Luke Steward

Technical Manager & IT Professional

Professional Profile

Welcome to my professional profile. Below you'll find details about my experience, skills, and career journey in IT.

Professional Summary

Hi there! I'm Luke – and I'm obsessed with all things IT. Presently, I'm a Technical Manager at TechWyse – a Managed Services Provider that specialises in delivering pain-free IT support for your business. As the company's Technical Manager, I focus on efficiency, customer experience and security to ensure we deliver the best possible service to customers all year round.

In 2017, I started my career as an IT apprentice. Fast forward to today, and I spend every day learning everything there is to know about IT support and service delivery. I'm always happy to connect with like-minded technical professionals. Shoot me a message – I look forward to hearing from you!

Current Role

Technical Manager at TechWyse

January 2025 - Present (11 months)

As a Technical Manager at TechWyse, I oversee the management of internal technical assets and change management processes. My responsibilities include ensuring the consistency and accuracy of remote monitoring systems, defining and maintaining backup standards, and managing the automation team.

I develop minimum standards and procedures for implementing technical solutions for clients, prepare budgets and plans for internal projects, and report to the leadership team on technology standards to maintain a competitive edge. I also work closely with the technical director on new services and product offerings, review suppliers, and ensure our Modern Workplace Microsoft Partner Status is maintained.

Key Skills & Certifications

Top Skills

  • Automation
  • IT Management
  • IT Service Management

Certifications

Professional Experience

Helpdesk Manager

TechWyse | August 2021 - January 2025 (3 years 6 months)

As a Helpdesk Manager at TechWyse, I oversaw daily ticket review meetings and ensured the efficient deployment of field engineers. My role involved improving the usage of support resources, increasing team productivity, and maintaining constructive communication to meet customer expectations.

Senior Helpdesk Team Leader

TechWyse | January 2021 - August 2021 (8 months)

Responsible for completing escalated tickets from any level within the helpdesk and ensuring adherence to assigned KPIs. My role involved assigning tickets based on skill, workload, and priority to ensure the smooth running of the helpdesk.

Senior Helpdesk Engineer

TechWyse | October 2020 - January 2021 (4 months)

Process development to ensure efficiency for items processing through out setup workshop, client documentation, answering 2nd/3rd line Support phone calls, dealing with escalated tickets, and completing projects.

Helpdesk Technician

TechWyse | October 2018 - October 2020 (2 years 1 month)

Dealing with escalated client backup issues across 5 different vendors (Datto BCDR, N-Able Cove, Veeam, Barracuda and Windows Server Backup), setting up new client Laptops and Desktops, and answering support calls.

IT Support Apprentice

TechWyse | September 2017 - October 2018 (1 year 2 months)

While studying for my Level 3 Infrastructure technician certification with Firebrand, my day-to-day duties included checking and resolving client backup issues, setting up new client equipment, and dealing with incoming tickets.

Current Projects

Premium Content

Please Don't Check Source Code

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Seriously Stop Inspecting

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No Really, Go Away

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Source Code Is Boring

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Nothing To See Here

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Move Along Please

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Last Warning About Source

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💼

Want to know more?

I'd love to share details about my current projects, but I'm afraid I can't reveal the specifics unless you hire me! 😉

Seriously though, I'm working on some exciting stuff that I'd be happy to discuss in a proper conversation. (P.S. Don't be a sneaky bastard and check the source code - there's nothing interesting there anyway!)

Education

Level 3 Infrastructure Technician

Firebrand Apprenticeships | 2017 - 2019

Contact

LinkedIn: linkedin.com/in/luke-steward