A professional IT people manager with extensive experience in customer service and technical support. Efficient, highly focused, with a thorough and precise approach to resolving customer problems and driving service improvements. Proven track record of identifying root causes, resolving complex issues, and implementing preventative measures. Currently expanding into ServiceNow platform administration in my own time, with credentials in Flow Designer, Platform Analytics, and the AI System Administrator career pathway.
Employment History
Service Desk ManagerApril 2025 — Present
Cox Automotive · Rothwell
Promoted to Service Desk Manager with full responsibility for service desk operations, service delivery, and continuous improvement initiatives.
Lead and develop the Service Desk team, driving performance against SLAs, KPIs, and customer satisfaction targets.
Act as the senior escalation point for high-priority and security incidents, ensuring effective communication, governance, and compliance with internal processes and policies.
Drive service improvements through process optimisation, automation, knowledge management, and reporting enhancements.
Collaborate with stakeholders across the business to align IT support operations with organisational requirements and strategic objectives.
Enterprise Technology Team LeaderNovember 2021 — April 2025
Cox Automotive · Rothwell
Managed the day-to-day operation of the Service Desk, ensuring consistent delivery of IT support services across the business.
Acted as the primary escalation point for complex technical issues, senior stakeholders, and Enterprise Technology teams.
Coordinated the management of high-priority and security incidents, including organisation-wide communications and process compliance.
Led initiatives to improve service quality, operational efficiency, and user experience across the support function.
Supported and mentored Service Desk analysts, promoting knowledge sharing and service consistency.
Enterprise Technology AnalystOctober 2018 — November 2021
Cox Automotive · Rothwell
Provided technical support and troubleshooting across a fast-paced enterprise environment.
Reviewed and improved onboarding and offboarding processes, aligning procedures with IT security best practices.
Managed the upgrade of auction lane camera systems across 15 sites, coordinating third-party suppliers and delivering the project during the Covid-19 pandemic.
Identified cost-saving opportunities through software licence analysis and optimisation.
Maintained technical documentation and knowledge base content to support service consistency and faster issue resolution.
Customer Service TechnicianMarch 2012 — October 2018
Fujitsu · Wakefield
Supported a variety of customers across multiple contracts, ranging from public companies (G4S, STAR, Whitbread) to government departments (Cabinet Office, HM Treasury, Ministry of Housing, Planning Inspectorate).
Held Out of Hours shared services desk role supporting contracts from around the world. Vetted and cleared to a high government security standard.
Education & Qualifications
BSc TechnologyIn progress
University of Roehampton
Grade pending
ITIL® v3 Foundation Certificate in IT Service Management
QA Education
Service Desk Analyst (SDA®)
Service Desk Institute (SDI®)
IT Technician QualificationsSeptember 2011 — March 2012
Zeno's IT Academy
CompTIA A+ Technician (220-701 and 220-702)
Microsoft Technology Associate (MTA) — Networking Fundamentals (98-366)