Tim Lester Email & Phone Number

Stockport District, Gb

Independent Consultancy providing support, advice and guidance on ITSM, ITOM and ITAM practises. From Service Design to transition, delivery and operations. Through defined approaches, we help develop existing ways of working to harness service potential.

Leeds, England, United Kingdom

Titchfield, England, United Kingdom

Leeds, England, United Kingdom

Working with Hallmark and their managed service provider, to review and develop existing ways of working. Embedding new ways of working following good practice in a defined approach, including but not limited to;Joiner, Mover, Leaver ProcessKey Service Metric reportingServiceNow usage and expanding use of existing functionalityBusiness Systems and Access managementKnowledge documentation, storage and usageITSM methodology, shift left and user enablement.

Edinburgh, Scotland, United Kingdom

Daresbury

Day to day Operational management of a 22 seat, application support focused 24x7x365 1st 3rd line Technical team supporting in-house product suite through to Windows, Citrix and VMwareEscalation point for critical incident / Customer Relationship management, driving to resolution or problem creation. Problem management review scrubs with Program and development management to assess, reject / accept and allocate Sprint time to product bugs.Initiate knowledge exchange program within team and within other servicing departments, including Amazon Web Services and MS Azure to further enable supporting capabilities.Organise process review meetings to ensure processes are current and necessary.Create development plans for the team, promoting self-growth and coaching opportunities. Project Manage, design and delivery of IP telephony system allowing for 100% availability during office relocation.

Leeds, United Kingdom

Day to day Operational management of a 30+ seat UK Service Desk teamEscalations and case backlog management. Weekly governance and reporting - setting up governance and 'rules of engagement' between 1st, 2nd and 3rd lineManage external Partners (HP, TATA Consulting) ensuring deliverables meet specification and contractual obligationsAct as contact and provide subject matter expertise for Senior business stakeholdersImplement and action plan to ensure SDI 5 Star World Class status is achieved and maintained.Develop Team Strategy that aligns with the overall Business strategySafeguarding the IT support service provided to the internal organisation by ensuring Key Performance Indicators are met

Responsible to oversee and manage daily Operations of IT Call Center supporting Transition of support services from European to Global 1st line support vendor.

As European IT Service Desk Manager I oversaw all Operations and functions of a 1st / 2nd Level desk which supported in excess of 7000 users. The desk was an outsourced vendor co-partnership. My duties were the liaising and management of the service delivery manager and project management to ensure our key deliverables and contractual obligations were met. Additionally i worked to develop and enforce standardised operating processes with vendor and internal teams to streamline and improve service efficiency.

Outsourced 1st Line support function to external support Vendor (IBM)Create standard operating processes, maintain operations service levels and customer satisfactionDevelop Knowledge from Application and Operational support teams

Active Directory AdministrationInfrastructure Administration and deployment (Cisco, IBM, HP)Network Architecture designDeskside Support servicesClient standardisations / roll outs

Rotational First / Second Line support servicesSQL Server AdministationDatabase development for Human Resources absence trackingDatabase development for Engineering service department, tracking equipment callouts and repairs.

Crystal Reports Development and maintenance for ERP deploymentSQL Administration of ERP solution Project team for ERP deployment (Wonderware)