Open to opportunities

Tiago Aguiar

@tiagoaguiar

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Experienced IT Support Manager with a passion for service excellence.

United Kingdom

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What I'm looking for

I am looking for a role that fosters collaboration, encourages innovation, and offers opportunities for professional growth.

I am an experienced IT Support Manager with a proven track record in leading IT operations and support teams across various locations. My career has been marked by successful management of both external Managed Service Providers (MSPs) and internal IT teams, ensuring smooth service delivery and high-quality support. I excel in overseeing IT assets, streamlining user lifecycle processes, and managing ticketing systems and ITSM platforms, all while maintaining a hands-on approach to deliver projects and day-to-day tasks.

My passion lies in driving continuous improvement and collaborating with cross-functional teams to support business projects. I focus on security, efficiency, and performance to optimize IT operations and help achieve business goals. Notable achievements include leading IT projects that enhanced accessibility and collaboration through cloud migration, as well as implementing process improvements that significantly increased service efficiency and user experience.

Experience

Work history, roles, and key accomplishments

IT Support Manager

Babington

Apr 2024 - Apr 2025 (1 year)

Led the IT Support department and Technicians team, setting objectives and driving service performance across the business. Managed and collaborated with the MSP to ensure efficient issue resolution, SLA adherence, and seamless service delivery.

Azure Intune Datto RMM Jira IT Asset Management Security Best Practices Cyber Essentials

IT Support Manager

Beavertown Brewery

Sep 2022 - Apr 2024 (1 year 7 months)

Owned and managed the partnership with the MSP, ensuring aligned, high-quality IT support delivery and adherence to SLAs. Led and mentored IT Support Coordinators, fostering strong team performance and effective collaboration.

IT Project Management GDPR Compliance SharePoint)

IT Support Manager

QA Ltd

Jul 2021 - Sep 2022 (1 year 2 months)

Managed a multi-site IT Support Technician team across QA Higher Education campuses, ensuring consistent service standards. Delivered and supported IT projects for classroom and remote learning, including network infrastructure setup and PC imaging.

Multi Site Management Academic Software Support Network Infrastructure Jira ServiceNow Project Management GDPR

IT Support Technician

QA Ltd.

Sep 2019 - Jul 2021 (1 year 10 months)

Conducted regular deployment planning exercises to mitigate or escalate any foreseeable issues. Supported IT project delivery as directed by management, including field-based initiatives across QA Higher Education centres.

Deployment Vendor Technologies Jira ServiceNow

Level 2 Engineer (Sony)

Ingram Micro

Provided Level 2 engineering support for Sony products. Managed and resolved complex technical issues, ensuring customer satisfaction.

Technical Support Troubleshooting Customer Service Sony Products

Training Centre Administrator

QA Ltd

Administered training centre operations, including scheduling and resource management. Supported the smooth running of educational programs.

Administration Scheduling Customer Service

Receptionist and Administrator

Aqualab Lda

Managed reception duties and provided administrative support. Handled customer inquiries and maintained office organization.

Administration Customer Service Office Management Communication

Receptionist

Hotel Balaia Mar

Performed reception duties, including guest check-in and check-out. Assisted guests with inquiries and ensured a positive experience.

Customer Service Hotel Operations Communication

Education

Degrees, certifications, and relevant coursework

Migabytes Informatica

IT Technical Apprenticeship, Information Technology

Completed an IT Technical Apprenticeship, gaining foundational knowledge and practical skills in IT. This program provided hands-on experience in various technical aspects.

Escola Secundaria de Albufeira

Ensino Secundario, General Studies

Grade: 14/20

Achieved a final grade of 14/20, equivalent to UK A-Levels. Demonstrated strong performance in English as a Foreign Language (17/20, equivalent to A) and IT Foundation (18/20, equivalent to A).

ITIL Certification

ITIL® V4 Foundation Certificate in IT Service Management, IT Service Management

Obtained certification in ITIL® V4 Foundation, demonstrating proficiency in IT service management principles and practices. This certification enhances understanding of IT service delivery and support.

Managing Technical Teams Course

Managing Technical Teams, Team Management

Completed a course on Managing, Leading, and Personal Effectiveness based on the SDI 2.0® model. This training focused on enhancing leadership and team management skills within a technical environment.