Technical Support Operations Manager at Clays (2024-10 – Present)
- Lead technical operations across four UK venues, ensuring the reliability and availability of business-critical systems.
- Manage and mentor a team of technical support engineers, improving team capability, service quality and operational consistency.
- Plan, build, configure and deploy PCs, peripherals, networking equipment and technical infrastructure for new venue openings.
- Delivered technical infrastructure for new venue launches, coordinating installations with operations teams, suppliers and third-party vendors.
- Designed and developed internal automation tools and web applications using React.js, JavaScript, HTML and CSS, reducing manual administrative work and improving operational workflows.
- Introduced and maintained structured inventory management processes to improve equipment tracking and stock control.
- Developed technical documentation, SOPs and support procedures that improved onboarding and standardised operational practices.
- Supported business growth by troubleshooting complex hardware, software and infrastructure issues while maintaining high system availability.
- Worked closely with senior management to identify operational trends, report recurring technical issues and recommend infrastructure improvements.
Technical Support Engineer at Clays (2023-01 – 2024-10)
- Delivered second-line technical support across multiple business locations.
- Diagnosed and resolved hardware, software and application issues, ensuring minimal operational disruption.
- Worked closely with software development teams to identify bugs and improve user experience.
- Installed, configured and maintained end-user devices and business systems.
- Produced technical documentation and contributed to continuous service improvement initiatives.
- Assisted with technical planning and preparation for business expansion projects and new venue openings.
Hybrid Technical Support at Clays (2022-04 – 2022-12)
- Delivered first-line technical support for hardware, software and end-user issues.
- Configured new equipment and supported company-wide system deployments.
- Maintained high customer satisfaction through efficient incident resolution and excellent communication.
- Built strong technical foundations in troubleshooting, deployment and customer support.
Hospitality & Front of House at Various (2016-01 – 2021-12)
Worked across leading hospitality venues including Locke at Broken Wharf, Cubana and Rainforest Café. Developed strong leadership, communication, customer service and problem-solving skills within fast-paced, high-pressure environments.
