Kieran Barker

Information Technology Service Desk Manager at Fashion Retail Academy
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us****@****om
(386) 825-5501
Location
Rayleigh, UK
Skills

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5.0

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Rob Harrison

I worked with Kieran for just under 2 years and always found him to be very professional, proactive and hardworking. He has a good combination of technical and managerial skills and was well liked by everyone within the team, Kieran would be a great asset to any organisation and I would not hesitate in recommending him.

Giorgio Riccio

I had the pleasure of working with Kieran when I was employed by as a Distribution Systems Analyst, at the Eurostar IT Helpdesk between 2003 and 2005. First as a senior colleague and then as my line Manager, Kieran was always professional and supportive. His passion for work and ability to empathize with others make him an ideal supervisor. Kieran is a strong leader who guides and inspires his team. I am confident that any company would benefit greatly and gain a valuable asset should Kieran become part of their team. Giorgio Riccio

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Credentials

  • Customer Service level 2 (2015) LAO
    Vision2learn
    Sep, 2019
    - Nov, 2024
  • Prince2
    AXELOS Global Best Practice
    Nov, 2018
    - Nov, 2024
  • ITIL Foundation
    AXELOS Global Best Practice
    Feb, 2014
    - Nov, 2024
  • SDI - Service Desk Manager
    The Service Desk Institute (SDI)
    Apr, 2013
    - Nov, 2024
  • SDI - Service Desk Analyst
    The Service Desk Institute (SDI)
    Feb, 2013
    - Nov, 2024

Experience

  • Fashion Retail Academy
    • United Kingdom
    • Education Management
    • 100 - 200 Employee
    • Information Technology Service Desk Manager
      • Jun 2021 - Present

      • Full accountability for corporate SLAs and service levels • Management of Service Desk Teams • Tracking team performance against department achievement metrics and held regular 121s and coaching sessions. • Ensure tasks, changes, and assigned projects are planned and followed through to a successful completion. • Imputed into the Head of IT’s budget for service desk resourcing and costs, managed buying and orders for service desk requirements. • Managed focus groups and… Show more • Full accountability for corporate SLAs and service levels • Management of Service Desk Teams • Tracking team performance against department achievement metrics and held regular 121s and coaching sessions. • Ensure tasks, changes, and assigned projects are planned and followed through to a successful completion. • Imputed into the Head of IT’s budget for service desk resourcing and costs, managed buying and orders for service desk requirements. • Managed focus groups and stakeholder relationships for projects and inter-department feedback sessions. • Work closely with senior staff within other departments and student representatives to ensure the delivery of an excellent and well-supported service. • Developed continuous improvement plans for each member of staff and the service to drive productivity and knowledge acquisition. • Coordinated the major incident response plan and worked with the Head of IT to return to an effective BAU state. • Act as the senior escalation point for all requests and complaints managed end-to-end service improvement plans from all escalations. • Developed processes for effective communication and prompt resolution of problems are in place. • Attend and contribute to team meetings or other internal and external forums, representing the IT department and reporting on and planning responses to staff and student feedback. • To monitor and report on service desk activity, analysing data on the team’s activity, productivity, problem management, and risk management. • Developed user guides and training programs for end users. • Embedded ITIL processes within the service delivery model and trained service desk staff on its importance to maximum service effectiveness. Show less • Full accountability for corporate SLAs and service levels • Management of Service Desk Teams • Tracking team performance against department achievement metrics and held regular 121s and coaching sessions. • Ensure tasks, changes, and assigned projects are planned and followed through to a successful completion. • Imputed into the Head of IT’s budget for service desk resourcing and costs, managed buying and orders for service desk requirements. • Managed focus groups and… Show more • Full accountability for corporate SLAs and service levels • Management of Service Desk Teams • Tracking team performance against department achievement metrics and held regular 121s and coaching sessions. • Ensure tasks, changes, and assigned projects are planned and followed through to a successful completion. • Imputed into the Head of IT’s budget for service desk resourcing and costs, managed buying and orders for service desk requirements. • Managed focus groups and stakeholder relationships for projects and inter-department feedback sessions. • Work closely with senior staff within other departments and student representatives to ensure the delivery of an excellent and well-supported service. • Developed continuous improvement plans for each member of staff and the service to drive productivity and knowledge acquisition. • Coordinated the major incident response plan and worked with the Head of IT to return to an effective BAU state. • Act as the senior escalation point for all requests and complaints managed end-to-end service improvement plans from all escalations. • Developed processes for effective communication and prompt resolution of problems are in place. • Attend and contribute to team meetings or other internal and external forums, representing the IT department and reporting on and planning responses to staff and student feedback. • To monitor and report on service desk activity, analysing data on the team’s activity, productivity, problem management, and risk management. • Developed user guides and training programs for end users. • Embedded ITIL processes within the service delivery model and trained service desk staff on its importance to maximum service effectiveness. Show less

