Summary
Overview
Work History
Education
Skills
Timeline
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Josh Lee

Brighouse

Summary

Accomplished Head of Service Delivery offering comprehensive experience developing strong AV/VC competencies in multiple technology stacks and taking a global reach. I am focused on developing positive work environments and collaborating with all levels of leadership and management. Expertise in people management and leadership development. Strong transferrable skills in any industry.

Overview

4
4
years of professional experience

Work History

Head of Service Delivery

ISDM
07.2023 - Current
  • Worked with senior leadership to understand the organization’s goals and strategy related to the operational function.
  • Responsible for internal IT, Programming, Internal & External Engineering & Service Desk
  • Process Mapping & implementation of changes with senior leadership.
  • Balanced management’s point of view with being an employee advocate.
  • Provide consultation and guidance to improve work relationships, build morale, and increase productivity and retention.
  • Responsible for review across all operational departments on cost reductions.
  • Responsible to align with manufacturers & strategic customers to ensure a smooth and balances approach to the future.
  • Responsible for creating team leaders within each department and starting development paths to ensure progression from within.
  • Maintained a visible on site presence with each team to ensure the understanding of each role was there & also seen as a visible leader.

Service Desk Manager

ISDM
04.2021 - 07.2023
  • Responsible for 20+ engineers working both on-site and remotely
  • Devised hiring strategy for US engineering & approach for APAC.
  • Collaborated on hiring and training of new employees, professional growth of staff and team building and motivation.
  • Accountable for providing service cost models for new customers and dealing with renewals
  • Coordinated and worked with management on performance evaluations, supervisory practices, dispute resolution and employee accountability.
  • Tracked and reported metrics to identify trends and establish goals to meet business needs.
  • ·Providing technical and business impact consultation on Service Management & Technical Operations Management infrastructure and capability, acting as a lead on major incidents managing through to resolution.
  • Implemented behavioral-based performance management system to define expectations, standards and key performance areas.
  • Designed employee engagement strategies to improve morale, retain talent and maintain business continuity.

Service Desk Team Leader

ISDM
04.2020 - 04.2021
  • Organization of Staffing Rota
  • Organization of internal and external engineering to support visits
  • Internal Reporting on incident trends, reporting to Head of Service and implementing changes to reduce ticket levels
  • Offered strategic feedback to direct leadership teams in operational decision-making and long-term planning.
  • Creation of Training Matrix for new starters & each level role of role within the technical aspect of the business.


Education

BTEC Level 3 Extended Diploma IT Networking (PPP) - Information Technology

Ashton Sixth Form College
Ashton-under-Lyne, United Kingdom
06.2014

Skills

  • End to End Business Process Mapping
  • Training Management
  • KPI & Business Needs Culture
  • Continual Business Improvement
  • SLT Stakeholder Management
  • Data & Risk Analysis
  • Multiple Department Management

Timeline

Head of Service Delivery

ISDM
07.2023 - Current

Service Desk Manager

ISDM
04.2021 - 07.2023

Service Desk Team Leader

ISDM
04.2020 - 04.2021

BTEC Level 3 Extended Diploma IT Networking (PPP) - Information Technology

Ashton Sixth Form College

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Josh Lee