Get To Know... Steven Smith - Service Desk Manager
In insight / By Charlotte Tobulevicius / 19 July 2019
“My Nasstar story started in December 2016 when I joined the company as a 2nd Line Service Desk Team Leader in the Northampton office. Prior to this I had worked for a number of different companies; from working on the IT service desk at Mercedes Benz, to leading a small team at another managed service provider. I had always been interested in technology and following college, went on to study computer science at Hatfield University in Hertfordshire, before moving back to my hometown of Luton to embark on a career in IT.
Working at Nasstar
Since joining the company, I have progressed into my current role as service desk manager for the Northampton team. I had previously had senior roles like this, managing small teams of around two to six, but I had never managed a team as big as this. It was somewhat challenging in the early days as I tried to get to know my team and discover how to get the best out of them, but my superiors and other service desk managers were on hand to support me with any issues I had which was hugely appreciated.
Another thing which helped me to really grow into my role was the team leadership course that the company put me on. I found this to be very beneficial to my current position and helped me to improve my people management skills. I have also undertaken some technical training courses in my own time which has helped improve my knowledge of the jobs the engineers are working on. This in turn has allowed me to build stronger relationships with the team.
My average day starts with me getting into the office nice and early before it gets busy, ready to start prepping for the day ahead. Once the rest of the team are in, we’ll go through priorities and assess what jobs need to be worked on first. The majority of my role is focused on management and leadership, however it’s not unusual for me to roll my sleeves up and get involved with ticket escalations and problem solving.
When I look back at my career and compare it to Nasstar, I can categorically say that Nasstar is the best company I have ever worked for. This is largely due to career progression and opportunities available to those who want them but is also down to the immense support given to the staff. The benefits offered by Nasstar can often be overlooked, but it’s important to take a step back sometimes and realise that some companies don’t even get free tea or coffee, and this should not be taken for granted.
One thing I really like about the company is the recognised importance of a healthy work-life balance, which comes from the highest level. Nasstar knows that too much work can have a negative impact on a person’s home life and so it’s committed to ensuring there is a suitable balance for everyone.
In terms of improvements, I think it would be beneficial to hire some more staff to spread the busy workload, but I also understand the implications with this when it comes to budget constraints.
As a father to two young children, spare time is not a luxury that I can take advantage of, however I do enjoy taking the kids to the park at a weekend and encourage them to be outdoors as much as the weather permits! This is so important to me because I want to show them that technology is not a ‘given’ and not everyone can afford such luxuries. I think if my friends were to describe me in three words, they would say I’m helpful, hard-working and passionate.
Thinking about my dream job, I’ve always had an interest in home automation and would love to start a company which blends technology such as voice automation, with the home to make life easier. However, I also really love my service desk manager role and would like to still be in this position in five years’ time, but with a slightly bigger team to manage.
Starting a New Job: Advice
If I were to give advice to someone new joining the service desk team, it would be to be passionate in what you do. I believe that being passionate means you care, which in turn makes you work hard, and everyone can benefit from this and see the results.
Nasstar has changed a lot in my time, with changes to the company direction, as well as seeing people come and go. It’s sometimes hard to keep up with all the changes due to the fast-paced nature of a growing business, but I’m looking forward to seeing more of these changes coming to fruition over the coming months and years.”