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Written by Andréa Williams, Head of Marketing
We are delighted to welcome Lewis McManamon to the Retail Assist team!
Lewis joins the Help Desk as Service Delivery Manager. This week, we caught up with him to talk about his new role, his background and what he loves about working with the Retail Assist team.
I joined Retail Assist in December from Frasers Group. I worked there as Service Delivery Manager and previously Group IT Support Manager. At Frasers I managed seven service desks across six different locations.
So far I’ve been looking at how the Help Desk operates so that I can understand the processes and tools that my team use, keeping an eye out for any opportunities to improve quality and efficiencies. Day-to-day, I manage the daily operations of the Help Desk. I make sure that the Help Desk team have the correct resources to ensure service levels are met and SLAs maintained.
My team includes Service Delivery Leads and Client Lead Analysts who I make sure are happy and supported. They’re all great people who already provide exceptional service levels and consistently exceed customer expectations, I’m excited to see what more they achieve!
I’ve loved meeting all kinds of different people, some who are even based in different countries. Everyone has been so welcoming, and it has been such a positive experience. I was delighted with how Retail Assist overcame the challenges of virtual onboarding, I really felt like part of the team from the get-go, and I’ve been able to watch and understand how the desk operates as if we were in person.
I absolutely love working with technology, so I’m really interested in finding ways to modernise existing processes and procedures, I love the challenge of finding opportunities to create an operational efficiency or ways to automate a process. I also really enjoy how busy and diverse my role is and that I get to work with such a range of different people.
If you’d like to join Lewis and the team on the Help Desk, we have various vacancies available over on our careers page.