This document provides a summary of Phillip Hall's experience as an IT Manager with over 22 years of experience managing IT support teams in various sectors. It outlines his most recent role as 1st/2nd Line Support Manager at Whittington NHS Hospital where he manages a team of 22 staff supporting 6000 users. Previous roles included Helpdesk Manager positions at Kingston Borough Council and Kingston University where he managed teams of 13 and 6 staff respectively. It also lists his technical skills and expertise in areas such as ITIL, Windows infrastructure, desktop support, and network infrastructure.

1. Phillip Hall Email: phillipfhall@gmail.com Mob: 07802 754030
An IT Manager with over 22 years of technology support experience in public, private and financial
sectors.
Current: 1st/2nd Support Manager – Whittington NHS – 22 Staff - Contract to Perm Role
Previous: Helpdesk Manager – Kingston Borough Council – 13 Staff – Contract Role 2 years
Previous: Helpdesk Manager – Kingston University – 6 Staff – Contract Role 1 year
Previous: Desktop Manager – INVESCO Perpetual – 14 Staff – Permanent 3.5 Years
KEY SKILLS
 Expertise in directing ICT support projects that optimise organisational processes, systems,
and infrastructure to maximise results.
 Appraise, recruit and mentoring teams, ensuring best practice implementation &
management.
 Service Request and Fulfilment Solution
 Incident Management Solution: Communicating progress via Intranet bulletin boards and Self-
Service Portals
 Problem & Major Incident Management Solution.
 Supplier management and Service reviews
 Possess broad knowledge of technologies, ICT support processes and management
expertise.
MANAGEMENT EXPERTISE
 Cross-functional ICT Support Team Leadership
 Strategic Planning and Leadership
 Efficiency Improvement of Operational Processes
 Incident & Problem Management Solution
 Request Fulfilment and Service Reporting
 Ability to Motivate Staff to Set Targets
 Workload automation
 Appraisals, Recruiting and Staff Coaching
 Negotiation, Persuasion and Communication
 Third Party and Vendor Management
TECHNICAL EXPERTISE
 ITIL V2: IT Service Integration & Management Solution – Not Accredited
 Hardware: Dell laptops, desktops, workstations. Managed print services
 Windows Infrastructure: Server 2008, Windows 7, XP, Microsoft Exchange 2010 &
Workstation, Microsoft Active Directory administration, Group Policy Objects, Organisational
Unit and Security Groups, MS Office 2010.
 Desktop Support: Windows Image Installation, Software Installation, User Support and
Custom Applications.
 Network Infrastructure: Working knowledge of Switches, Routers, and VLAN.
 Mobile and Remote technology: Home workers, Mobility devices i.e. iPhones, I pads,
android.
November 2016 – Current Whittington NHS Hospital

2. Position Service Support Manager
Clients 6000
Staff 22
Summary Description
As the 1st & 2nd Line manager I have responsibility to ensure we provide the best service to our end
users as possible. Forging key stakeholder relationships is critical to ensure I understand how we
affect end patient care. My role is to ensure the Service support staffs has structure, direction,
involvement and management. I manage Whittington Health which includes over 50 community based
locations with a team of 5 field based engineers.
Key activities listed below:
 Review Current Helpdesk software and bring up to date following a SaaS path.
 Ensure we speak and move within an ITIL Framework.
 Incident, Problem manager, escalation manager.
 Owning the Vendor relationship and continued harnessing to improve our services and
reduce costs.
 Assist technical services in driving the desktop and end client device standards.
 Ensure we are proactive and visible to our users, partnering there needs not hindering their
requests.
 Align our support services to the technology used and align support, i.e. more mobility
technology means a different model of support.
 Manage all staffing activities, hire, coach, mentor and training. Ensure we are affective in our
numbers by structuring a flexible support model.
 Review and bring into line all processes i.e. new Hire, leavers.
 Ensure processes are created, reviewed and improved.
 Work with the business as their voice for IT issues and represent IT in the business.
 Partner work with all other senior IT managers to deliver raised service.
 Be part of the culture of change, attending CAB and project reviews.
 Weekly / monthly reporting. Reviews SLA’s and amend were required.
 Move the team from Good to Great.
 Instigate Continuous Improvements.
I am establishing changes in our approach across the Support teams and working within IT to
establish change. Understanding the data and setting up a Continuous Improvements programme is
essential to reducing call volumes. Moving the team from reactive to proactive resolution of incidents
as well as maintaining OLS’s for internal request based tickets has enabled a higher level of service
to the business.
CAREER HISTORY
Contract November 2014 – September 2016 Kingston Borough Council
Position Service Desk Manager
Clients 2,500
Staff 14
Summary Description
My contract role at Kingston & Sutton Civic offices is to manage the day to day 1st line Service Desk
activities. The offices are undergoing major changes with Google Apps, Gmail, VDI Desktop and new
ITSM service application. I will be managing the daily activity and ensuring a transition process from
project to BAU activity causes minimum pain to the client base.
Contract January 2014 – October 24th 2014 Kingston University

