bet365Regional IT Support Team Leader
Sep. 2020 - Dec. 2021Stoke-on-Trent, England, United KingdomFollowing a successful proposal to up-skill and grow the Service Support team, my role changed to take responsibility for a team based in our Manchester site, alongside our Stoke location. The team has taken on responsibility for additional tools and services utilized across the business. The team has also grown from 7 to 28 in this time, including introducing new roles such as Seniors, Juniors and Specialists. A dedicated nights team was also introduced. As part of the transition into IT Support, I have coordinated training between 2nd and 3rd line teams as part of our “Shift Left” project to grow knowledge and improve resolution rates across engineers, which then in turn frees up time in the 3rd line teams for bigger projects and more in depth investigations. I successfully introduced a life cycle program for the company’s mobile devices, including an initial replacement of ¼ of all user’s devices during a 6-month period (approx. 350 devices). Additionally I managed an external initiative to grow knowledge via a providers learning platform across our technology area; the platform saw a 25% increase in usage during the initiative.