Natalie Bonner
Birmingham
Summary
A positive, approachable service desk professional, with a can do attitude. Who thrives in fast-paced environment. Demonstrates the ability to adapt management style to suit individual team members, supported by a curious and reflective mindset. A proactive self-starter, committed to enhancing the customer journey and embracing technological change. Possesses excellent interpersonal skills and a proven proficiency in leading service desk operations. Committed to leveraging these strengths to drive organisational success and continuously improve service delivery.
Overview
1
1
Certification
32
32
years of professional experience
Work history
Service Desk Team Manager
Serco
2019.04 - 2026.05
- Lead operational performance of 24/7/365 MSP omnichannel Service Desk within a secure environment.
- Provide compassionate, logical leadership strongly focused on service excellence and continuous improvement.
- Analyse workforce trends to optimise resource planning and workforce management in line with projects and changes.
- Build strong relationships with stakeholders and collaborate effectively across multi-disciplinary teams to achieve business goals.
- Recruit, train, and develop a multi-skilled team, fostering a inclusive, high-performing, and learning-focused culture.
- Support multi-level apprentices with structured development and coaching.
- Implemented reward and recognition initiatives, including "Analyst of the Month" and "Quarterly Service Desk Awards".
- Serve as a primary escalation point so that customer issues are dealt with quickly and efficiently.
- Drive process improvements through innovation, simplifying workflows and enhancing communication channels.
- Created and launched “Behind the Desk” to build Service Desks profile within the wider business with a 86% readership.
- Introduced a structured complaints and process, improving customer satisfaction and identifying continuous improvement opportunities.
- Introduced Live Chat, enabling customers to engage with the team more quickly. This channel now accounts for 12% of all interactions.
- Improved customer SLA's through better triage/templates and reduced bounce count by 43%
- Streamlined communication channels for faster problem solving and collaboration.
- Prioritised tickets based on criticality and impact, optimising response time and minimising service risk.
- Collaborates to identify automation opportunities to improve customer satisfaction and improve costs.
IT Hub Manager
Newman University
2018.11 - 2019.04
- Delivered IT support to students and staff.
- Managed portal access, enrolment support, and overseas student access.
- Oversaw access systems for university staff and residence in halls.
- Conducted risk assessments and supported Health & Safety compliance.
- Allocated workloads and coordinated daily activities for IT analysts.
- Delegated tasks effectively to maximise individuals strengths and boosted operational efficiency.
IT Helpdesk Analyst
Serco
2017.04 - 2018.11
- Delivered high-quality customer service and first-line IT support.
- Handled inbound IT calls, resolving issues or escalating appropriately.
- Updated ServiceNow - ticketing system with accurate information.
- Resolved issues relating to Active Directory, Passwords, licensing, accounts, MS Outlook, Office 365, 2FA, Citrix, and connectivity.
- Consistently met SLAs and contributed to team performance targets.
- Trained new Helpdesk Analysts, enhancing team productivity.
Deputy Regional Sales Manager
Thomson Local Directories Ltd
2002.03 - 2013.08
- Led 14 field-based business managers , consistently achieving and exceeding sales targets.
- Managed performance through KPIs, PDPs, and structured coaching.
- Jointly managed £3.7m regional sales budget.
- Produced financial forecasts and performance reports for senior leadership.
- Built a customer-centric culture and resolved complex customer disputes.
- Identified new business opportunities, driving expansion into untapped markets.
- Analysed market trends and competitor activities for strategic planning purposes.
Account Manager
Your Communications
2001.02 - 2002.03
Team Leader
Cable & Wireless
1999.06 - 2001.02
Sales Executive / Telesales Executive
Midland Weekly Newspapers
1995.01 - 1999.01
Internal Sales Coordinator
ROSPA
1994.06 - 1995.03
Administration & Job Matching Advisor
Jobcentre Plus
1993.12 - 1994.06
Education
A-Level - Geography & Sociology
Bournville College
Birmingham8 GCSEs including English & Mathematics, Grade C - Geography, I.T Chemistry, Physics, Biology, French
Kings Norton Girls School
BirminghamSkills
- Service desk operations
- Performance management
- Training and Development
- Customer satisfaction enhancement
- Process Improvement
- ITIL knowledge
Certification
- Service Desk Manager - QA
- ITIL V3 Foundation
- Complaints & Conflict Management
- Performance Counselling
- Health & Safety Certificate (2016)
- Education & Training Award (2016)
- Qualified Assessor (2016)
INTERESTS
Property Development and renovation projects., Enjoy socialising with family and friends.
Timeline
Service Desk Team Manager
Serco
2019.04 - 2026.05
IT Hub Manager
Newman University
2018.11 - 2019.04
IT Helpdesk Analyst
Serco
2017.04 - 2018.11
Deputy Regional Sales Manager
Thomson Local Directories Ltd
2002.03 - 2013.08
Account Manager
Your Communications
2001.02 - 2002.03
Team Leader
Cable & Wireless
1999.06 - 2001.02
Sales Executive / Telesales Executive
Midland Weekly Newspapers
1995.01 - 1999.01
Internal Sales Coordinator
ROSPA
1994.06 - 1995.03
Administration & Job Matching Advisor
Jobcentre Plus
1993.12 - 1994.06
A-Level - Geography & Sociology
Bournville College
8 GCSEs including English & Mathematics, Grade C - Geography, I.T Chemistry, Physics, Biology, French
Kings Norton Girls School