Imran Khan
London,United Kingdom
Summary
IT service and desktop operations leader with over 15 years of experience in enterprise-level IT support within global financial services and FTSE-listed companies.
Expertise in leading desktop operations, providing VIP executive support, and enhancing service performance through ITIL-aligned processes. Proven ability to manage support teams and execute large-scale device deployment projects, resulting in improved service efficiency and high user satisfaction.
ITIL-qualified with strong knowledge of Windows, macOS, enterprise infrastructure, and executive support environments.
Overview
17
17
years of professional experience
Work history
Site Desktop Operations Lead
Finastra
London
2020.12 - 2026.03
- Lead Desktop Operations function within global FinTech enterprise supporting senior executives and business users with regional multi-site responsibility (UK and Ireland).
- Manage and optimise Desktop Services in alignment with ITIL framework (UK and Ireland)
- Own VIP support processes ensuring executive-level service delivery (including US)
- Lead and coordinate onsite Desktop Support team, ensuring high-quality service delivery
- Act as senior escalation point for complex technical and operational issues
- Provide operational leadership during incidents, ensuring rapid resolution
- Improved service delivery efficiency through process optimisation and service management best practices
- Developed and implemented structured VIP support model
- Enhanced service responsiveness and user experience across business units
- Manage stockroom operations including asset control, inventory management and device lifecycle tracking in UK and Ireland
- Ensure operational readiness and availability of hardware resources
- Provide direct support and service coordination for senior stakeholders and executives
- Maintain strong relationships with business leadership ensuring IT services align with business needs across multiple sites in UK and Ireland
- Leadership and Operations
- Service Improvement and Operational Efficiency
- Asset and Resource Management
- Stakeholder Management
Deployment Support Lead
Inmarsat
London
2019.10 - 2020.12
- Deployment of 1,000 laptops for device refresh project and Windows 10 upgrade project.
- Led deployment team to achieve ambitious targets for mass company-wide device refresh.
- Customer satisfaction of 99% after survey feedback from upgrade projects.
- Demonstrated an exemplary work ethic as a key worker during a global pandemic.
Deskside Support Lead
British Medical Association
London
2019.05 - 2019.10
- Laptop and PC builds of Lenovo hardware primarily for Windows 10 upgrade project.
- Managed user name change project by liaising with all related parties, reporting in to Tech PM.
- Increased efficiency of deskside support by resolving BAU tickets for local and remote users.
IT Technician
Handelsbanken
London
2019.02 - 2019.04
- Desktop support for Lenovo, Mac, iPhone, iPad, Cisco phones using ITIL, covering calls.
- Windows 7, Windows 10, Active Directory, Mac OS X, iOS, Exchange, VIP support, IBM Notes, TSM Tivoli, Citrix, RDP, Remote Assistance, Office 365, permissioning, user setups.
- Increased efficiency of helpdesk response times and ticket closures.
- Responded to 65 calls daily resolving 95% upon first contact.
IT Analyst
EBRD
London
2018.06 - 2019.01
- 2nd/3rd line support for Fujitsu, Mac, iPhone, servers, Cisco phones using ITIL.
- Windows 7, Windows 10, Active Directory, Mac OS X, iOS, Service-Now, Exchange, VIP support, Office 2010, Enterprise Vault, Symantec, TSM Tivoli, RSA, SAP, Jabber, SCCM, RDP, Shares.
- Responded to 75 calls daily resolving 90% upon first contact.
- Achieved 99% customer satisfaction for ticket closures.
- Delivered exemplary VIP support with 100% user satisfaction.
- Excellent training of new recruits who made an immediate impact.
Senior Desktop Support Analyst
Informa
London
2012.10 - 2018.05
- 2nd/3rd line support for Dell, Mac, iPhone, iPad, Android, Cisco in accordance with ITIL.
- Windows 7, Windows 10, Active Directory, Mac OSX, iOS, Exchange, Service-Now, RDP, VIP support, Cisco CUCM, Blackberry Server, Office365, Parallels, Sharepoint, OneDrive, McAfee, WebEx, SCCM, Snow, Jabra, Skype for Business.
