Digital Employee Experience
A green dashboard can sit next to a bad Monday morning. I design service and endpoint work around how it actually feels to get on with your job, and check that against what the KPIs say.
IT Leader · Service Management · Modern Workplace
Making enterprise tech feel human
I lead IT service and support operations across the UK, EMEA and APAC, around the clock. I care about workplace technology that is secure, reliable and easy for people to use.
About
I'm an IT leader with 13+ years in IT support, systems, networking and infrastructure. I've led multi-country teams since 2021, and as Service Desk Lead I now lead service desk and technical support specialists across the UK, EMEA and APAC for a 24/7 global business. Root cause analysis with Engineering, Network and Security cut our recurring incidents by 35%, and availability held at 99.9%.
My work sits between people, process and platform: incident, problem, change and request management to contracted SLAs, major incident response, vendor management and continual improvement. I report first contact resolution, CSAT and volume to senior leadership alongside the trends behind them, and I back that with hands-on work in Intune, Autopilot, Jamf, Entra ID and Microsoft 365.
I stay hands-on. I read logs and API calls, reproduce faults before I escalate, and write the PowerShell, Python and Bash that take repetitive work off people.
On the security and network side, I work with Meraki and Aruba networking and Sophos. For endpoint detection and response I have used CrowdStrike, Trellix and Carbon Black. For zero trust I work with Cloudflare, and I helped with the recent deployment and the migration to it from Cisco Umbrella.
- IT service desk leadership
- ITIL / CSI
- Major incident management
- ServiceNow / Jira SM
- Modern Workplace
- Intune / Autopilot
- Jamf
- Entra ID / Conditional Access
- Identity & access management
- Microsoft 365
- Endpoint security / EDR
- Networking (Meraki / Aruba)
- Zero trust (Cloudflare)
- Automation (PowerShell / Bash / Python)
Focus
What I care about, and the same themes I write about on the blog.
Identity without the grind
MFA, Conditional Access and joiners, movers and leavers done well: secure by default, with as little friction as I can manage.
Global service leadership
Teams across the UK, EMEA and APAC need clear owners, shared standards and handoffs that carry the whole story, and a ticket number alone doesn't.
Automation as empathy
Workflows that take the pain out of provisioning, compliance and repetitive work, so people can spend their time on problems that need a person.
Experience
Highlights from my career, and a full CV is available on request.
-
- Lead a team of service desk and technical support specialists across the UK, EMEA and APAC on a 24/7 model. I set priorities, coach on case quality, and act as the senior escalation point.
- Own the Jira Service Management queues, routing, SLAs and escalation paths, and report volume, resolution time, FCR and CSAT to senior leadership.
- Run major incident response from triage to post-incident review, with on-call escalation through PagerDuty.
- Cut recurring incidents by 35% through root cause analysis and problem management with Engineering, Network and Security, while sustaining 99.9% availability.
- Cut device provisioning time by 70% with Intune and Autopilot zero-touch deployment, backed by PowerShell, Python and Bash automation.
- Built API integrations connecting Jira and Jamf with Active Directory and HR systems.
- Write the runbooks and knowledge articles that raised first contact resolution.
- Support identity and endpoint security across Entra ID (Conditional Access, MFA, SSO), Intune, Jamf, Defender for Endpoint and Microsoft 365.
- Work with Meraki and Aruba networking and Sophos, and support EDR across CrowdStrike, Trellix and Carbon Black.
- Helped deploy Cloudflare zero trust and migrate to it from Cisco Umbrella.
- Cover regional vendor and smart-hands governance, and the meeting-room and event AV estate (Teams Rooms and Zoom Rooms).
-
- Supported Fellows, academics and researchers of every technical confidence, where reliability is part of the scholarly experience.
- Administered identity and authentication services and multi-site fibre networks, and served on the cyber security incident response team.
- Looked after Teams Rooms, enterprise AV and lecture capture.
- Helped complete the network for a new campus build in 2023, configuring switches as part of the rollout.
- Managed networks and access across college buildings in Cambridge, connected through the Cambridge University Data Network (CUDN).
-
- Managed multi-country IT support across time zones, owning escalations, vendor relationships and deliverables, and keeping customers informed.
- Implemented security policies and network monitoring.
-
- Sustained 99.5% uptime for critical healthcare systems, with secure VPN access for 200+ users and internet failover.
- Led the organisation to full NDPR data protection compliance certification.
-
- Improved customer satisfaction by 28% by optimising incident and change workflows to contracted SLAs for several enterprise clients.
- Remotely led delivery of Lagos State Government's first COVID-19 emergency response centre.
-
- Owned infrastructure and end-user support across a multi-site operation, including budget, vendors, SLAs and the asset lifecycle.
- Led a regional IT team and built a support function recognised as a benchmark inside the wider group.
- Ran Zabbix monitoring and moved the team from reactive firefighting to proactive service management.
Writing
I write about what I've learned running service desks: identity, employee experience, and the gap between green SLAs and happy users.
Good places to start: RCA That Actually Cuts Recurrence, When Green SLAs Still Mean Angry Users and The First 90 Days as an Outsider Leader.
blog.chido.meContact
Happy to talk about IT service management, service desk leadership, or Modern Workplace work.