Direct Line Manager for 6 staff in 2 geographical locations. It was important to me to carry out appraisals twice a year with each employee. Set goals; set targets; set objectives. Manage incidents and requests through their life cycle, escalating where appropriate. Relocated the Global Helpdesk's North American location from Denver to San Diego, achieving a 33% reduction in staff. Proactively implemented a set of robust processes and procedures to ensure a high quality of service could be delivered to all internal customers. Lowered calls to the Helpdesk by designing and implementing a 'System Status' website and encouraged customers to visit it prior to calling the Helpdesk. Improved first call resolution by encouraging ownership of tickets. Analysed peak operating periods and ensured coverage for all locations was at an optimum level and enhanced the 'on-call' rota. Championed the 'one team' mentality to ensure the customers heard only 'one voice' when they called in to the Helpdesk by utilising ITIL best practise methodologies and proactive communication. Brought consistency to the customer facing messages by using excellent communication and non-technical jargon, ensuring clear and concise messages reached all parties concerned in a professional manner. Built a trusted brand with a very easy to use but highly informative internal website.Designing a perception survey and analysed the results which enabled my team to make subtle, proactive changes, showing that we did listen. Documentation, process standards and procedure play a key part in measuring the success of the Helpdesk.