Experience

Johnson Technical Systems Ltd

• United Kingdom
• Information Technology & Services
• 1 - 100 Employee

• IT Service Delivery Manager

  • Jun 2020 - Present

  I currently head the service desk at Commensus and service delivery for both Johnson Technical Systems and Commensus.My role entails; • Organise, delegate jobs, and oversee the team carry out support work, keeping to SLA’s and keep all the information flowing through the systems up to date.• Helping team members through support issues raised by customers via E-mail, phone, and our ticket system.• Manage company schedule to ensure all installations, client site visits, etc. are all organised without impact to service delivery.• Using live data, KPI’s and internal meetings with department heads to keep on top of service delivery and overall improvements.• Manage internal systems and plan, implement, and manage improvements where necessary to improve performance in all areas.• Customer account management – Manage customer escalation requests when required, regular meetings to discuss current work, reports, and upcoming work.• Manage customer complaints when required to ensure these are rectified and assess where lessons need to be learned.• Manage the team’s well-being to ensure they contented and carrying out their work correctly, including regular reviews, organising outings, etc.• Staff recruitment Show less

• Information Technology Help Desk Manager

  • Mar 2007 - Jun 2020

  I currently head the help desk team here at Johnson Technical.My role entails; • Working with the team through support issues raised by our customers via E-mail, phone, and our ticket system.• Rectify faults reported by the monitoring system for customer equipment (Inc. backups, space, SNMP, Exchange, security failures, etc.)• Organise, delegate jobs, and oversee the team carry out the above as well, keeping to SLA’s and keep all the information flowing through the systems up to date.• Train new staff with all aspects of the job role (Inc. in-house systems, server systems, PC’s, third party software, etc.)• Manage on boarding new clients including discovery of all systems needed to support customer going forward• Account management - Being the point of contact and dealing with customer escalations.• Plan and implement installations and upgrades (e.g. servers, PCs, network equipment, Office 365 migrations, office moves etc.)• Manage company schedule to ensure all installations, client site visits, etc. are all organised without impact to service delivery.• Using live data and KPI’s to keep on top of service delivery and overall improvements of the help desk• Manage internal systems and plan and implement improvements where necessary to improve performance• Manage customer complaints when required to ensure these are rectified and assess where lessons need to be learned.• Manage the team’s well-being to ensure they contented and carrying out their work correctly, including regular reviews, organising outings, etc.• Staff recruitment Show less



ICEX LTD

• United States
• Machinery Manufacturing

• Senior Engineer

  • Jan 2002 - Feb 2007

  Work on new IT stock to either break for parts or repair ready for sale. Prepare all range of reclaimed IT equipment for sale Look after in-house server, (new users, backups, directory security, etc.) Look after in-house pc's and software packages Work on new IT stock to either break for parts or repair ready for sale. Prepare all range of reclaimed IT equipment for sale Look after in-house server, (new users, backups, directory security, etc.) Look after in-house pc's and software packages