  • Konica Minolta Business Solutions UK Ltd
    • United Kingdom
    • IT Services and IT Consulting
    • 300 - 400 Employee
    • Information Technology Service Desk Manager
      • Aug 2019 - Jun 2021

       People Management - managing and recruiting staff across Europe, setting objectives, managing holiday and sickness, inputting into the annual pay and bonus reviews, arrange training, undertaking performance and development of team reviews, 121’s and regular group meetings. These are carried out both over Skype/Microsoft Teams as well as in person.  Helpdesk Supervision – Ensuring quick resolution of incidents within SLA and chasing up urgent incidents, provide reports to Line… Show more  People Management - managing and recruiting staff across Europe, setting objectives, managing holiday and sickness, inputting into the annual pay and bonus reviews, arrange training, undertaking performance and development of team reviews, 121’s and regular group meetings. These are carried out both over Skype/Microsoft Teams as well as in person.  Helpdesk Supervision – Ensuring quick resolution of incidents within SLA and chasing up urgent incidents, provide reports to Line Manager, acts an escalation point as required. Liaising with IT teams and Konica Minolta staff across Europe to ensure that an excellent service is being provided.  Project Management – Ensure projects as decided upon by L1 and L2 managers in European IT are kept on track, including any regular audits. Create a project plan for projects assigned to the LID team and confirm with Line Manager when necessary.  Customer relationship management – meets with customers including senior management and business relationship managers to discuss future plans and past performance of my team  Documentation – Ensures the group keeps up to date English language documentation on the central Knowledge Base, as well as relevant contact information.  Support – Provides escalation point for Team members and when necessary provide direct support to users. Ensure that team members prioritise and resolve helpdesk tickets, set up new equipment and availability of local infrastructure.  Supplier Management – Assisted in negotiations of local IT contracts such a mobile phone contract with line manager and local IT relationship manager. Conduct regular review with local suppliers to confirm service being received is in line with contract  Budgeting – provide input in budget reviews, provides key approval of hardware and software  Working alongside the Governance & Environment team to ensure securement of ISO27001:2013 and Cyber Essentials Plus certifications. Show less  People Management - managing and recruiting staff across Europe, setting objectives, managing holiday and sickness, inputting into the annual pay and bonus reviews, arrange training, undertaking performance and development of team reviews, 121’s and regular group meetings. These are carried out both over Skype/Microsoft Teams as well as in person.  Helpdesk Supervision – Ensuring quick resolution of incidents within SLA and chasing up urgent incidents, provide reports to Line… Show more  People Management - managing and recruiting staff across Europe, setting objectives, managing holiday and sickness, inputting into the annual pay and bonus reviews, arrange training, undertaking performance and development of team reviews, 121’s and regular group meetings. These are carried out both over Skype/Microsoft Teams as well as in person.  Helpdesk Supervision – Ensuring quick resolution of incidents within SLA and chasing up urgent incidents, provide reports to Line Manager, acts an escalation point as required. Liaising with IT teams and Konica Minolta staff across Europe to ensure that an excellent service is being provided.  Project Management – Ensure projects as decided upon by L1 and L2 managers in European IT are kept on track, including any regular audits. Create a project plan for projects assigned to the LID team and confirm with Line Manager when necessary.  Customer relationship management – meets with customers including senior management and business relationship managers to discuss future plans and past performance of my team  Documentation – Ensures the group keeps up to date English language documentation on the central Knowledge Base, as well as relevant contact information.  Support – Provides escalation point for Team members and when necessary provide direct support to users. Ensure that team members prioritise and resolve helpdesk tickets, set up new equipment and availability of local infrastructure.  Supplier Management – Assisted in negotiations of local IT contracts such a mobile phone contract with line manager and local IT relationship manager. Conduct regular review with local suppliers to confirm service being received is in line with contract  Budgeting – provide input in budget reviews, provides key approval of hardware and software  Working alongside the Governance & Environment team to ensure securement of ISO27001:2013 and Cyber Essentials Plus certifications. Show less

  • UK Mission Enterprise
    • United Kingdom
    • Hospitality
    • 100 - 200 Employee
    • IT Service Desk Manager
      • Aug 2012 - Aug 2018

