WILLIAM MCLAUGHLAN
SUMMARY
Service Desk Manager with a hands-on infrastructure background, now leading day-to-day service desk delivery at McQueens Dairies. Brings a practical, operational view of IT: keeping users supported, resolving recurring issues and improving the Microsoft 365, Entra ID/Active Directory, Intune, Windows endpoint and business-application environment that the organisation depends on.
Works confidently with users, engineers, suppliers and senior managers, translating technical problems into clear options and workable fixes. Alongside BAU support, contributes to technology change, knowledge-base improvement, asset control, security housekeeping and business-continuity planning. ITIL v4 certified, commercially aware, and ready to add formal budget ownership to an already broad service-management remit.
EXPERIENCE
Service Desk Manager / Infrastructure Engineer — McQueens Dairies
Microsoft 365 • Entra ID • Dynamics 365 • Roundsman • Zoom • Suppliers • Service delivery
Jan 2025 – Present
- Joined as an Infrastructure Engineer and moved into Service Desk Manager responsibility from Oct 2025.
- Lead and coordinate service desk activity, prioritising incidents and requests to maintain reliable support across company locations and operational teams.
- Administer and support Microsoft 365, Entra ID/Azure AD, Active Directory, Exchange, endpoint devices and user access across the business.
- Support and improve business-critical systems including Dynamics 365, Roundsman, Zoom and other SaaS or bespoke operational platforms.
- Work with suppliers, MSPs and third-party partners to resolve service issues, coordinate renewals, manage licensing needs and support technology contracts.
- Contribute to cyber security controls through access management, patching, endpoint support, policy awareness and practical risk reduction.
- Advise senior management and non-technical stakeholders on technology risks, options and recommendations in clear, practical language.
Group Service Desk Engineer — Peninsula UK
Microsoft 365 • Hybrid Exchange • Entra ID • Intune • JAMF • Mimecast • Citrix
May 2021 – Jan 2025
- Provided on-site and remote support across UK and ROI sites for a large HR, employment law and health & safety consultancy group.
- Administered Microsoft 365 across multiple domains, including Exchange, user access and day-to-day service desk administration.
- Managed users and groups across ADM+, Active Directory and Entra ID/Azure AD in a complex multi-domain environment.
- Supported SCCM-to-Intune migration activity and MDM administration across Windows, iOS and Mac estates, including JAMF support.
- Maintained asset records through Asset Panda and supported desktops, laptops, docks, mobile devices and printers.
- Administered Mimecast and supported Citrix Workspace, ScreenCloud digital signage and associated VM support.
2nd Line IT Support Technician — Hays Travel
Remote support • BYOD • VoIP • VPN • TeamViewer • RingCentral • Forticlient
Sep 2020 – May 2021
- Delivered home-based remote technical support for users supporting Covid-19 government helplines.
- Resolved system, VoIP, VPN, browser, remote working and account issues under time-sensitive service conditions.
- Set up digital signage solutions and administered accounts across Active Directory, Microsoft 365, RingCentral and Forticlient VPN.
Senior 2nd Line IT Support Technician — DNATA Travel (U.K.) Ltd.
Windows upgrades • Avaya • FOG imaging • LANDesk • PsExec • Knowledge base
Jan 2018 – Sep 2020
- Handled incidents and requests by phone, email and ticketing system, working to tight SLAs across hardware, software, website and user administration.
- Overhauled the knowledge base, introduced standard templates, migrated telephony to Avaya and supported remote working during Covid lockdowns.
- Created and maintained a golden image using Sysprep for FOG and upgraded estates from Windows 7/8 to Windows 10 while preserving legacy systems.
- Tested Windows and software patches before deployment using RMM tools, LANDesk and PsExec, and supported groundwork for cloud migration.