Bryan Hall
Crowland,Peterborough
Summary
IT Service Desk Manager with 10 years of experience in leading service desk operations within enterprise environments. Expertise in ITIL-based service management and team leadership, focusing on KPI-driven performance improvement and end-user satisfaction. Proven ability to build high-performing support teams and enhance IT operational excellence.
Overview
10
10
years of professional experience
9
9
years of post-secondary education
1
1
Certification
Work history
Service Desk Manager
ABF Business Technology Services
Peterborough, Cambridgeshire
12.2020 - 06.2025
- Day to Day running of the Service Desk
- Key stake holder relationships
- Daily/Monthly/Yearly reporting for SLAs KPIs and day to day contacts
- Acceptance into service
- Maintaining a high level of customer satisfaction
- Identifying trends in customer issues or queries
- Major Incident communication and management
- Shift Management
- Escalation Management for all supported businesses and senior management
- Conducted regular audits of service desk operations to maintain high-quality standards.
- Coordinated with other IT teams for complex issue resolution, improving overall efficiency.
- Promoted knowledge sharing culture in the team, leading to improved performance levels.
- Instituted standard operating procedures for service desk functioning.
- Improved service desk efficiency by implementing ITIL best practices.
- Liaised between customers and technical teams for swift issue resolution.
- Fostered a learning culture in the department by organising training sessions on new technology trends.
- Developed technical manuals for staff training, enhancing their problem-solving skills.
- Led weekly meetings, fostering effective communication within the team.
- Built and maintained customer trust by maintaining ongoing communications until resolution.
- Achieved target ticket response and resolution times through focused planning and prioritisation.
- Coached junior support staff in delivering responsive, proactive technical support.
Deputy Service Desk Manager
ABF Business Technology Services
01.2018 - 12.2020
- Deputising for the Service Desk Manager when they were on leave
- Day to Day running of the Service Desk Teams (Triage and Identity and Access Management)
- Major Incident communication and management
- Escalation management for both the Service Desk Manager and Service Desk Team Leaders
- Stats and performance monitoring for both the Service Desk SLA’s and KPIs
- Shift Management
- Training of new staff
- Prioritised service desk tickets based on urgency, resulting in improved customer satisfaction rates.
- Fostered a learning culture in the department by organising training sessions on new technology trends.
User Admin/Identity and Access Management Team Leader
ABF Business Technology Services
11.2016 - 01.2018
- Day to Day management of the team
- Ensuring all user accounts were created on time and to a high standard of quality
- Ensuring all accounts were processed as leavers on the correct dates to ensure security of the business is maintained
- Ensuring all guidelines and procedures are strictly followed to adhere to audit requirements
- Escalation Management
- Training of new staff
- Encouraged open communication, fostering a positive work culture.
- Improved customer satisfaction through close collaboration with the team.
- Implemented new working methods which improved overall efficiency of the team operations.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Handled employee grievances professionally, minimising potential workplace disputes.
- Monitored daily operations whilst reducing operational cost significantly.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Fostered a high-performing environment to drive productivity and quality.
- Provided comprehensive onboarding training to reduce learning curve for new hires.
- Introduced innovative solutions which maximised output without compromising quality.
- Resolved conflicts effectively, promoting harmony within the workforce.
- Streamlined workflow for a more efficient process.
- Developed strategies for improved performance level across the team.
- Led project coordination, resulting in timely delivery.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Devised actionable plans towards achieving set business objectives within deadlines.
- Increased team cohesion by implementing regular feedback sessions.
IT Support and Networking Apprentice
ABF Business Technology Services
05.2015 - 11.2016
- Answering, logging, and resolving user IT request and issues.
- Training new starters into the team
- Adhered strictly to company policies and procedures, promoting a professional work atmosphere.
- Strengthened understanding of business operations by actively listening during briefings and trainings.
- Assisted senior staff members for better project execution.
- Took initiative in learning new techniques, leading to improved performance.
- Developed practical skills for enhanced productivity through hands-on training.
- Demonstrated strong attention to detail whilst carrying out complex assignments.
- Achieved deadline compliance with meticulous time management.
- Collaborated effectively with team members to complete projects on schedule.
- Utilised technical knowledge for problem-solving during challenging situations.
- Worked diligently to meet customer needs, resulting in increased satisfaction levels.
- Handled customer queries efficiently; ensured positive client relations.
Education
Peterborough Regional College
09.2008 - 07.2012
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Jack Hunt Secondary School
01.2003 - 01.2008
Skills
- Performance metrics evaluation
- Incident and problem resolution
- Innovation cultivation
- ITIL methodologies
- Customer relationship management systems
- Coordinating cross-functional teams
Certification
ITIL V4
References
- References are available upon request.
Timeline
Service Desk Manager
ABF Business Technology Services
12.2020 - 06.2025
Deputy Service Desk Manager
ABF Business Technology Services
01.2018 - 12.2020
User Admin/Identity and Access Management Team Leader
ABF Business Technology Services
11.2016 - 01.2018
IT Support and Networking Apprentice
ABF Business Technology Services
05.2015 - 11.2016
Peterborough Regional College
09.2008 - 07.2012
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Jack Hunt Secondary School
01.2003 - 01.2008
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