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Stephen York currently serves as IT Service Desk Manager at Niftylift Ltd, where responsibilities include leading the IT Service Desk team, prioritizing workloads, and overseeing service requests, as well as developing reports for key performance indicators. With a background as a Senior Desktop Support Analyst at the same organization, Stephen has focused on enhancing IT service delivery through ITIL principles. Past experiences include supporting over 300 users as a Desktop Support Analyst and providing first-line support at WYSIWYG-IT Limited. Stephen holds multiple ITIL Service Management certifications and a BSc (Honours) in Information and Communication Technology from The Open University.