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Strong Service Desk Manager with Technical Support Background
David Grimmer
,
Grendon Underwood, United Kingdom
Experience
Other titles
Skills
I'm offering
Experienced IT Professional with intermediate ITIL qualification as well as the Service Desk Institute (SDI) Service Desk Manager Qualification. 7 Years Managerial Experience & 12+ Years’ experience working within a IT Support function as 2nd/3rd Line Analyst, I ensure every task I do is completed with full detail working to and meeting or exceeding SLAs, I’m passionate to ensure every client or customer I provide service to feels looked after and has received exceptional customer service. I ensure the teams I manage are happy and mentored in the best ways possible to ensure they are focused and passionate. I’m passionate is the development, improvement & smooth running of the support functions ensuring all team members get regular 1-1’s which include company aligned SMART objectives and over all team goals. Ensuing end user’s customer satisfaction is tracked and constantly reviewed
• 7 Years Management Experience – Team Size 11
• ITIL Intermediate & Foundation Qualified
• Service Desk Institute SDM Qualified
• Technical Writing of Processes & SOP
• Building Stakeholder Relationships
• Purchasing, Stock Control & Vendor Management
• Team Lead & Personal Development Experience / SMART Objectives
• Microsoft Windows & Server Experience – All Versions
• Microsoft Azure AD
• Sunray/Wyse & VMware/Hyper-V Technology/ Virtual Machine Interfaces
• Mitel 3330 / 3CX / Avaya IP Phone Systems
• Microsoft Office – All Versions
• Microsoft Visio / Process Creation
• Windows Deployment Services (WDS)
• VERITAS Back-Up, Restores and backups
• MS Outlook + Exchange
• ITSM Tools – Heat/Richmond/Oxygen/Service Now/ConnectWise
• Remote Control Tools, LANDesk/ScreenConnect/TeamViewer/nCentral
• 7 Years Management Experience – Team Size 11
• ITIL Intermediate & Foundation Qualified
• Service Desk Institute SDM Qualified
• Technical Writing of Processes & SOP
• Building Stakeholder Relationships
• Purchasing, Stock Control & Vendor Management
• Team Lead & Personal Development Experience / SMART Objectives
• Microsoft Windows & Server Experience – All Versions
• Microsoft Azure AD
• Sunray/Wyse & VMware/Hyper-V Technology/ Virtual Machine Interfaces
• Mitel 3330 / 3CX / Avaya IP Phone Systems
• Microsoft Office – All Versions
• Microsoft Visio / Process Creation
• Windows Deployment Services (WDS)
• VERITAS Back-Up, Restores and backups
• MS Outlook + Exchange
• ITSM Tools – Heat/Richmond/Oxygen/Service Now/ConnectWise
• Remote Control Tools, LANDesk/ScreenConnect/TeamViewer/nCentral
Markets
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - 2020
job
Service Desk Manager - iQuda
unknown.
Managed team of 11 supporting 2000+ Users across multiple clients I managed the performance of Level 1 and Level 2 services & support to Silverbug charity & corporate clients and ensure that service levels we met. To ensure that customer expectations are
met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting
defined metrics/benchmarks, and that standards and processes were followed to provide effective customer service and meet
requirements.
Key Responsibilities
Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as
escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing
escalation and information within the organisation. Determine root cause of issues and communicate appropriately to internal and external customers.
Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities.
Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
Manage process for communicating outage/emergency activities to the organisation. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience.
Adapt and improve the strategy of the Service Desk as well as aligning them into our other departments such as Sales, Account
Management &The NOC Teams. Trend Analysis in order to capture known issues and over all bring down logged incidents.
met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting
defined metrics/benchmarks, and that standards and processes were followed to provide effective customer service and meet
requirements.
Key Responsibilities
Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as
escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing
escalation and information within the organisation. Determine root cause of issues and communicate appropriately to internal and external customers.
Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities.
Builds/obtains (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
Manage process for communicating outage/emergency activities to the organisation. Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools and support experience.
Adapt and improve the strategy of the Service Desk as well as aligning them into our other departments such as Sales, Account
Management &The NOC Teams. Trend Analysis in order to capture known issues and over all bring down logged incidents.
Training, Mentor, Customer service, Management, Sales, Service, It, Support, Development, Backup, Coach, Organization, Processes, Manager
2018 - 2018
job
IT Engineer
Atmos Technology's.
Working within a 1st to 3rd line capacity to support a group of schools in and around Oxfordshire, Hertfordshire. & Buckinghamshire.
Creation of SOP's, Processes and the help in improving and developing the Service Desk Function.
Supporting, O365, Google Docs and a variety if MDM solutions, Hiring & Interviewing New Engineers.
Creation of SOP's, Processes and the help in improving and developing the Service Desk Function.
Supporting, O365, Google Docs and a variety if MDM solutions, Hiring & Interviewing New Engineers.
Service, It, Support, Google, Processes
2015 - 2018
job
Service Desk Supervisor
Lumina Technologies.
