Meet Andy: Head of Service at Everything Tech

Andy has brought both precision and personality to the forefront of IT support since starting his role as Head of Service at Everything Tech. A typical day for Andy is spent building strong relationships across the business, tackling technical support challenges, and refining service desk processes to prevent repeat issues. We spoke with him about what it really takes to lead a busy IT service desk, and how he unwinds when the tickets stop rolling in.

Can you give us an insight into what you do in your role?

My role is to lead our IT service desk teams to produce excellent customer service, whilst working with the service desk leadership team to seek continuous improvement and optimise IT service delivery.

What does a typical workday look like for you?

A typical day will consist of forging relationships within the business, handling any customer support escalations, and addressing pitfalls in our IT processes to ensure we don’t make the same mistakes repeatedly.

Do you have a go-to productivity hack?

Work to a zero inbox, schedule your work in your calendar, ensuring there are gaps between meetings (Coffee is important too). I have a steady to-do list in OneNote, and my biggest factor is my ‘shutdown routine’. This allows me to detach from the chaos of the day and look forward to preparing for tomorrow.

What’s something that you’ve recently learned that’s helped you in your role?

Small steps forward are still progress. I can be guilty of overthinking and stalling progression of things due to wanting to cover all bases. Then I heard a phrase, ‘There is only one way to eat an elephant – one bite at a time’. This has helped to change my perception and approach to problem-solving within IT operations.

What’s the most rewarding part of working with the Everything Tech team?

The drive and desire to achieve. The team are passionate about working here and we all work together to strive for scalable growth, providing progression for the techs in their careers and the open honest relationships that are being built.

Are there any upcoming projects that you can share?

I am in the process of ensuring that our service desk team has a scalable IT support model in place for any future acquisitions. This will allow us to seamlessly transition any new business that joins us at Everything Tech, ensuring that onboarding and service continuity are smooth and efficient.

How do you spend your time outside of work?

I have a very unique set of hobbies that range from NFL and Football to trading card collecting and gaming (PS5/Switch2/PC). I do tend to drift between interests and find that I can usually relate to most people with at least one hobby, and find this a great way to build relationships.

Interested in joining the Everything Tech team?

Find out more about our latest IT support and service desk roles here: everythingtech.co.uk/careers