Service Desk Manager

Bobby – Service Desk Manager


Please describe your role in ACL.

“I have been with ACL for almost 19 years. As a Service Desk Manager, I am responsible for the provision and support of IT services to ACL and its customers. I also look after IT Projects and manage suppliers for Infrastructure, communication and IT security. I manage ACL’s IT support analyst and work closely with SCORE group as well as engage in groups across ACL like the Social Committee.”

What does a typical day look like to you?

“My days are varied depending on the demand of the business. It can range from 2nd/3rd line Technical Support to building a new infrastructure network for an airport alongside data analytics for provisioned services as well as training and security audit. Some days are taken up entirely by project work, so I work very closely with IT Support Analyst to make sure the day-to-day customer service and support is always maintained to a high standard.”

What’s your favourite part about working here?

“My favourite part of the job is its diversity… No one day is the same and challenges we face are always intuitive and interesting. The people we work with make it a great environment show your capabilities and skills.”

Describe a memorable time at ACL

“The charitable and social events are almost always the most memorable. One that springs to mind is when I shaved off my manager’s head for charity in the middle of the office during lunch time… a lot of money was raised by ACL staff who individually sponsored him to do the daunting task. Another event that is most memorable is the Christmas parties where we had to dress up for the event. “

Do you have any advice for a new starter?

“Feel free to share, communicate your thoughts and engage in whatever task you feel you want to do (Social or Business) besides your normal working activities. Most of all, enjoy your environment with others in the company regardless of their position or location.”


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