Owning the effective delivery of the end-user facing IT environment and all associated services including 24/7 Service Desk, Desktop Support, Field Services Support for operational devices & Problem and Major Incident Management:- Manage a team of 1st & 2nd Line technical staff to support the end user desktop environment, ensuring that service level commitments made to our customers are met.- Maintaining cyber security profile for all in-scope services in alignment with cyber policies- Drive high levels of first-time resolution and ensure that Incidents and Requests outside of their control are triaged to the other resolving teams in appropriate time frames.- Continual Service Improvement

- Managing the IT Service Desk who work 24/7 365. - Major Incident and Problem Management- Incident Management and Request Fulfilment- Reporting and statistical analysis- Supporting internal and external customers across the Airport- Performance Management

Day to day running of the Service Desk:- Escalation point for customers or my team- Dealing with complaints in a timely manner- Managing Incidents- SLA Management- Customer Reports and Service Reviews- Performance Management of the Service Desk team (7 people)Continual Service Improvement:- Helping design and implement a customer self-service portal (still in progress)- Implementing Incident and Major Incident Management Processes- Cross-skilling the Service Desk team to enable improved knowledge- Implementing Customer Satisfaction surveys

 ITIL Maturityo Process mappingo SLA Managemento Reportingo Building and managing Knowledge Base for customers and IT department People Managemento Training and developmento Providing excellent customer serviceo Performance managemento Apprenticeship scheme Disaster Recoveryo Managing and co-ordinating 3 full disaster recovery testso Business Continuity Strategy and Operational implementation Supplier Management:o Purchase orderingo Contract managemento Change managemento Service Reviews Customer Service:o Positive, professional and customer focussedo Listening to customer needso Continual service improvemento Providing excellent communication to all customers including VIPs, as well as suppliers

 Application Management:o Intellect Stabilisation Project Incident management Change, release and deployment UAT Budgets and Contractor Managemento X-Service Mobile working for engineers Windows 6.5 OS

 People Management:o Managing team of 10 peopleo KPIso Training and development Customer Service:o Speaking to customers over the phone and face to faceo Ensuring the team provide excellent customer serviceo Handling customer complaints