Lee Murdock

A customer-focused Technical Support Leader with extensive experience prioritizing varied workloads, optimizing operations, and managing high-performing teams. Proven track record of aligning cross-functional teams to drive customer success, retain high-risk accounts, and significantly boost client satisfaction. Passionate about leveraging cutting-edge technology and AI workflows to automate processes and foster a collaborative, high-achievement team culture.

Software Technical Support / Customer Support Manager at The Access Group UK (2006-03 – Present)

• Manage the Systems Support Team on an operational basis, reporting directly to the Head of Legal Support.
• Oversee day-to-day management, performance tracking, training, and mentoring for a team of 12 staff members to drive core customer success objectives.
• Provide cross-functional guidance to align sales, account managers, engineers, and product teams, successfully retaining dozens of high-risk client accounts.
• Spearhead proactive customer success initiatives, including customer self-serve platforms, resulting in faster resolution times and the highest satisfaction scores in the division.
• Act as the primary escalation point for complex account queries and client complaints, partnering with sales and account managers to secure long-term client retention.
• Oversee application and system life-cycles in strict compliance with client Service Level Agreements (SLAs), consistently achieving 1st and 2nd response times in the high 90th percentile for five years.
• Design and implement advanced technical solutions to resolve complex client account issues efficiently.
• Represent the internal team as a professional role model during remote channels, face-to-face meetings, and email communications.
• Partner closely with the HR Advisor to manage end-to-end recruitment, interviewing, and onboarding processes for the department.
• Lead high-priority, strategic departmental projects in direct alignment with the Operations Director.
• Integrate advanced AI systems (including Microsoft Copilot, Claude, and Google Gemini) alongside internal software to automate ticket summaries, draft technical guides, and build system proposals.
• Drive customer development by gathering client feedback to identify innovative roadmap improvements and deliver added value.
• Serve as the central liaison point across Systems Support, Engineering, Programming, Development, and Cashier Support teams.

Team Leader / Technical Support at Atlas Internet Advanced Solutions (2001-03 – 2005-11)

• Led 1st and 2nd line technical support teams for an independently owned ISP serving over 5,000 customers in a fast-paced, high-pressure environment.
• Coordinated, prioritized, and delegated daily duties for the 1st line Support Team to maintain a fierce customer focus.
• Provided comprehensive telephonic support across diverse technical issues, advising clients on internet and hardware setups.
• Organised team query workflows and systematically reviewed departmental best practices to boost efficiency
• Reported directly to the Technical Director on operations, identifying areas of development and executing operational solutions.

Diploma in Art & Design – Tower Hamlets College

Business & Administration Certification – Sight & Sound Education

GCSEs – Cardinal Pole Secondary School