Mukhtar Mahmood
Reading,Berkshire
Summary
In summary having worked in the IT industry for over a decade, where I started working as a call-centre staff, then moved on to support including 1st/2nd line, field engineer/ remote support, managing a service desk of 28 plus staff who supported the entire judiciary in the UK to working as a Deputy Head of IT at the University of Oxford , a Training manager for the Cabinet office and most recently as a service desk lead .
Outside of work life I travel the world, spend time with family & friends, manage a food-bank for over a decade, and give to the local community.
Overview
16
16
years of professional experience
Work history
Service desk lead
Methods
London, City of Westminster
2025.11 - Current
- Lead day-to-day operations of a high-volume IT Service Desk supporting users and ensuring SLA and KPI performance.
- Act as the primary escalation point for major and high-priority incidents, including VIP stakeholders, driving issues through to resolution with strong customer satisfaction.
- Oversee incident, request, and major incident management, ensuring accurate ticket handling and alignment with ITIL best practices.
- Manage and develop analysts through 1:1s, performance reviews, and training, building a high-performing, customer-focused team.
- Monitor and report on service performance, identifying trends and driving continuous improvement.
- Coordinate with third-party suppliers and internal teams to ensure effective service delivery and issue resolution.
- Own major incidents and stakeholder communication, translating business impact into clear technical priorities.
- Manage resource planning and team availability to maintain service coverage.
- Maintain and improve the knowledge base and processes to enhance efficiency and self-service.
- Deliver training on key technologies including ServiceNow, Azure, Active Directory, and Microsoft 365.
- Support projects and service improvements, including large-scale deployments (e.g., Windows 11 rollout).
Training manager
Cabinet Office
Leeds /Reading
2023.09 - 2024.01
- Led the design and delivery of a comprehensive technical training programme for engineers supporting the Government Digital Service “One Login” platform, a secure identity system used across UK government services.
- Owned the end-to-end training strategy, developing structured learning plans and coordinating specialist trainers to deliver technical modules where required.
- Enabled engineers to support backend systems by building proficiency in key tools, processes, and security-focused workflows.
- Conducted regular 1:1 coaching sessions to identify skills gaps and provide targeted development plans, improving individual and team performance.
- Collaborated with stakeholders and department managers to align training delivery with operational and business objectives.
- Delivered training through a mix of in-person and virtual sessions, ensuring consistent knowledge transfer across teams.
- Evaluated training effectiveness using feedback and performance metrics, driving continuous improvement in training outcomes.
- Maintained and updated training materials to reflect evolving systems, tools, and service requirements.
- Ensured training programmes met compliance, governance, and security standards.
- Managed training resources and budget effectively while maintaining high-quality delivery.
- Increased engineer capability and confidence, contributing to improved first-time resolution and reduced escalations.
Deputy Head of IT
University of Oxford
Oxford, Oxfordshire
2022.09 - 2023.08
- Operated as a senior member of the IT leadership team, supporting the Head of IT in delivering high-quality IT services across teaching and research environments.
- Oversaw IT service delivery across a multi-site environment, supporting hundreds of users across academic staff, students, and lecturers, and managing over 1,000 devices.
- Acted as escalation lead for complex and high-priority incidents, ensuring timely resolution and minimal disruption to business operations.
- Managed IT service operations through the ITSM toolset, overseeing ticket queues, prioritisation, and SLA adherence, ensuring quality from logging through to closure.
- Led a large-scale Windows 11 rollout across 1,000+ devices, managing the full deployment lifecycle and coordinating training for service desk teams.
- Directed IT procurement and asset management, sourcing and customising equipment to meet specialised requirements for academic staff, researchers, and students.
- Led IT response and recovery following a critical on-site incident (UPS-related fire), coordinating service restoration, relocating departments, and implementing preventative measures to improve resilience.
- Established IT infrastructure and services for new departments, ensuring seamless onboarding and minimal disruption during critical operational periods.