- Successful implementation of Windows 10 upgrade project for 350 users.
- Endpoint support for Office 365 migration project achieving 100% user satisfaction.
- Delivered top rate VIP support for Executives, Directors, Department Heads and Managers.
Technical Support Specialist II
Reed Elsevier
London
2012.05 - 2012.10
- 2nd line support for Dell and HP hardware to all Windows 7 / XP IT customers.
- Undertaking problem resolving tasks and IT work requests, as allocated by Support Manager, in accordance with agreed SLAs using Active Directory and Altiris.
- Relating to senior IT staff and business managers, through clear understanding of the RETS business strategy and ITIL including VIP support.
Helpdesk Manager
SubTV
London
2011.12 - 2012.05
- Managing and running the helpdesk involving Windows XP / 7, bespoke software, Intel, Dell, Asus, WinTV, AVer media technologies, matrix switches and touch screen hardware.
- Setting team goals, providing evaluations, training employees and maximising performance.
- Allocating resources, prioritising actions and making tough decisions to meet deadlines.
- Building relationships with sites, suppliers and staff to run an efficient and responsive helpdesk.
IT Support Technician
Group M
London
2011.09 - 2011.11
- Imaging, configuring, rebuilding and deployment of Windows 7 and Windows XP technology for laptops and desktop PCs for 2 subsidiary companies, amounting to almost 1000 end users.
- Demonstration of excellent communication skills to provide an effective and personable service.
Teaching Assistant
Various Schools
London
2010.11 - 2011.06
- Worked with staff to effectively teach and manage the behaviour of diverse groups of children aged 5-11 including children with uncontrollable anger and other special needs.
Music Producer
Agniveena Records
2009.02 - 2010.10
- Used music hardware and software to write record and master a record in Bangladesh including gigs, TV shows/appearances, photo shoots and literary interviews.
Immigration Consultant
Various immigration consultancies
London
2008.10 - 2009.01
- Attracted and retained business for businesses by engaging professionally with clients.
- Communicating effectively with a diverse group of individuals, cultures and businesses.
Education
Bachelors - Law (LLB Honours)
University of Exeter
ExeterA Levels - Maths (A), Government & Politics (A), History (B), General Studies (B)
Forest School
LondonGCSEs -
Forest School
LondonSkills
- Service Delivery Expertise
- Team Motivation
- ITIL Knowledge
- Vendor Relationship Management
- Technical Leadership
- IT Budgeting
- Assets Management
- VIP Support
Accomplishments
- Led Desktop Support operations within global FinTech enterprise in UK and Ireland
- Managed Helpdesk function and support staff delivering business-critical IT services
- Delivered enterprise-wide laptop deployment for 1,000 users
- Achieved 99% customer satisfaction during major deployment project
- Delivered consistent VIP support for executive leadership
- Improved service efficiency through process optimisation and leadership
Interests
Guitar, singing, rock music, comedy, football, yoga. Full driving licence.
Affiliations
- Guitar, singing, rock music, comedy, football, yoga.
Timeline
Site Desktop Operations Lead
Finastra
2020.12 - 2026.03
Deployment Support Lead
Inmarsat
2019.10 - 2020.12
Deskside Support Lead
British Medical Association
2019.05 - 2019.10
IT Technician
Handelsbanken
2019.02 - 2019.04
IT Analyst
EBRD
2018.06 - 2019.01
Senior Desktop Support Analyst
Informa
2012.10 - 2018.05
Technical Support Specialist II
Reed Elsevier
2012.05 - 2012.10
Helpdesk Manager
SubTV
2011.12 - 2012.05
IT Support Technician
Group M
2011.09 - 2011.11
Teaching Assistant
Various Schools
2010.11 - 2011.06
Music Producer
Agniveena Records
2009.02 - 2010.10
Immigration Consultant
Various immigration consultancies
2008.10 - 2009.01
A Levels - Maths (A), Government & Politics (A), History (B), General Studies (B)
Forest School
Bachelors - Law (LLB Honours)
University of Exeter
GCSEs -
Forest School