Open to opportunities

Samuel Williams

@samuelwilliams

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Dedicated IT professional with expertise in technical support and management.

United Kingdom

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What I'm looking for

I am looking for a role that offers opportunities for growth, collaboration, and impactful projects.

I am a dedicated and versatile IT professional with a strong background in technical support, systems administration, and team management. I have a proven track record of implementing process improvements, leading projects, and fostering cohesive teams in fast-paced environments. My adaptability and proactive approach to problem-solving have been demonstrated through successful transitions to remote work and leadership roles.

As the Helpdesk Team Manager at NCO Europe, I lead the internal IT Service Desk team, managing technical support delivery and incident coordination. I have introduced a personal development program and automated self-service tools that significantly reduced service wait times. My commitment to continuous learning and delivering impactful results drives my passion for both technical and managerial capacities.

Experience

Work history, roles, and key accomplishments

Current

Helpdesk Team Manager

Current

NCOEurope

Mar 2023 - Present (2 years 5 months)

As Helpdesk Team Manager, I lead the internal IT Service Desk team, managing technical support delivery, resource planning, and incident coordination across a fast-paced enterprise environment. I am the named Major Incident Manager within the organisation, responsible for triage and structured responses to high-impact issues.

Team Leadership Project Management Service Delivery Incident Management Policy Creation Compliance Change Management Stakeholder Engagement

Current

Helpdesk Team Manager

Current

NCO Europe

Mar 2023 - Present (2 years 5 months)

Led the internal IT Service Desk team, managing technical support delivery, resource planning, and incident coordination. Served as the named Major Incident Manager, responsible for triage and structured responses to high-impact issues.

Team Leadership Incident Management Service Delivery ITIL Performance Management Stakeholder Engagement Asset Management Policy Creation Process Improvement

Service Desk Technician

NCO Europe

Oct 2020 - Mar 2023 (2 years 5 months)

Provided 1st and 2nd line technical support to over 400 users, resolving tickets across Active Directory, Office 365, and device management. Played a key role in a company-wide migration to Microsoft Office 365 and managed the deployment of over 1500 devices.

Technical Support Office 365 Active Directory Device Management Google Admin Console Troubleshooting User Support Communication

Service Desk Technician

NCOEurope

Oct 2020 - Mar 2023 (2 years 5 months)

As a Service Desk Technician, I provided technical support across the organisation, resolving a wide range of hardware and software issues while contributing to major infrastructure upgrades and business-critical IT projects. I developed a strong foundation in enterprise IT operations, user support, and systems administration.

Technical Support Office 365 Device Management Asset Management Communication Stakeholder Engagement Active Directory SharePoint)

Payment Queries Officer

NCO Europe

Mar 2020 - Oct 2020 (7 months)

Processed, allocated, and reconciled customer payments with accuracy, ensuring compliance with Financial Conduct Authority regulations. Successfully transitioned to a fully remote setup during the onset of the COVID-19 pandemic, demonstrating adaptability and self-motivation.

Payment Processing Regulatory Compliance Root Cause Analysis Customer Service Remote Work Attention To Detail Process Management Confidentiality

Payment Queries Officer

NCOEurope

Mar 2020 - Oct 2020 (7 months)

Initially, I joined NCO Europe as a Payment Queries Supervisor. This role developed my attention to detail, regulatory compliance awareness, and process management skills.

Payment Processing Investigation Regulatory Compliance Process Management Financial Conduct Authority Customer Service Attention To Detail

Education

Degrees, certifications, and relevant coursework

LearnTech Apprenticeships

BCS Application Support Lead, Application Support

2023 - 2025

Grade: Merit

Completed the BCS Application Support Lead program through LearnTech Apprenticeships, achieving a Merit grade. This program enhanced my skills in application support, preparing me for leadership roles in IT service delivery.

LearnTech Apprenticeships

Application Support Lead, Application Support

2022 - 2025

Grade: Merit

Successfully completed the BCS Application Support Lead program through LearnTech Apprenticeships, achieving a Merit grade. This program enhanced my skills in application support, preparing me for advanced roles in IT service management.