Responsible for overseeing the day to day running of the Service Desk as well as providing second line support for all incidents and requests logged by users. Managed 6 people supporting approx. 1500 users across multiple clients Responsible for the line
management & performance of the Service Desk teams.
Ensure the Service Desk delivers a consistent, efficient and positive user experience within agreed SLA timescales.
Assisting in delivering support and restoring normal service as quickly as possible. This may involve fixing a technical fault, fulfilling
a service request or answering a query - anything to allow the users to return to normal working.
Ensuring the Service Desk delivers extremely high levels of customer service and get that white glove level of service.
Single point of contact for all users of IT
Dealing with multiple suppliers in the procurement of equipment & services ensuring SLA's were met.
Managing the lifecycle of incidents and requests, escalating them as appropriate and closing them when the user
is satisfied with the outcome, monitoring this by using CSAT results and feedback.
Responding, investigating any negative feedback, and ensuring team guidance is given and process documentation is correct and up to date.
Deploying all technologies in strict accordance with the companies agreed best practices and the project
Management framework.
Conducting 1-1's with team members, setting SMART objectives aligned with the company's overall goals. Ensuring each member of the team gets a tailored career plan meeting not only the company's objectives but the personal development of the team
member.
Regular Team meetings to report on trends, CSAT & KPI's and to have an open forum for any suggestions for an improvement in service. i.e. Missing SOPs or KB's.
Reviewing KPI'S and spotting Incident trends to ensure improvement in service delivery. Investigating if an end user guide and self-triage could speed up and avoid unnecessary incidents.
Review and on-going management of company's KMS systems to ensure all knowledge and documentation is valid and relevant.
Ensure team members are constantly creating KB & SOP documents to help the transfer of knowledge to new and existing team
members.
Employment Continued
management & performance of the Service Desk teams.
Ensure the Service Desk delivers a consistent, efficient and positive user experience within agreed SLA timescales.
Assisting in delivering support and restoring normal service as quickly as possible. This may involve fixing a technical fault, fulfilling
a service request or answering a query - anything to allow the users to return to normal working.
Ensuring the Service Desk delivers extremely high levels of customer service and get that white glove level of service.
Single point of contact for all users of IT
Dealing with multiple suppliers in the procurement of equipment & services ensuring SLA's were met.
Managing the lifecycle of incidents and requests, escalating them as appropriate and closing them when the user
is satisfied with the outcome, monitoring this by using CSAT results and feedback.
Responding, investigating any negative feedback, and ensuring team guidance is given and process documentation is correct and up to date.
Deploying all technologies in strict accordance with the companies agreed best practices and the project
Management framework.
Conducting 1-1's with team members, setting SMART objectives aligned with the company's overall goals. Ensuring each member of the team gets a tailored career plan meeting not only the company's objectives but the personal development of the team
member.
Regular Team meetings to report on trends, CSAT & KPI's and to have an open forum for any suggestions for an improvement in service. i.e. Missing SOPs or KB's.
Reviewing KPI'S and spotting Incident trends to ensure improvement in service delivery. Investigating if an end user guide and self-triage could speed up and avoid unnecessary incidents.
Review and on-going management of company's KMS systems to ensure all knowledge and documentation is valid and relevant.
Ensure team members are constantly creating KB & SOP documents to help the transfer of knowledge to new and existing team
members.
Employment Continued
User Experience, Procurement, Customer service, Management, Service, It, Support, Monitoring, Development, KPI, Guide, Framework, UP, Service Delivery
2013 - 2015
job
Infrastructure Engineer
Certsure LLP.
Provide 3rd line support to Certsure & Ascertiva Group employees, to work within the ITIL framework insuring all incidents and request are dealt with in a timely manner.
Maintain detailed documentation packages that include all assets and systems configurations ensuring these are up to date at all
times. Delivery of several projects, which included a Windows XP to Windows 7 refresh and an office migration of 30+ users both
were delivered with great success. Provide technical guidance around the Groups Infrastructure specialty towards End User
Technology and 3rd line desktop support.
Maintain detailed documentation packages that include all assets and systems configurations ensuring these are up to date at all
times. Delivery of several projects, which included a Windows XP to Windows 7 refresh and an office migration of 30+ users both
were delivered with great success. Provide technical guidance around the Groups Infrastructure specialty towards End User
Technology and 3rd line desktop support.
ITIL, Windows, Technology, Support, Infrastructure, Office, Framework, XP, UP
2003 - 2007
job
IT/Media Support Analyst
Ashridge Bushiness School.
Started out as temporary contracts, developed into full role, responsible for setting up of IT/Media Equipment, training and support.
General Helpdesk support, supporting 500+ users either by phone, e-mail or in person. Logging of support calls and communicating with the team was essential. Responsible for the roll out of new hardware and software for the college
General Helpdesk support, supporting 500+ users either by phone, e-mail or in person. Logging of support calls and communicating with the team was essential. Responsible for the roll out of new hardware and software for the college
Contracts, Training, It, Support, Analyst, Hardware, Software, Helpdesk support, Contracts, UP
My education
Service Desk Institute
Hndhncorequivalent, Computing
Hndhncorequivalent, Computing
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