As a Support Team Leader, I serve as an escalation point for my team and ensure that tickets are resolved within their agreed Service Level Agreements (SLA). My role is to ensure that my team and I deliver the best experience possible to our customers.
I have a diverse working background. I previously supported a school’s entire IT system, and before that I managed an online media company’s servers and specialist equipment, setting up their TV and radio studios. These experiences have given me a wide and varied skillset, so I bring versatility to the team.
Bringing these experiences to Neuways, a crucial part of my role is to ensure that the backup solutions we have installed for our customers are all working as should. I oversee their monitoring on a daily basis with my technicians, keeping internal communication as a high priority so that we are all on the same page.
I take the lead by helping technicians resolve tickets, and make sure that any issues are resolved in the quickest and most efficient manner.
We’ve come a long way in the past few years – I’ve seen us grow as a company, improving our service and our available offerings.
Out of work Marc
I am a massive movie enthusiast and go to the cinema as much as possible. I also play a lot of video games and I enjoy meddling with anything geeky.