Greater London, England, United Kingdom
Experienced IT Support Manager with a proven track record of overseeing technical support teams, improving IT operations, and delivering high-quality user services. Skilled in managing diverse IT projects, enhancing desktop support processes, and leading cross-functional teams to ensure seamless technology support across organizations. Strong background in strategic IT planning, staff training, and performance management, ensuring timely resolution of technical issues and optimal system performance. Adept at managing vendor relationships, budget planning, and implementing process improvements that align with organizational goals.
In this fast-paced IT Analyst role, I provided premier support to all users through various channels, including face-to-face interactions, phone, and email. I successfully managed and completed several projects, such as large-scale desk moves and the transition from BlackBerry to iPhone devices. Additionally, I supported a range of financial software applications, including Bloomberg, FactSet, and others.
In this role, I was responsible for establishing and managing a new service desk for Leidos, ensuring its smooth operation from inception. I provided comprehensive support to Leidos employees across the EMEA region, primarily through phone-based assistance. My duties included offering remote technical support for software and hardware issues, all while adhering to strict SLAs. Within six months of launching the service desk, it surpassed all expectations, leading my team to take over the management of several other service desks within the company.
In this support-based role, I provided 2nd line support to users, specifically for in-house software developed for the Emergency Services. My responsibilities included delivering premier support and exceptional customer service, all within a strict SLA environment.
In this project-based role, I managed the deployment, organization, and upgrade of over 700 laptops from Windows XP to Windows 7. I provided personalized assistance and guidance to users during the transition, ensuring they were comfortable and proficient with the new systems. Additionally, I delivered 2nd line support, troubleshooting issues related to laptops, VPN connections, and external storage devices.