STAGE: 01

DATHAN

PLAYER 1: IT SUPPORT MANAGER

ZONE: YORK, UK

ZONE 1: PERSONAL PROFILE

I am a pragmatic and delivery-focused IT Support Manager. I bring extensive experience in owning the day-to-day delivery of IT services, ensuring the business operates effectively and without disruption.

Whilst highly capable of leading technical teams and managing major incidents, I remain fully prepared to be hands-on with technology and directly support operational delivery when required.

Having previously aligned IT operations across the UK, US, and mainland Europe, I am adept at bridging the gap between technical strategy, infrastructure health, and personnel management.

I am driven by a continuous improvement mindset, using automation and structured workflows to reduce operational noise.

ZONE 2: LEADERSHIP & COMMERCIAL

PEOPLE MANAGEMENT

Recruitment5/5
Appraisals5/5
Staff Coaching5/5

ITIL & DELIVERY

Incident Mgmt5/5
SLA Management5/5
Problem Analysis4/5

COMMERCIAL STRATEGY

Exec Comms5/5
Vendor Budget5/5
Client Relations5/5

ZONE 3: TECHNICAL ABILITIES

IDENTITY & INFRA

Entra ID (Azure AD)5/5
Microsoft Intune3/5
Modern Workplace4/5
Hybrid Infra & Azure3/5

SYSTEMS & DATA

Data & Automation4/5
ITSM & Workflows4/5
Security & Access4/5
PowerShell Scripting2/5

ZONE 4: CAREER TIMELINE

REDCENTRIC | YORK, UK

IT Support Manager

Jan 2023 to Present

  • Leading a third-line team of engineers, ensuring robust SLA adherence across a demanding enterprise environment.
  • Taking ownership of daily IT service stability, ensuring backups, patching and general system health are running optimally.
  • Building automations to clean up technical debt and handle housekeeping across users and devices.
  • Directing the engineering team, prioritising the workload and taking charge of major incident resolution and root cause investigations.
  • Collaborating with senior security and infrastructure teams to align daily support tasks with the wider platform strategy.

Service Desk Team Lead

Oct 2021 to Jan 2023

  • Managed a 12-person service desk team alongside two second-line engineers, keeping productivity high despite staff concerns during the acquisition of Piksel into Redcentric.
  • Stepped up as the main point of contact for massive service outages, coordinating the engineers to get things back online swiftly.
  • Handled the full recruitment lifecycle for new contracts, right from the interview stage through to induction.
  • Mentored 1st line analysts to become capable 2nd line engineers, drastically improving first contact resolution rates.
  • Dealt with all personnel matters including absence, disciplinary procedures and appraisals in a fair and compliant manner.

PIKSEL GROUP (ACQUIRED BY REDCENTRIC) | YORK, UK

Service Desk Team Lead

Aug 2021 to Oct 2021

  • Brought international IT operations into alignment, covering infrastructure and support across France, Italy, Spain, and the US.
  • Sorted out the workflow between the different support tiers, setting up solid SLAs to stop the blame culture.
  • Managed key client relationships during onboarding phases to ensure expectations were met.

2nd Line Engineer

Jan 2019 to Aug 2021

  • Entrusted with interviewing and onboarding new staff members prior to an official promotion.
  • Created custom Power BI dashboards to monitor agent KPIs and spot where training was needed.
  • Set up a proper centralised knowledge base so the team stopped relying on tribal knowledge.

Early Service Desk Roles

Aug 2013 to Jan 2019

  • Worked up the ranks from Analyst to Senior Analyst, implementing buddy systems for new starters and streamlining administrative workflows.
  • Delivered high quality support, developing a deep understanding of end user frustrations to form the basis of a user-centric management style.

EARLY CAREER HISTORY

  • KIT Digital (Rebranded to Piksel) | Service Desk Analyst (Apr 2013 to Aug 2013)
  • Self Employed | Freelance Graphic Designer (Feb 2011 to Apr 2013)
  • Involve Learning Centre | Support Worker (Apr 2010 to Feb 2011)
  • GE Capital | Operations Support Officer (Oct 2008 to Jan 2010)

SPECIAL STAGE: CERTIFICATIONS

★ ITIL Foundation Certificate (Piksel Ltd, 2014)
★ Level 3 Advanced Diploma for IT Professionals (City & Guilds, 2008)
★ Level 3 NVQ for IT Professionals (2008)
★ Microsoft Certified Professional (MCP) (2008)
★ Microsoft Certified Desktop Support Technician (MCDST) (2008)
★ CompTIA A+ Certified Professional (2008)
★ Edexcel GNVQ Intermediate ICT (Leeds College of Technology, 2007)

FINAL STAGE: TRANSMISSION

Ready to level up your IT operations? Drop me a message on LinkedIn.

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