Jack’s progression through an award-winning IT Team

Want the inside scoop on what it’s like to work within our award-winning IT team? We caught up with Jack, IT Asset & Configuration Manager, about what it’s like working in the Services and Support team, what he enjoys most about his role and his recent promotion.

1) Why did you join the company?

Having been with my previous company for 12 years, I felt I was ready for a new challenge. When the opportunity to work at M&B presented itself, I joined the company as a contractor on the Service Desk in November 2017. Since then, I progressed to an IT Asset & Configuration Manager, and have recently been promoted to a 2^nd Line Support Manager.

2) What is the best thing about working in an award-winning IT team?

The challenge and the people. The role constantly throws new challenges at you, whether that be issues at the outlets, or issues with the ServiceNow platform. It sounds cliché, but no two days are the same and I love the variety. The Service & Support team are also fantastic, there's always someone to ask, someone to talk to and someone to laugh with when needed.

3) What does an average day at work look like for you?

Good question, I’m not sure an ‘average day’ is a thing anymore! Over the last year my average day has changed completely, having to get used to managing my time, remaining highly motivated whilst working from home with a limited team and extra responsibility has been a challenge I have enjoyed. This involved having to cover Change Management, ServiceNow Administration alongside my own role, so any given day I could be hosting our CAB (Change Advisory Board) meetings, working closely with vendors to ensure our Asset databases align, or I could spend time writing code/workflows to help improve our ServiceNow platform.

4) What do you love most about your job?

Whilst I enjoy all aspects of my role, I feel real sense of achievement when I am enhancing the current processes and platform for a smoother running service.

5) How do you spend your time when you're not at work?

Over the last 12 months, by doing not a lot! But in a pre & post lockdown world I enjoy concerts, making sure I go to as many as possible, I also enjoy the cinema, meals out and gaming. Along with spending time with family and friends.

6) Would you recommend an IT job at M&B?

Yes! I thoroughly enjoy my job and I would stress to anyone looking for a role in IT at M&B, that the people really helped me make the best out of my role. It is a great team to work with, and the management are very appreciative and encourage personal development. The opportunities to progress are great too. I’ve recently been promoted to a 2^nd Line Support Manager, which will be my third role with M&B within four years.

7) Congratulations on your promotion! What are you most looking forward to in your new role?

I haven’t been involved in Incident Management for a couple of years, so it will be good to be back on that side of the desk. The 2^nd Line Team also consists of 10 people, so it will be great heading up such a big team. I’m excited to streamline current processes and create some automation to aid in quicker incident resolutions.

 8) What would you say to anybody considering applying to your former IT Asset & Configuration Manager role?

The role was great for me, it opened doors to many other teams and skill sets. With the role you are required to cover the Change Manager when they have annual leave, which keeps the role interesting as well. You get to work with different vendors and internal teams to ensure the CMDB is up to date and accurate. It was a great step in my IT career, and I would highly recommend the role!

Are you an IT professional looking for a fresh start? You can find out more about working in our I.T department here or explore our latest head office opportunities.

Want to find out more about our IT roles? Catch up with David, one of our Solutions Architects, about how he found working within our IT team throughout the pandemic.