Tom Burton
Stafford,Staffordshire
Summary
I am dedicated and results-driven IT professional with nine years of experience in a dynamic and fast-paced environment. Proven track record as an IT Service Desk Manager, demonstrating expertise in leading and managing a high-performing team to deliver exceptional IT support services. Adept at overseeing day-to-day operations, incident management, and continuous improvement initiatives. I am particularly interested in developing my experience in improvement in gaining my ITIL Certification. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
10
10
years of professional experience
1
1
Certification
Work history
IT Service Delivery Manager
Node4 ltd
Stafford, Staffordshire
2024.02 - Current
- Responsible for managing end-to-end IT service delivery, including service desk support, infrastructure management, application support, and other IT operations, to ensure service levels meet or exceed client expectations.
- This involves building and maintaining strong relationships with clients or internal stakeholders, serving as the primary contact for inquiries, escalations, and feedback. Key responsibilities include defining and maintaining service level agreements (SLAs), monitoring performance through key metrics and reporting to clients and senior management, and identifying opportunities for continuous improvement through service improvement plans (SIPs).
- Additionally, this role oversees incident resolution, coordinates technical teams to prevent recurring issues, manages change processes to ensure minimal impact on service delivery, and maintains relationships with third-party vendors to ensure compliance with service agreements.
IT Service Desk Manager
risual Ltd
Stafford, Staffordshire
2021.11 - 2024.01
- Lead, mentored, and managed a team of 25 service desk technicians. Provided guidance on technical issues and escalate complex problems when necessary.
- Overseen daily operations of the IT service desk. Ensure that service desk staff are meeting service level agreements (SLAs) and key performance indicators (KPIs).
- Built and maintained customer trust by maintaining ongoing communications until resolution. Monitored and improved customer satisfaction by addressing feedback and implementing improvements.
- Prioritised and assigned incidents and service requests based on urgency and impact. Escalated issues to appropriate teams or individuals when necessary.
- Identified opportunities for process improvement within the service desk. Implemented and managed best practices to enhance the efficiency and effectiveness of service delivery.
- Monitored and analysed performance metrics to assess the effectiveness of the service desk. Provide regular reports to management on service desk performance.
- Managed staffing levels and schedules to ensure adequate coverage. Assisted in recruiting, training, and developing service desk staff.
- Collaborated with other IT teams to ensure seamless resolution of complex issues.
- Ensured that documentation, knowledge base articles, and standard operating procedures are kept up-to-date.
IT Support Engineer
risual Ltd
Stafford, Staffordshire
2017.08 - 2021.11
- Guided and assisted users with technical issues, improving Windows performance and usability.
- Troubleshooted and resolve more complex IT problems. Manage and prioritise incidents, ensuring timely resolution and escalation if necessary.
- Maintained a high level of customer satisfaction by delivering prompt and effective support. Communicate technical information to non-technical users in a clear and understandable manner.
- Ensured that all IT equipment is up-to-date, functional, and secure.
- Managed user accounts, permissions, and access levels. Provide support for account setup, password resets, and access-related issues.
- Collaborated with other IT teams and departments to resolve cross-functional issues.
- Identify opportunities for process improvements and efficiencies.
IT Support Engineer Apprentice
risual Ltd
Stafford, Staffordshire
2016.08 - 2017.08
- Responding to help desk tickets, phone calls, or emails from users experiencing technical issues, such as hardware, software, or network problems. Responsibilities include diagnosing and resolving issues, assisting with the setup and configuration of IT equipment, managing user accounts, and performing routine maintenance tasks like system updates and backups.
- This role also involves documenting solutions, providing user guidance, collaborating with IT staff on complex problems, and dedicating time to college education to enhance IT support skills.
Skills
- Microsoft Office 365
- Microsoft Teams
- Microsoft Exchange Online
- Incident management
- Service desk management
- Active Directory
- ITSM
- Team management
- ITIL
- Windows expertise
- Desktop support services
Certification
- ITIL® V4 Foundation
- Microsoft® Certified Solutions Associate: Windows 10
- MS-700: Managing Microsoft Teams
- Mental Health First Aider
Timeline
IT Service Delivery Manager
Node4 ltd
2024.02 - Current
IT Service Desk Manager
risual Ltd
2021.11 - 2024.01
IT Support Engineer
risual Ltd
2017.08 - 2021.11
IT Support Engineer Apprentice
risual Ltd
2016.08 - 2017.08