Matthew Perret

Head of Tech Support, Emea @Man Group

London, GB

Responsibilities Managing 19 people of varied experience (apprentices to team leaders) across two teams, AV/VC and TechSupport, across EMEA locations. This includes all elements of people management; progression, training, disciplinaries, compensation, and recruitment. Identifying barriers to end users gaining technical support and creating improvements. This includes automating tasks, empowering the user by converting processes to self-service, creating user-friendly guides automatically provided to users as required, and utilising Natural Language Processing and keyword matching. Responsible for major incident communications and tech tips initiatives to ensure users are informed of changes and improvements available via tech. Creation of bi-weekly and monthly service packs, tracking progress and changes within the TechSupport team, building action plans for areas requiring attention, reviewing progress of these plans in the following months, and celebrating the successes within the team. Assist with all departmental project implementations affecting end-users directly to ensure the user experience is at the forefront of the project agenda.

Coventry University

Bachelor of Engineering (B.Eng.)