Paul Glover
Service Desk Manager @PortmanDentex
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WORK HISTORY
Service Desk Manager @PortmanDentex
King\'s Cross, GB
Following the merger of two organisations, I was initially asked to temporarily manage two service desks, which later transitioned into a permanent role. Combined, the team supports nearly 400 dental practices across the UK and Ireland.Key achievements- Reviewed and integrated existing policies from both companies, combining or drafting new ones as needed during the migration- Designed and implemented a new escalation process, including the creation of an escalation form and supporting process documentation- Successfully merged two service desks into one, ensuring all team members received necessary training and system access- Conduct weekly incident review meetings to ensure continuous improvement and alignment.
SKILLS
ABOUT PAUL GLOVER
As a highly skilled and ambitious Service Desk Manager, I have demonstrated expertise in effectively troubleshooting technical support queries while skilfully managing internal and external escalations. With extensive experience in the telecommunications and IT industry, I am well-versed in the latest industry developments and trends.As a seasoned team manager, I lead by example and coach team members to reach their full potential in their roles. I am driven to enhance work processes and work-flow efficiency, having successfully managed teams of 6 to 22 individuals across various projects and collaborated with other business areas throughout the organisation.My passion for exploring emerging technologies and trends is fuelled by my keen interest in new media and IT, as well as my naturally inquisitive and forward-thinking attitude. I am always eager to stay abreast of the latest industry developments and trends, and to apply my knowledge to help my team succeed.Skilled in Technical Support, Session Initiation Protocol (SIP), Service-Level Agreements (SLA) and ITIL.
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