Head of Service Management

• Aug 2022 - Present

Service Desk Manager

• May 2019 - Oct 2022

I am in charge of a team of 40+ colleagues made up of Analysts, Senior Analysts and Team Leads. Our day to day duties center around providing World class service to students and academics at King's College London. We provide remote first line IT support as well as support for Estates & Facilities and Residences. In addition to providing the best service, we are constantly looking for areas to improve, encouraging an open atmosphere where ideas can be raised and discussed. Using the principles of ITIL, we work in collaboration with other functions across the University in a bid to deliver high quality and consistent service. Show less

Team Leader

• May 2015 - May 2019

I am a Team Leader for the Service Desk here at the King's Service Centre. I am responsible for a team of 20 analysts and together we are responsible for first line IT and Estates and Facilities support for King's College London. I am responsible for analysing data, checking ticket quality and monitoring compliance. I then deliver coaching and support to my team to improve and enhance our service. I perform 1:1 and PDR meetings with my team to review performance and construct meaningful improvement plans. I facilitate meetings with the London team to build great relationships and gain a firm understanding of their needs so we can provide a tailored service. Show less

Department Manager

• Sep 2005 - May 2016