We chatted with Keith about his role, as we will with all the team here at Microtrading, so that you can get to know them a little better.
Hey Keith, so what are your responsibilities at Microtrading?
Well, as Service Delivery Manager, I’m responsible for a five-strong team of IT Support Technicians that deliver the day-to-day services our clients rely on.
This includes managing the ticketing system to ensure that we’re supporting our customers effectively and meeting our KPIs, handling escalations when tickets require it, and giving guidance to our engineers when they need it. I also take care of reporting on these elements and identifying areas for improvement.
Another area that I’m also involved in is the onboarding of new customers, which means that I touch upon some of Microtrading’s project work in addition to the day-to-day support of our clients.
What drives you in your role?
To me, it’s all about the customer. My goal is to improve what is already an excellent customer experience – maximising the number of tickets we can resolve quickly and effectively. I want to ensure that downtime is minimised for our customers, because I know the potential impact of lost productivity.
What experience do you bring to Service Delivery Manager?
I’ve spent most of my working life in IT. For the past 10 years, I’ve worked on IT service desks in a managerial position. Prior to that, my IT Manager roles and experience included both in-house IT departments and working in MSPs, like Microtrading, and these have enabled me to better understand the challenges that our clients face.
What do you do in your spare time?
Well, outside of work, my two young children tend to keep me very occupied. On those rare occasions where I do have some spare time, I like to play computer games.
Some words from Andrew Penlington
Andrew Penlington, Director of Microtrading, said: “Keith has been with us for around five months now and has really hit the ground running – with our customers and nurturing the IT support team.
“Service delivery is our absolute top priority. The quality of our customer experience has been a driving factor in the growth of the business, and we’ve gained numerous key accounts through recommendation by existing clients.
“As such, Keith is a vital part of our team – ensuring that we’re consistently meeting customer expectations and further developing the customer experience – one of the fundamental principles that has contributed to our success.”