Adam Hussain

Technical Team Lead @Aztech It Solutions

Milton Keynes, GB

Leading a cross-functional support function of 7 engineers (Apprentice, 1st, 2nd, 3rd Line and Onsite Support) within a high-volume MSP environment, with full operational responsibility for service performance, escalations, resource allocation, and continual service improvement.Key responsibilities & achievements:• Line manage and mentor engineers across service desk and onsite support, ensuring performance against KPIs, SLAs, and quality standards.• Own the daily triage and distribution of 100+ tickets, balancing workloads across remote and field engineers to meet priority and response targets.• Act as the primary escalation point for high-priority incidents, complex technical issues, and service delivery challenges.• Coordinate onsite dispatch, scheduling, and readiness, ensuring efficient allocation of field resources.• Oversee the end-to-end lifecycle of incidents, service requests, and change requests, driving timely resolution and strong client communication.• Conduct quality assurance across tickets, calls, and processes, improving consistency and customer experience.• Lead the new starter onboarding workflow, including task allocation, laptop build governance, and Day 1 readiness.• Work closely with CSOC, Monitoring, Service Operations, and Out-of-Hours teams to ensure seamless service delivery.• Manage client escalations and service concerns, improving satisfaction and operational outcomes.• Identify and implement process improvements to optimise ticket flow, reduce bottlenecks, and increase team efficiency.• Produce and review service performance metrics and reporting to support data-driven decisions.

LIBF

Certificate in Financial Studies (CeFS), Finance

LIBF

Diploma in Financial Studies (DipFS), Finance

Ousedale School

GCSEs

South Central Institute of Technology

IT, Information Technology

Ousedale Sixth Form

A Levels