Johnathan Scott

Service Desk Manager @Voicescape

Manchester, GB

Overseeing the day-to-day operations of the technical support team, managing both first and second line support for IT applications and services. This includes ownership of incident management, change management, problem management and service requests primarily through Zendesk (ticket logging system). Ensuring timely resolution of issues in alignment with defined Service Level Agreements (SLAs), while maintaining a high standard of customer satisfaction. Drive continuous improvement in support processes, team performance, and service delivery.KEY ACHIEVEMENTS• KPI Improvement & Service Excellence - Delivered a 65% increase in operational efficiency by implementing automation within the technical support function. Consistently exceeded SLA targets (achieving over 100%) and boosted Customer Satisfaction (CSAT) scores by 80%, demonstrating a strong commitment to service quality and continuous improvement.• Process Implementation & Team Development - Designed and introduced new support processes by mapping system functionalities and identifying operational gaps. Successfully implemented a skills matrix to assess team capabilities, support targeted development, and improve resource allocation across first and second line support.• Aged Ticket Reduction & Cross-Team Collaboration - Partnered with the Level 2 and Customer Success teams to proactively address aged and non-responsive tickets. Streamlined ticket resolution workflows and improved communication channels, resulting in a significant reduction in backlog and enhanced customer experience.

The University of Salford

Business Management

Bury College

2B, 1C

Philips High School

9 GCSE’s, Grades A-C including Maths, English and Science.