Aaron Nichols
Peterborough
Summary
IT Manager with strong leadership skills and a commitment to continuous learning. Proven ability to manage teams effectively and drive IT projects to successful completion. Expertise in optimizing IT processes and enhancing team performance. Dedicated to staying current with industry trends and technologies.
Overview
14
14
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work history
IT operations manager
Frontline Group Ltd
Peterborough
2023.10 - Current
- Transitioned Service Desk to IT Operations model, establishing multi-level support team (L1–L3) with defined roles.
- Designed and established ITIL-aligned processes including Incident, Request, Change, Problem, and Knowledge Management.
- Led end-to-end ITIL implementation programme, defining scope and managing stakeholder engagement.
- Authored IT policies, procedures, SOPs, and governance documentation to enhance compliance and clarity.
- Facilitated internal training sessions for analysts and engineers on ITIL principles and best practices.
- Optimised ITSM tooling to improve process visibility, workload management, and service performance reporting.
- Established structured escalation paths and ownership models to enhance ticket resolution times.
- Served as primary operational interface between IT and business, aligning solutions with business needs.
Service Desk Manager
Smart Solutions Group
Peterborough
2023.04 - 2023.10
- Led and managed a dynamic team of engineers, overseeing Service Desk operations for efficient service delivery.
- Developed and implemented strategies, policies, and procedures to optimise team performance.
- Collaborated with senior management and stakeholders to align service desk goals with business objectives.
- Drove implementation of ITSM best practices, including ITIL framework, to standardise operations.
Service Desk Manager
Espria
2022.12 - 2023.04
- Managed a diverse team of 30 service desk professionals, from first line to specialist engineers.
- Delivered critical service improvements to enhance customer satisfaction levels.
- Facilitated increased customer support capacity, generating additional revenue opportunities.
- Ensured compliance with Cyber Essentials certifications and ISO standards through team support.
Service Desk Manager (IT Manager)
United Learning
2019.09 - 2022.12
- Promoted to Service Desk Manager after completing SDI qualification.
- Led company-wide strategic projects, managing a substantial budget.
- Enhanced leadership and management skills through team member support and development.
- Reflected on existing systems, implementing adaptations for improved efficiency.
- Established incident and problem management processes to enhance service quality.
- Created and implemented change management processes to streamline operations.
- Migrated to a new IT Service Management tool in alignment with ITIL framework.
Lead - IT Technician
United Learning
2017.05 - 2019.09
IT Technician
United Learning
2015.05 - 2017.05
Technical Support Analyst (3rd Line)
NetSupport Software
2012.01 - 2015.05
Education
Level 3 IT Apprenticeship - IT Software, Web & Telecoms Professionals
City College
Peterborough 2013.01 - 2014.01
Level 2 IT Apprenticeship - IT Software, Web & Telecoms Professionals
City College
Peterborough 2012.01 - 2013.01
A Levels - Business Studies, Sport Studies
Stanground College
Peterborough 2008.01 - 2010.01
GCSEs - 7 A-C including English, Maths and Science
Stanground College
Peterborough 2003.01 - 2008.01
ITIL -
People Cert
Skills
- Management and leadership
- Communication skills
- Reliability and organization
- Microsoft Office 365
- Azure and SharePoint
- ITIL framework
- Incident and problem management
- Change management strategies
- Cybersecurity practices
- Project management methodologies
- Cloud migration expertise
- Mac and Linux proficiency
Certification
- ITIL v4 Foundation Course, 2022-01-01
- SDI Service Desk Manager Certificate, 2018-01-01
Personal Information
Title: Service Desk Manager
Timeline
IT operations manager
Frontline Group Ltd
2023.10 - Current
Service Desk Manager
Smart Solutions Group
2023.04 - 2023.10
Service Desk Manager
Espria
2022.12 - 2023.04
Service Desk Manager (IT Manager)
United Learning
2019.09 - 2022.12
Lead - IT Technician
United Learning
2017.05 - 2019.09
IT Technician
United Learning
2015.05 - 2017.05
Level 3 IT Apprenticeship - IT Software, Web & Telecoms Professionals
City College
2013.01 - 2014.01
Technical Support Analyst (3rd Line)
NetSupport Software
2012.01 - 2015.05
Level 2 IT Apprenticeship - IT Software, Web & Telecoms Professionals
City College
2012.01 - 2013.01
A Levels - Business Studies, Sport Studies
Stanground College
2008.01 - 2010.01
GCSEs - 7 A-C including English, Maths and Science
Stanground College
2003.01 - 2008.01
ITIL -
People Cert