Meet the Team – Service Support Manager

Posted on May 4, 2016

This month, Katie Noonan shares a typical working day, how her role has developed, where she started at ITS and what she does now.

How do you get the day started?

At 6:30am I start the day with a cereal bar and a red bull – I need the energy!

What is your role? How has it changed over time?

For the past three years I have worked very closely with our customers and suppliers. I have worked on various projects including marketing, procurement and customer service. ITS is such a dynamic place to work, as the business has grown my role and responsibilities have grown with it. I am now Service Support Manager which is role focused around excellent service and swift fault resolution. 

What does your role entail?

I manage the service desk including 1st and 2nd line support engineers. The service desk ensures that normal service operation is maintained and when an issue occurs our services are restored quickly with as little disruption to our customers as possible. I am responsible for keeping all support queues at a manageable level, ensuring we achieve SLA’s and maintain a good quality service for our customers.

What do like best about your role?

My role has its challenges and I certainly love a challenge!  I enjoy watching my team grow and receiving positive feedback from customers. I like being able to influence the quality of the service our customers receive.

Tell us something we would not know about you?

I didn’t speak a word until I was three years old… now I get accused of making up for lost time!

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