Adam is the Service Manager here at Superfast IT. He is responsible for the day-to-day service delivery, ensuring all client IT problems are dealt with quickly and efficiently, to keep their businesses running smoothly.
We asked Adam a few questions:
How long have you worked at Superfast IT?
I started at Superfast IT 8 years ago as an apprentice and have worked my way up through the ranks.
What are your day-to-day tasks as an IT Service Desk Manager?
I manage a team of 6 people who I am sure you have spoken to at some point if you have had a problem with your computer!
I strive to get the best out of my team, ensuring they are well equipped to provide fantastic customer service and swift, hassle-free resolutions to IT issues.
We know that our clients care about maintaining productivity, quick resolutions with minimal disruption. They want to have a conversation with a human at the end of the phone rather than a techie ranting technical jargon; this is the customer experience we aim to provide.
I wear many hats across all areas of the business. As well as checking the quality of the service, I am responsible for developing and improving internal business processes & procedures to enable us to be more efficient and provide a better service to our clients.
How do you maintain relationships with clients?
I carry out regular check-in calls with clients to maintain and build relationships. These calls give me an insight into that client’s business which allow us to tailor our service offering to fit their business needs. I make recommendations where necessary, including replacing older equipment and implementing new business systems, which helps that business be successful through the use of their IT.
What does it take to be a successful Service Manager?
I really enjoy coming to work each day, tackling the various challenges in the role which help me develop personally and professionally. I am a patient and positive person, traits which are crucial when dealing with frustrating computer problems!
Tell us about yourself outside of work?
In my personal life I am a keen gamer and enjoy playing Counter Strike and League of Legends.
I also enjoy cooking which is a hobby I gained during lockdown, my favourite dish I like to cook is Jambalaya but I am more than happy with beans and toast if I can’t be bothered to get the saucepan out!
I have recently purchased my first home which dragged on for over 8 months, despite this it is nice to finally be out of my mum’s spare room!
Would you like to speak to Adam?
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