Ross Danforth

Head of IT Support @TCC Global

London, GB

Lead and manage a global support team to provide day-to-day best-in-class user support, equipment provisioning, user access management, and endpoint maintenance.• Contribute to the overall improvement of the IT stack while following global processes, procedures, and service levels.• Manage and deliver group IT projects by collaborating with PM, Application, Engineering, and Security teams.• Ensure costs for service delivery and applications are closely monitored and stay within budget.• Implement policies and procedures to ensure the security of IT systems and data, protecting against threats.• Create a culture of continuous improvement within the IT team, seeking innovative ways to enhance service.• Ensure efficient resolution of technical issues and manage the help desk.• Manage relationships with key suppliers and third-party service providers.• Support the project management team with ongoing and new projects.• Manage stakeholders within the wider business.• Ensure global staff trainings and onboardings, providing regular and effective knowledge sharing to staff.• Maintain up-to-date IT service management framework and process knowledge for incidents, changes, monitoring and alert handling, checklists, and JML processes.• Handle escalations and coordinate on incidents, requests, and projects with Engineering, Application, Security, and Project teams.• Contribute to the IT and Technology strategic map, initiatives, and plans.• Coordinate and manage group-wide streaming requirements.

IIE Varsity College

Diploma in Business Computing, IT