on SLAs and KPIs for the IT Operations Department.Managing out of hours support processes, ensuring critical outages are communicated to the business and its partners, and are resolved within acceptable time frames.Driving customer service and reviewal of customer satisfaction scores to implement improvements, adding value where possible.Providing a hierarchical escalation point for the entire user base and our partners.Administration responsibilities of the Jira Cloud ticketing system, facilitating and implementing changes and improvements to all aspects of the tool.

Job title change due to a company merger.Responsibilities:Line Management for the IT Service Team compromising of 7 Service Desk Analysts and 10 Service Engineers, across 3 national locations. Performing regular 1-2-1's, including personal development for each team member.Defining and maintaining processes within the IT Service Desk and Desktop Support Teams for Incident, Request and Problem Management that are aligned to ITIL principles.Strengthening the day to day delivery of Incident, Request and Problem management, acting as the 2nd level point of escalation when required.Managing the staff to facilitate the incoming work items, consisting of ~1200 calls and ~2500 emails with a total of ~1350 new Incidents/Requests raised per month (as well as project related activities).Managing critical customer incidents and escalating items to a satisfactory conclusion through effective communication, decision making and use of resources.Communication at all levels within the business. Building relationships with key stakeholders, customers and business users to enable continual assessment of service quality.Successfully implemented an Agile approach for continuous improvement items, large and time-consuming incidents and/or Requests and Project work.Personally, oversaw and orchestrated the IT perspective for a successful large project relating to the Starter-Leaver-Transfer processes post the company merger.Understanding the commercial and business impact of IT outages.Building and maintaining effective relationships with the wider IT department and its composite teams.Championing the importance of a 'Good Service'.Using available MI to identify trends and areas of potential improvement.Prioritising work items in line with team, departmental and organisational strategies.Performing regular 1-2-1's with team members, including personal development for each.Undertaking all recruiting and disciplinary activity required within the team.

Due to a company restructure and a successful formal interview process, three teams became one of which I managed.Managing a team of 10 including the Service Desk and 1st and 2nd line of IT Support for the business. Responsibilities included:To Lead the delivery of Incident, Request and Problem Management for IT aligned to ITIL principles, through the Service Support function.Expectation to ensure the team is appropriately structured and staffed to meet SLAs and KPIs defined around service provision.Define and implement processes and service improvements (CSI), internal and external to the Service Support team, which will increase the quality and efficiency of the end users support provided.Team Management and DevelopmentProvide a second level of escalation for the business and wider IT functions/departments.

A move out of Support gave the opportunity to manage an area of IT.Managing a team of 3, the role being comprised of 4 main elements:Identification and Prioritisation of Service Improvement opportunities.Delivery and Management of Service Improvements projects and tasks.Oversee training that team members would perform to our user base.Team Management: Objective setting, development planning and performance management.

Following a successful interview process, a move to a team leader role was granted.The role included everything I had already been completing on a daily basis, but now also included Line Management, 1-2-1's, objective setting, interviewing and hiring new staff.

Proving myself as a competent engineer and escalation point, a promotion to Lead IT Support Engineer was successfully earned. My previous responsibilities were also part of this role.

Understanding the company and the way in which it functioned and a successful interview process, a promotion was available into a 2nd Line role. Responsibilities then became more advanced and diverse and from this role I gained knowledge in the following areas:All Microsoft Office ApplicationsOperating Systems: Windows XP, 7 and 8Telephony Systems: Nice, Elephant, Faxcore, Mitel CCC 3300 and 6110.Remote Support: Logmein, Polycom Functionality, Desktop Printers, Sim Card/Hot Spot Issues and Internet Setups.Scheduled Tasks: Daily Checks, SFTP File Transfers, MIBI Functionality and High Risk Reviews.Hardware: Resolving all hardware issues, including damaged/faulty equipment and procurement.Cloning: Building Desktops and Portable Devices.Training: Providing education on IT subjects to help our user base be more self sufficient.VIP Service: Escalating and Prioritising depending on the business user and/or situation.Software Installation and Support (the main applications being): MoSeS, Winpak, Bloomberg, Fintal, Foxit, CRM, Chrome, Visual Studio, Logmein, Mathcad, MATLAB, Mathworks, Quality Center, HP QTP, SAS, STATA, Stat-Transfer, VScreen, SQL Server, Konica, Carval, Sword and Workshare.

A new role to Just Retirement, I was the sole member of the newly formed Service Desk. Initial tasks included changing the user base perception of the IT processes and became a central point of contact within the business for IT related work items. Other responsibilities included (but were not restricted to); Logging all Service related tickets, managing the loan pool, carrying out daily checks, providing first line support over the telephone for the user community (exchange, AD access, remote support for field based clients, etc), being the primary liaison with 3rd parties and routinely building devices to the company specification (hardware and software).

Strived to meet personal and company targets set each day, week and month. Gained knowledge of many countries that the company covered, as well as learning about individual developments in certain areas. Sold inspection tours to clients both over the phone and at regional exhibitions (every weekend), for them to view a selection of properties overseas.

Workshop Manager (2 years)Carried my Supervisor responsibilities with me as the role was not backfilled. Improved workshop performance to clear an ongoing 4-day backlog of faulty computers. Successfully sort solutions for customers thereby dramatically increased the DOA prevention rate. Thereby doubling the companies’ revenue. Took responsibility upon myself for taking any awkward customers to find solutions for their concerns.Workshop Supervisor (1 year)Responsible for building a strong team, work ethic and high morale in the workshop. Most senior engineer under the manager, therefore answering day to day questions from engineers to take pressure off the manager. Solved problems that would arise on a day-to-day basis.Workshop Engineer (2 years)Within 3 months had mastered how to repair the full range of Apple Mac computers. Was selected early to repair computers on the customers’ sites. Attended customer sites (both residential and industrial) to repair faulty equipment.