Ian Flanagan
@ianflanagan
IT service delivery leader driving operational excellence and team performance.
What I'm looking for
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.
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.
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.
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.
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.
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.
Sales Assistant
Currys PC World
Nov 2013 - Jan 2014 (2 months)
Supported retail sales operations and assisted customers with product selection and basic technical queries in a fast-paced store environment.
Technical Support Advisor
Freelance
Apr 2012 - Sep 2013 (1 year 5 months)
Provided on-demand technical support to local clients, resolving hardware and software issues and offering guidance on device setup and maintenance.
IT Technician
Original Attic Stairs
Oct 2010 - Apr 2012 (1 year 6 months)
Delivered IT technical support and maintenance for business operations, handling hardware repairs, installations, and routine system upkeep.
Education
Degrees, certifications, and relevant coursework
Ian hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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