- Worked closely with senior university leadership, including Heads of Department, to align IT services with strategic and operational priorities.
- Collaborated with internal stakeholders and third-party suppliers (UK and international) to deliver services within agreed SLAs, budgets, and timelines.
- Drove significant improvements in IT service quality by analysing ticket trends, enhancing processes, and improving overall user experience.
- Supported staff development, including mentoring, training, recruitment, and onboarding within the IT team.
- Ensured IT services were delivered in line with governance, compliance, and security best practices.
- Deputised for the Head of IT, taking full responsibility for IT operations, service delivery, and stakeholder management when required.
Service Desk Manager
Ministry Of Justice
London, City of Westminster
2019.04 - 2022.08
- Led and managed a high-volume IT Service Desk supporting over 350,000 users across the UK and international locations, covering 200+ services and applications.
- Oversaw day-to-day service desk operations, including resource planning, workload allocation, and performance management to ensure delivery against SLAs, KPIs, and customer satisfaction targets.
- Acted as the primary escalation point for high-priority and business-critical incidents, including VIP stakeholders such as senior judges and civil servants, ensuring issues were driven through to resolution.
- Ensured delivery of IT support aligned with ITIL best practices across incident, request, and major incident management, maintaining high standards of ticket quality and lifecycle management.
- Managed team performance through regular 1:1s, performance reviews, coaching, and development plans, fostering a high-performing and customer-focused team culture.
- Produced and analysed service performance reports, identifying trends and driving continuous service improvements.
- Coordinated service delivery across internal teams and third-party suppliers (UK and international), ensuring effective issue resolution and alignment with contractual obligations.
- Took ownership of major incidents affecting multiple users, leading communication, managing stakeholder expectations, and translating business impact into technical priorities.
- Managed team resources, including rota planning, holidays, and absence, ensuring consistent service coverage.
- Maintained and enhanced the Service Desk knowledge base, ensuring accurate documentation and promoting self-service capabilities.
- Delivered technical training across key platforms including ServiceNow, Intune, Azure, Active Directory, Microsoft 365, and security tools, improving team capability.
- Ensured compliance with IT security, data protection, and access management policies, supporting governance and audit requirements.
- Built strong relationships with senior stakeholders and operational teams, ensuring a high level of customer satisfaction and service delivery.
- Led the transition to remote working during COVID-19, enabling the Service Desk team to operate effectively from home while maintaining service quality and performance standards.
- Supported the rollout of remote court capabilities using Cloud Video Platform (CVP), enabling judges across the UK to conduct live hearings remotely.
- Provided direct, high-priority IT support to senior judges and Lord Justices during critical court proceedings, ensuring zero disruption during live sessions.
- Led the team in supporting thousands of court staff during COVID-19, enabling access to multiple systems and applications to support cross-departmental operations.
Senior Service Analyst
Ministry of Justice
London, City of Westminster
2018.04 - 2019.04
- Delivered high-quality 1st and 2nd line IT support across a complex environment, ensuring excellent customer service for users across the judiciary.
- Acted as a key escalation point for incidents, working closely with third-party vendors and internal teams to resolve major and high-priority issues.
- Managed competing priorities and ticket queues effectively, ensuring incidents and requests were handled within SLA targets.
- Provided dedicated support to VIP users, including senior judges, ensuring a high standard of service during critical and time-sensitive situations.
- Utilised strong technical knowledge to troubleshoot complex issues and coordinate resolutions with external suppliers.
- Created, maintained, and improved technical documentation and knowledge base content to support service consistency and efficiency.
- Supported problem management activities by identifying recurring issues and contributing to long-term solutions.
- Assisted with IT setup and provisioning, including workstation builds, equipment configuration, and onboarding support for end users.
Senior Desktop Support
Southern Electric
Reading, Reading
2017.03 - 2018.03
- Delivered on-site IT support through a technical support hub (“Tech Bar”), providing first-class customer service and rapid issue resolution for end users.
