James Pitman

Service Desk Team Leader

Actively looking · Member since 10 Apr 2025

Message

Location: Thailand

Desired salary: Unspecified

Work preference: Full Time

Experience level: Not set

About

Professional summary

I am a seasoned IT Support Team Leader with over 5 years of experience in technical support, IT infrastructure, and end-user services. I hold certifications in ITIL Foundation and CompTIA A+, and have extensive hands-on experience with Active Directory, Microsoft Intune, M365, and asset management tools like Topdesk and Desktop Central. My responsibilities have included both 1st and 2nd line support, often taking on senior-level tasks in dynamic, high-demand environments.

While I prefer remote work for its flexibility and focus, I also value the opportunity to collaborate in-person and build strong team relationships in an office setting. I am actively seeking new opportunities with companies open to remote work or hybrid models, and I am looking to relocate to Thailand with employer sponsorship.

Skills

3 capabilities

Experience

Career history

Service Desk Team Leader The Royal British Legion

April 2023 – Current position

• Led a diverse team of 6 analysts providing 1st/2nd line IT supporting 1800+ users across remote and onsite environments
• Took part in major incident response and service recovery
• Handled complex escalations including networking, security incidents, and system outages.
• Created technical documentation and user guides for team training and self-service.
• Mentored analysts on cybersecurity best practices and troubleshooting procedures.
• Oversaw daily task management, ticket triage, and SLA adherence

Support Analyst (IT Technician) The Royal British Legion

2019 – 2023

• Delivered remote and on-site technical support for 1,800+ users and volunteers.
• Used tools like Active Directory, M365 Admin Centre, Entra, Intune, MS Defender, Oracle Service Cloud and SCCM
• Resolved issues involving hardware setup, account management, connectivity, and security
• Assisted users across a wide spectrum of IT needs including SharePoint, OneDrive, Teams, and network-related issues
• Played a key role as a Digital Champion during the transition to M365 cloud services
• Implemented IT service improvements, including user onboarding and offboarding processes

Field Service Technician eGym GmbH

2018 – 2019

• Installed and maintained smart fitness equipment for commercial clients
• Worked with VLANs, VPNs, firewalls, and virtual WiFi networks
• Conducted routine maintenance, upgrades, and real-time troubleshooting in the field
• Handled logistics, spare parts orders, and liaised with back-office engineers for fast resolution
• Built strong rapport with clients through on-site support and clear technical explanations
Please refer to my LinkedIn profile for additional details regarding my work in technology, engineering and teaching.