Jonathan Laing
IT Support Team Leader @Wavenet
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WORK HISTORY
IT Support Team Leader @Wavenet
Solihull, GB
An experienced and hands on IT Support Team Leader responsible for leading the Internal IT Support Team in Solihull, combining strong technical expertise with effective people leadership. The role involves actively contributing to 2nd line support while overseeing the day-to-day operations of the service desk.Accountable for acting as the primary escalation point for complex technical issues, ensuring timely resolution and maintaining high standards of service delivery. Provides guidance, coaching, and development to IT Support Engineers, fostering a high performing and customer-focused team.Sets the benchmark for technical quality, service excellence, and operational best practice, while driving continuous improvement in processes, performance, and overall IT support delivery across the organisation.
SKILLS
ABOUT JONATHAN LAING
Helping Hands Home Care benefits from over six years of IT leadership expertise, with a focus on service desk management and operational efficiency. The team leverages their proficiency in IT management and operations to optimise software installation, cloud infrastructure, and service delivery processes. Their commitment to collaboration fosters a seamless support environment. Previous roles at Paragon Banking Group and SSP Limited highlight a proven ability to lead technical support teams and implement strategies that drive continuous improvement. Adept at integrating ITIL methodologies, they prioritise delivering high quality services while enabling teams to enhance customer satisfaction and operational growth.
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