Ruby Kalam

Confident and dynamic Head of Service Desk with a broad and transferable skillset developed through diverse experience in IT, operations, recruitment, office management, and senior leadership. Proven success in transforming WWCS's Service Desk over the last four years - from external client to internal leader - offering a unique and holistic understanding of company operations. Strategic thinker with a strong background in analytics, people management, and operational improvement.

One of my key strengths is blending creative vision with technical insight to lead high performing team of techies, drive service excellence, and exceed performance targets. Backed by a degree in Psychology, combining interpersonal strength with analytical depth.

Head of Commercial Desk - WWCS Ltd

(2023-09)

• Lead and manage the service desk team (apprentices to 2nd line engineers), ensuring excellent day to day support, training & development.
• Collaborate with senior leadership to review KPIs, analyse service trends, and implement continuous improvements.
• Drive seamless operations for the public sector desk and act as an escalation point for clients and internal teams.
• Introduced and trialed new service delivery processes, including an improved phone queue call system.
• Develop KPI dashboards using CRM tools (Halo, ITGlue); previously utilised ConnectWise and BrightGauge for reporting and analysis.
• Oversee internal HR tasks, employee engagement initiatives, and monthly strategic planning meetings with stakeholders.

Service Delivery Manager - WWCS Ltd

(2022-07 - 2023-09)

• Managed service delivery aligned to SLAs and KPIs; acted as first contact for escalations.
• Triaged and monitored service desk tickets, ensuring efficient issue resolution.

Operations Assistant - WWCS Ltd

(2021-06 - 2022-07)

• Supported operational and logistical processes across departments.
• Provided project support and served as first-line service desk contact.

Office Manager - Rays of Sunshine Children's Charity

(2018-03 - 2021-06)

• Oversaw office operations, staff onboarding, and internal process improvements.
• Managed charity's relocation and coordinated DBS checks and training.

Office Manager & Receptionist - Octopus Group

(2017-08 - 2018-03)

• Maintained office facilities, health and safety protocols, and event planning.
• Supported senior leadership with travel coordination and diary management.
• Assisted in marketing initiatives, including social media campaigns.

Education Recruitment Consultant - Engage Education

(2017-03 - 2017-07)

• Managed school contracts and placed candidates into appropriate roles.
• Built and maintained client relationships and met placement targets.

Sales Advisor - ZARA

(2015-08 - 2017-03)

• Delivered excellent customer service, including online order handling.
• Resolved complaints.

BSc (Hons) - Psychology - University of West London (2011 - 2015)

A-Levels - Psychology, ICT, Business - Quintin Kynaston School (2003 - 2011)

GCSEs - 9 subjects including Maths, English, Science, Media - Quintin Kynaston School (2003 - 2011)