3. Position Service Desk Manager
Clients 10,000
Staff 6
Summary Description
My contract role at Kingston University is to manage the day to day 1st line Service Desk activities.
The team have been undervalued and under resourced; with a lack of infrastructure spend. My joining
is the first step in bringing the service desk into an ITIL framework, coach and lead the staff and
improve all client satisfaction services. I am working with the full time service desk manager who is
implementing a new Helpdesk system, voice system and web portal and ITIL Processes
Full Time - May 2011 – December 2013 InvescoPerpetual UK
Position UK&I Desktop Manager
Clients 1200
Staff 11
Summary Description:
I have responsibility as the line manager for 2nd line directly and dotted line responsibility for the 1st
line service desk as their global manager is US based, so drawing on my experience of Helpdesks I
was asked to also take on this role.
To manage the overall operational activities within UK&I. To ensure that the highest levels of client
service and support are maintained at all times, whilst meeting and aiming to exceed agreed Service
Level Agreements and Key Performance Indicators.
Work within a global peer group ensuring deliveries of new processes and policies, technical updates
are delivered within a global standard but taking into account local differences.
Lead my desktop staff to move from Good to Great, be proactive and look at continuous improvement
ideas at each opportunity when dealing with our clients.
Ensure our VIP clients have their requirements and needs tended to; especially ensuring that while
travelling their technology needs have been captured and catered for while being their direct contact
and point of escalation.
Primary Duties/Responsibilities:
 To provide effective leadership of teams through the use of appropriate management strategies
including effective communication, performance management, training and development
programs, and coaching and motivational techniques, in order to achieve business plans and
objectives.
 To make effective contributions to the Company’s Desktop Strategy and in particular manage
Service Level Agreements in line with desktop service deliverables. To also ensure that these
agreements are maintained, remain organic to reflect business driven changes and encompass
the buy-in from our client base, by effectively improving, developing and managing the
relationships held with third parties, clients and internal departments.
 To proactively provide excellent and improved services to our client base by managing client
expectations at an agreed level, regularly reviewing service delivery by means of service level
review meetings.
 To make proactive, effective contributions to problem management, investigation and analysis of
IT Services statistics and reports, providing trend analysis and root cause analysis where
appropriate in order to improve service levels and minimize disruption to the Client base.
 To manage the day to day operational activities of the Desktop Services teams, ensuring the
teams respond to client queries and requests for assistance promptly and effectively in
accordance with agreed service standards. Investigate any complaints accordingly; ensuring
they’re satisfactorily resolved and long-term corrective action/prevention has taken place.
 To assume the role of ‘Escalation Manager’ where appropriate, i.e. to ensure the achievement of
SLA standards, for Disaster Recovery, Business As Usual, Business Recovery, Out of Hours and
any issues relating to Business Critical Applications.

4.  To provide a technical and process touchstone for all members of the Desktop Services teams,
offering technical/procedural advice and assisting in technical/process implementations. When
required by Senior IT Management, co-ordinate and, if necessary, deliver training, development
and technical/procedural input relating to IT projects.
 Manage vendor relationships and perform service level reviews.
 Deliver technology projects or products delivered to our clients. Ensure client satisfaction and
training materials were possible.
 Feed into the budget responsibilities ensuring our Desktop roadmap is adhered to and kept
refreshed were needed.
 To successfully deputize in the absence of the Regional Desktop Services Manager.
 To ensure all documentation and procedures within the Desktop Service teams are observed, up-
to-date and relevant.
 Represents the IT Services department at team meetings and/or planning sessions.
 Keeps abreast of current developments and trends in information technology through networking,
continuing education and industry/technology publications.
 To effectively champion and drive through quality service delivery, ensuring all IT touch-points
perceive the Desktop Service teams to be the benchmark for Excellence.
Contract - April 2008 – May 2010 Institute Of Cancer Research
Position Desktop Manager Users 1200 Staff 17
Contract - June 2004 – August 2004 Barclays Capital – Canary Wharf
Position Head of Desktop Support
Users Supported 4500 UK and Europe
Staff 3 Direct Reports + 37 Staff
Full Time - September 1998 – April 2004 Goldman Sachs
International
Position Firmwide Support Manager
Users Supported 5000+ Hardware & Software
TECHNICAL & PROFESSIONAL TRAINING
ITIL V3
Windows NT Workstation & Server Windows XP/7
Exchange 2000 MS Outlook
MS Office Remedy
ACD Technology Citrix
Google Apps Laptops, PDA’s,