Introducing our new Service Desk Manager

Service desk manager - Stephen

We’d like to introduce you all to our new Service Desk Manager, Stephen Tonkinson!

Joining us from Advantage Business Systems Limited, Stephen has an extensive knowledge of managing service desks and service delivery, having worked up into SDM from being a 1st Line Engineer. To learn more about Stephen, read on below.


What’s your background?

Since attending and after leaving school and then college, I’ve always had a passion for engineering whether technical or mechanical, and a fascination as to how things work. More often, I would either read about engineering or pull things apart just to find out how they worked.  In my spare time, I like to study aerodynamics, yes I know it’s a bit geeky – it’s probably best you don’t get me started on this subject if we’re out socialising.


I carried this engineering ambition into my first role as a junior IT engineer at a well-known US Global Credit Rating Agency based in the City of London.  From there I was fortunate enough to work closely with a number of US-based senior engineers. I learnt a tremendous amount and gained exposure to Microsoft based systems from an early age. From there, I moved into a more Senior Engineer role and was fortunate to travel the globe throughout my 20’s. This was predominately to European offices to carry out and complete installations for Microsoft File/Print/Exchange and Active Directory services along with Desktop and software upgrades too.


My role then progressed into Project Management. I set up and managed the relocation of infrastructure for office moves within London and across Europe, and managed large infrastructure upgrades for MS Exchange and Windows Operating systems, including Market Data systems.  From then on, I began managing operational teams which covered Service Desks, Desktop Support and Infrastructure teams. This started a real passion for managing individuals, teams, internal and external customers within this operational space.  I have worked for both large Global corporate Finance companies and Managed Service Providers like Support Tree.


What’s a fact not many people know about you?

I still hold the record for scoring 8 goals in one game playing in the Medway area from when I was in the Under 12s football league. I then went on to represent Gravesham and Kent School boys football.


What do you bring to the Support Tree team?

My goal is to bring watertight organisation and planning into the team. Change control and ITIL framework for policy and procedures and to reduce risks to operations and eliminate the need to fight constant fires will be a core goal of mine.  My belief is that supporting technology is not difficult, most problems we face are brought on by ourselves. Taking the time to plan and organise can save you from a world of pain.

If you could meet anyone in the world, who would it be?

Honestly, there are so many people. Inspirational people mainly, people that have made a difference to my life in general or someone who has pushed themselves beyond their limits and achieved success and greatness in their field.  I can’t pick just one person – Aryton De Silva Senna, Bear Grylls, Ant Middleton, Guy Martin (Humble), Elvis Presley, Elon Musk, Bill Gates, Steve Jobs, Adrian Newey, Edson Arantes do Nascimento,  Winston Churchill, Laurel and Hardy, Edmund Hilary, Ralph Fiennes, Tom Hanks,  Neil Armstrong, Gene Kranz, Jim Lovell, Michael Schumacher, oh and James Bond…!


What’s your hidden talent?

I have many hidden talents but they’re so hidden that I’m struggling to find them. I used to kart race competitively when I was younger and have won a few trophies – I love pretty much all motorsports. I have a racing simulator at home and race online when I have some spare time, I know, it’s all a bit geeky!!!  I used to write comedic poetry too. Whenever it was a friend’s or family member’s birthday or a special event I would write a comedy poem.


What’s your dream for the service desk and Support Tree?

That’s simple – to be a great team, and to mentor our values – team, care, growth and humility!