       Recruited/led Service Desk colleagues, worked on 24/7 call and provided high-levels of support to 1000 internal corporate staff as well as 2,500 VIP clients and 270 properties across the UK.  Achieved a 99% success rate for resolving priority 1-3 tickets between 2 hours and 1 day.  Upgraded circa 340 employees’ mobile devices to new android or iOS handsets.  Moved 3600 mobile numbers to a new mobile network supplier following a switch.  Ensured that incident and service… Show more  Recruited/led Service Desk colleagues, worked on 24/7 call and provided high-levels of support to 1000 internal corporate staff as well as 2,500 VIP clients and 270 properties across the UK.  Achieved a 99% success rate for resolving priority 1-3 tickets between 2 hours and 1 day.  Upgraded circa 340 employees’ mobile devices to new android or iOS handsets.  Moved 3600 mobile numbers to a new mobile network supplier following a switch.  Ensured that incident and service request details were aligned with internal procedures and SLAs before reporting on performance to the head of IT.  Ensured compliance to GDPR requirements and incorporated security measures to protect against public sharing of sensitive documents.  Analysed the performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.  Identified, tracked and analysed trends in Service Desk requests and incidents before producing statistical reports.  Promoted continuous improvement, delivered training to the team, assessed performance, conducted appraisals, set SMART objectives and recognised individuals’ needs for further coaching and training.  Reviewed/amended Risk Assessments/Method Statements (RAMS) before authorising work to be carried out by third party suppliers.  Maintained knowledge of Service Desk technology including emerging products, services, protocols and standards.  Managed 3rd party and MSP contracts/relationships and made frequent visits to VIP client properties to check on technology.  Utilised SharePoint and created a plan that proposed a new method to raise requisitions from the traditional paper method. Show less  Recruited/led Service Desk colleagues, worked on 24/7 call and provided high-levels of support to 1000 internal corporate staff as well as 2,500 VIP clients and 270 properties across the UK.  Achieved a 99% success rate for resolving priority 1-3 tickets between 2 hours and 1 day.  Upgraded circa 340 employees’ mobile devices to new android or iOS handsets.  Moved 3600 mobile numbers to a new mobile network supplier following a switch.  Ensured that incident and service… Show more  Recruited/led Service Desk colleagues, worked on 24/7 call and provided high-levels of support to 1000 internal corporate staff as well as 2,500 VIP clients and 270 properties across the UK.  Achieved a 99% success rate for resolving priority 1-3 tickets between 2 hours and 1 day.  Upgraded circa 340 employees’ mobile devices to new android or iOS handsets.  Moved 3600 mobile numbers to a new mobile network supplier following a switch.  Ensured that incident and service request details were aligned with internal procedures and SLAs before reporting on performance to the head of IT.  Ensured compliance to GDPR requirements and incorporated security measures to protect against public sharing of sensitive documents.  Analysed the performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.  Identified, tracked and analysed trends in Service Desk requests and incidents before producing statistical reports.  Promoted continuous improvement, delivered training to the team, assessed performance, conducted appraisals, set SMART objectives and recognised individuals’ needs for further coaching and training.  Reviewed/amended Risk Assessments/Method Statements (RAMS) before authorising work to be carried out by third party suppliers.  Maintained knowledge of Service Desk technology including emerging products, services, protocols and standards.  Managed 3rd party and MSP contracts/relationships and made frequent visits to VIP client properties to check on technology.  Utilised SharePoint and created a plan that proposed a new method to raise requisitions from the traditional paper method. Show less

  • Eurostar International Ltd
    • IT Service Desk Team Leader
      • Mar 2006 - Jun 2011

       Supervisory responsibility for 10 Analysts that provided 1st line support for circa 2000 clients across the UK, France and Belgium,  Led the successful integration of the Elgar Helpdesk and IT Service Desk in line with ITIL best practice.  Created and managed the administration of Active Directory Accounts.  Remained open and flexible towards working hours to meet varying demands of the job including working in the evening and weekends.  Managed the integration of Red Box CDB… Show more  Supervisory responsibility for 10 Analysts that provided 1st line support for circa 2000 clients across the UK, France and Belgium,  Led the successful integration of the Elgar Helpdesk and IT Service Desk in line with ITIL best practice.  Created and managed the administration of Active Directory Accounts.  Remained open and flexible towards working hours to meet varying demands of the job including working in the evening and weekends.  Managed the integration of Red Box CDB and CMDB and successfully integrated with ITIL processes.  Ensured the management and resolution of all incidents/service within KPIs and SLA/OLA targets.  Motivated colleagues throughout a challenging 18-month period where they were facing redundancy.  Ownership of updating company Intranet page as well as the administration of the WebJet Admin online tool.

    • Elgar Helpdesk Team Leader
      • Mar 2002 - Mar 2006

       Exceeded performance targets in this role and achieved a promotion to IT Service Desk Team Leader.  Led a team of 10 Analysts providing level 1 support to clients using the Elgar, Opera and Eurostar.com booking tools.  Ensured that incidents were logged and updates/KPI reports provided to management.  Responded to all new incidents for clients within the SLA for that incident.  Established a positive and productive site environment, accommodated the roles and needs of diverse… Show more  Exceeded performance targets in this role and achieved a promotion to IT Service Desk Team Leader.  Led a team of 10 Analysts providing level 1 support to clients using the Elgar, Opera and Eurostar.com booking tools.  Ensured that incidents were logged and updates/KPI reports provided to management.  Responded to all new incidents for clients within the SLA for that incident.  Established a positive and productive site environment, accommodated the roles and needs of diverse teams to promote a cohesive team-based culture, maximised potential and enhanced performance of the team.

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