- Designed and implemented a new Tech Bar drop-in centre, improving user accessibility to IT support and enhancing overall service experience.
- Managed BAU support and project-related activities, including queue management, incident triage, and escalation to appropriate teams in line with SLA requirements.
- Supported large-scale migrations to Microsoft 365 and Skype for Business, including user onboarding, configuration, and post-migration support.
- Deployed and maintained Windows 10 devices using SCCM, including imaging, configuration, and rollout across the organisation.
- Administered Active Directory and SCCM environments, managing user accounts, access, and device policies.
- Diagnosed and resolved hardware and software issues across a range of devices including HP, Lenovo, Dell, and Microsoft Surface.
- Took ownership of complex issues from initial diagnosis through to resolution, coordinating with third-party vendors where required.
- Provided dedicated IT support to VIP users, including the CEO and senior leadership team, ensuring seamless delivery during presentations, conferences, and business-critical activities.
- Supported office relocation and new building fit-out, including device rollout, infrastructure setup, and user onboarding.
- Supported meeting and collaboration technologies, including video conferencing and AV setup for business-critical meetings.
- Delivered clear, estate-wide communications regarding incidents, updates, and service changes.
Senior Desktop Support
Virgin Media, Hampshire
2016.08 - 2017.03
- Managed escalated IT incidents, ensuring timely resolution and effective prioritisation in line with service expectations.
- Supported Windows and Mac environments across a multi-site UK estate, providing hardware, software, and mobile device support (BlackBerry, Apple, Android).
- Administered Active Directory, including user account management, access control, and device administration.
- Diagnosed and resolved hardware, software, and network issues, utilising SCCM for deployment, patching, and system management.
- Managed incident backlogs and communicated updates to users, ensuring transparency and maintaining customer satisfaction.
- Supported a Windows 10 migration project, including device preparation, deployment, and user support.
- Delivered floor-walking support and user training to improve adoption of new systems and technologies.
- Maintained asset management records, ensuring accurate tracking of IT equipment.
2nd Line Technical Support & Migration lead
Southern Electric SSE
Reading, Berkshire
2016.01 - 2016.04
- Provided 2nd line IT support across a Windows environment, resolving hardware, software, and network issues while maintaining high levels of customer service.
- Managed a technical drop-in centre, supporting users with IT issues and ensuring efficient resolution of incidents and requests.
- Led regional Windows 10 deployment activities, including device rollout, user setup, and post-migration support.
- Managed BAU support alongside project work, including queue management, incident triage, and escalation in line with service expectations.
- Administered Active Directory and SCCM, including user account management, device configuration, and system deployment.
- Supported a range of technologies including Windows 7/8/10, Microsoft 365, telephony systems, and Mac devices.
- Configured and deployed end-user devices, ensuring users were equipped with appropriate hardware and access from day one.
- Supported meeting room technology, including video conferencing and AV equipment setup.
- Diagnosed and repaired laptops and end-user devices, ensuring minimal downtime and continuity of service.
2nd Line Desktop Support Engineer
Babcock
Arborfield, Wokingham
2015.07 - 2015.12
- Provided 2nd line IT support to military personnel, resolving hardware, software, and infrastructure issues in a secure environment.
- Acted as a key point of contact for escalations, coordinating with third-party vendors to resolve incidents.
- Supported Microsoft Office applications, browsers, and end-user devices, including laptop diagnostics and repairs.
- Assisted in the decommissioning of legacy IT infrastructure and maintained accurate asset management records.
2nd Line Support/ Deployment
AWE
Aldermaston, West Berkshire
2015.05 - 2015.07
- Delivered desk-side and floor-walking support across Windows and Microsoft 365 environments.
- Supported Windows 10 deployments, including troubleshooting, user onboarding, and post-migration support.
- Provided training and guidance to non-technical users, improving adoption of new systems and technologies.
