James Healey, Technical Director and Paul Driver, Service Desk Manager
Paul joined us in January 2014 and is the latest addition to our ever-expanding technical team.
The Air-IT and MBC Service Desk is the hub of our managed ICT support offering, providing 24/7 technical support to our clients and carrying out monitoring and preventative maintenance to keep their IT and communications systems working at peak performance.
In the key role of Service Desk Manager, Paul is responsible for the smooth running of the department and for making sure we offer our clients the best possible service at all times. He’ll be working closely with the Air-IT and MBC technical teams to improve our service offering and customer satisfaction levels, speed up response times, ensure our clients’ SLAs are met every time, and boost staff productivity levels.
Paul will also be in charge of staff development – motivating and leading the Service Desk team and supporting them as they undergo training and work towards technical qualifications and accreditations.
Air-IT’s Technical Director, James Healey, comments:
‘An important part of Paul’s job will be to continually review the service we provide, with a view to constantly improving the quality of our IT support so we can keep meeting and exceeding client requirements in the future. On top of that, he’ll also be involved with developing processes, procedures and systems so we can keep growing and developing the Air-IT Service Desk offering within the ITIL framework to deliver service excellence to all our clients.’
Before joining Air-IT, Paul worked for a large public sector organisation for eight years, where he gained a wealth of experience in first line and field-based IT support, project delivery and service desk management. His experience of working within the ITIL framework, coupled with a passion for providing top quality customer service, are sure to stand him in good stead in his new role at Air-IT.
In his previous work, Paul gained a number of industry-recognised qualifications including ITIL v3 Foundation, Microsoft Certified IT Professional and Microsoft Certified Desktop Support Engineer. He also holds an Institute of Leadership and Management (ILM) Level 2 Team Leader Certificate. In the coming months, Paul will be undertaking more training in IT and technology to further develop his skill set.
Commenting on his new role, Paul said:
‘I’m very excited to be joining Air-IT and am really looking forward to making my mark on such an up and coming business. I relish the opportunities and challenges that the Service Desk Manager role will bring, as in my eyes, a problem is just a solution waiting to happen. I’m especially keen to contribute towards upholding and enhancing the excellent customer service standards and ICT support that Air-IT and MBC offer their clients.’
Outside work, Paul enjoys playing racket sports – so he’s sure to fit right in at Air-IT! His other interests include walking, swimming, cycling, cooking, live music and keeping abreast of new gadgets and the latest technology. Like several of his new colleagues, Paul is a Nottingham Forest fan and also follows several other local sports teams.
Everyone at Air-IT would like to warmly welcome Paul on board and wish him every success in his new role as Service Desk Manager.