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Danny Clarke Mirus IT - Head of Service Operations

Danny Clarke: From Team Leader to Head of Service Operations

To us, success isn’t only measured in industry awards or the praise of our satisfied clients; it’s also in the skills and progression of our team.

Danny Clarke is another MTeam member who, after years of training and job experience, has taken the next big career step and become the Head of Service Operations. In the space of 5 years (and a quick journey from Hampshire!) Danny’s been a Team Leader, Field Service Manager and now the manager of 6 systems engineers.

Danny said of his latest promotion:

Danny Clarke Mirus IT“I started at Mirus in July 2014 as a team leader on the Blue Team service desk. I moved to Mirus from a smaller MSP based in Aldershot, Hampshire, so I could be closer to my family. I was looking after a team of 5 engineers ranging from 1st to 3rd line, and assisted with resolving tickets when required. One of my priorities in this role was to improve the performance of the team against our contractual SLA’s and I managed to help in raising this figure significantly.

After 12 months in the TL role, I was lucky enough to be given the opportunity to move into the Field Service Manager role, managing a team of 11 engineers and the Workshop Manager. During this time, I juggled the requirements for customer visits, with making sure our team of engineers, who were out and about most of the time, were able to get into the office and stay connected with the rest of their colleagues. I also prioritised regular 1 to 1’s so all the team had a clear development plan and knew what was expected of them. I was sent on a course to achieve my ILM Level 3 certificate, which has been a real help with my role.

At the end of April ’19, I was approached to see if I would be interested in moving into the Head of Service Operations role, and I accepted. I am managing the team of 6 engineers who look after the tools we use to support our customers, e.g. our Datto backup Solution and our RMM system. My priorities in this role are making sure that the systems we use are working and reporting correctly, so we are looking at more automation to pick issues up quicker, and better reporting, so we know what has been done.

The training and mentoring I have been given by various internal and external resources have been invaluable for my progression within the business, and I am sure this will continue. My goal now at Mirus is to settle into my new role, offering guidance and assistance to my team, and the rest of the business, while learning as much as I can!”

A huge congratulations to Danny, and an even bigger “Thank You” for his years of contribution to the Mirus team.

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