Open to opportunities

Ian Flanagan

@ianflanagan

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IT service delivery leader driving operational excellence and team performance.

Ireland

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What I'm looking for

I seek a role leading IT service delivery or support teams where I can improve processes, mentor staff, drive SLAs, and implement efficient onboarding and reporting in a collaborative, growth-focused environment.

I am a collaborative, perceptive IT service delivery leader with 10+ years' experience across multinational and smaller enterprise environments, consistently delivering service excellence, process improvements, and measurable team performance gains. I have led service desks, managed cross-border teams, owned problem management, and implemented reporting and onboarding improvements that reduced time-to-productivity.

My hands-on technical background includes desktop and level 2 support, imaging and deployment (SCCM, Casper), Active Directory, Office 365, ServiceNow/RemedyNow, and asset lifecycle management. I drive compliance and documentation, coordinate site projects and office moves, and prioritise knowledge sharing and staff development to achieve high employee satisfaction and strong SLA outcomes.

Experience

Work history, roles, and key accomplishments

IT Service Management Specialist

Blockdaemon

Apr 2025 - Jun 2025 (2 months)

Led a 7-person remote service desk team, improved peak-hour coverage with a revised rota, implemented problem management to address recurring incidents, and streamlined onboarding to reduce time-to-productivity.

Service Desk Management Problem Management Shift Scheduling Onboarding Incident Tracking Ticketing Systems Reporting

Desktop Support Supervisor

PayPal

Apr 2023 - Apr 2024 (1 year)

Supervised an 8-person distributed desktop support team across five countries, improved employee satisfaction to 90%, and implemented protective measures for overseas staff during a crisis while maintaining end-user support.

Team Leadership Employee Engagement Crisis Response Desktop Support Performance Management Service Delivery

Site Lead, Level 2

PayPal

Jan 2018 - Apr 2023 (5 years 3 months)

Managed queues and metrics to drive team performance, achieved 95% service target in Aug 2024, led compliance and documentation efforts, and executed site projects including renovations and deployments.

Queue Management Metrics Analysis & Compliance Documentation Project Coordination Asset Management

Desktop Support Technician

PayPal

Feb 2016 - Dec 2017 (1 year 10 months)

Provided multi-channel desktop support, imaged PCs and Macs using SCCM and Casper, managed Active Directory tasks, supported Office 365 and conferencing systems, and handled escalated L1 tickets via RemedyNow and ServiceNow.

SCCM Casper Active Directory Office 365 ServiceNow Video Conferencing

Systems Administrator

Grant Thornton

Jan 2015 - Feb 2016 (1 year 1 month)

Provided stage-2 support for 2,500 employees, delivered solutions within SLA, and managed equipment provisioning and leaver processes to ensure compliance.

SLA Management User Onboarding & Compliance Asset Management IT Support

IT Analyst

TUI Group

Feb 2014 - Jan 2015 (11 months)

Served as first point of contact for 4,000 PC and Mac users, regularly exceeded SLAs, expanded knowledge documentation, and contributed to a £1.6M overseas IT project.