Michael Little

Led a team of 10 across 1st–3rd line support, chairing daily operational reviews and coordinating client, supplier, and technical escalations to maintain SLA performance and improve service experience. Developed ITIL-aligned service management documentation and governance reporting, driving continual service improvement and access governance initiatives.

Led the VIP Service Desk, delivering customer-centric support to senior public sector stakeholders and achieving 98%+ SLA compliance and 98.67% CSAT over 12 months. Improved first-time fix rates by 28% and reduced handling time per ticket by 35% by optimising workflows, coaching, and leveraging ServiceNow for performance reporting and knowledge management.

Improved operational workflow efficiency through process standardisation, documentation updates, and better coordination of senior leadership activity. Reduced meeting follow-up delays via improved action tracking and communication, cutting administrative workload by 15% while supporting high-priority stakeholder requests.

Managed high-pressure incidents, investigations, and public-facing service requests while maintaining accurate records, confidentiality, and professional standards. Proactively engaged stakeholders to reduce repeat incident rates and coordinated with partner agencies to resolve complex cases and manage escalation routes.

Managed and coached a team of 9 IT support technicians, delivering 1st and 2nd line support across multiple hospital sites and clinical environments. Increased SLA compliance by 15%, improved customer satisfaction from 84% to 96%, and reduced service request resolution times by 33% through workflow improvement, training, and service performance management.

Resolved incidents and service requests across Microsoft, Novell, VMware, and Active Directory environments, consistently exceeding SLA targets. Achieved an average incident resolution rate of 98% by applying effective troubleshooting and prioritisation, and reduced repeat incidents by 15% by identifying recurring issues and recommending process improvements.

Completed a Certificate of Higher Education in Digital and Technology Solutions.

Completed a Diploma in Policing.

Completed an NVQ Level 3 in Healthcare.

Completed a BTEC National Diploma in Uniformed Public Services.