Nick Ross has extensive experience in IT service management, currently serving as a Level 2 Support Engineer at NexGen Cloud since July 2025. Previously, Nick held roles including Service Desk Team Leader at Air IT and at Frasers Group, where a notable achievement included reducing customer call response times significantly. Earlier positions at Affinity Water involved managing customer escalations and major incidents, consistently achieving top-tier customer feedback. Nick possesses strong technical and leadership skills, overseeing teams of various sizes and ensuring compliance with key performance indicators (KPIs) and service level agreements (SLAs). Educationally, Nick holds a Bachelor of Arts in Youth Studies from Nottingham Trent University and is certified in ITIL and project management.
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