Technical Support Engineer
Ministry of Defence
City of London, City of Westminster
2014.11 - 2015.04
- Delivered technical support within a secure government environment, diagnosing and resolving hardware, software, and network issues.
- Supported a range of technologies including mobile devices, video conferencing systems, and secure communications equipment.
- Set up user support points during major incidents, ensuring clear communication and support for affected users.
2nd Line Software Distribution Engineer
Fujitsu
Bracknell, Bracknell Forest
2014.07 - 2014.11
- Managed software deployment and patching across enterprise environments using SCCM and HP Radia.
- Supported Microsoft 365 applications and coordinated large-scale application rollouts.
- Provided remote support via Citrix and Remote Desktop, resolving issues across desktops and laptops.
- Assisted with Outlook migrations and enterprise system updates.
Desktop Engineer / Outlook Migration
Fujitsu
Qatar, Middle East
2014.02 - 2014.07
- Delivered IT support across multiple sites in an international environment, resolving incidents within agreed SLAs.
- Led Outlook and Exchange migration activities, supporting users through system transitions.
- Performed server monitoring, security checks, and Active Directory administration.
- Supported and supervised large-scale Windows 7 deployments across regional sites.
2nd Line Support Desk/ Web Support Engineer
Fujitsu
Bracknell, Bracknell Forest
2010.01 - 2014.02
- Supported web-based applications (Java, Oracle, Adobe) and maintained SharePoint environments.
- Investigated and resolved high-volume incidents, identifying root causes and improving system stability.
- Provided IT support to a global user base, including military personnel, across multiple locations.
Education
Some College (No Degree) -
Prospect School
Reading2009-07
Certification -
ITIL V4
Skills
- Application support
- Active Directory
- Cisco
- Service desk management
- ITSM
- Microsoft Office 365
- ITIL
- JIRA
- ServiceNow
- Confluence
- MS Azure
- Microsoft 0365 Admin Centre
- Project Management
- Documentation
- Apple/ IOS
- Prince
- Endpoint Encryption
- Intune
- Android
- ITIL V4
- Telephony
- Dashboards
- Knowledge Base
- VIP Support
- Overseas Work
- Performance metrics
- Strategic thinker
- MS Office
- Simulation training
- UK employment law knowledge
- Association of Training Development
- IT security and networking
- IT budget and cost control
- Training and development
- Reporting template development
- Risk mitigation planning
Additional Information
- Silver/CEO Award (Fujitsu) - Awarded by the CEO of Fujitsu for enhancing my reputation by delivering results
- Several commendations from senior Judges across UK
- Several commendations from senior Professors from the University of Oxford
- Successfully been running a foodbank for 11 years
Languages
English
Native
Arabic
Elementary
Urdu
Native
Punjabi
Intermediate
French
Beginner
Timeline
Service desk lead
Methods
2025.11 - Current
Training manager
Cabinet Office
2023.09 - 2024.01
Deputy Head of IT
University of Oxford
2022.09 - 2023.08
Service Desk Manager
Ministry Of Justice
2019.04 - 2022.08
Senior Service Analyst
Ministry of Justice
2018.04 - 2019.04
Senior Desktop Support
Southern Electric
2017.03 - 2018.03
Senior Desktop Support
Virgin Media, Hampshire
2016.08 - 2017.03
2nd Line Technical Support & Migration lead
Southern Electric SSE
2016.01 - 2016.04
2nd Line Desktop Support Engineer
Babcock
2015.07 - 2015.12
2nd Line Support/ Deployment
AWE
2015.05 - 2015.07
Technical Support Engineer
Ministry of Defence
2014.11 - 2015.04
2nd Line Software Distribution Engineer
Fujitsu
2014.07 - 2014.11
Desktop Engineer / Outlook Migration
Fujitsu
2014.02 - 2014.07
2nd Line Support Desk/ Web Support Engineer
Fujitsu
2010.01 - 2014.02
Some College (No Degree) -
Prospect School
Certification -
ITIL V4