Matthew Mc Donald
About Matthew Mc Donald
Matthew McDonald serves as the Team Lead for Technical Support at Thomson Reuters, where he has worked since 2010. He manages a team of eight analysts, oversees the financial control of the hardware budget, and plays a key role in aligning service desk offerings with business needs.
Current Role in Technical Support
Matthew Mc Donald currently serves as Team Lead for Technical Support at Thomson Reuters, a position he has held since 2010. In this role, he leads a team that provides front-office support for 16 offices across the UK and Ireland, catering to over 2,000 customers. He is responsible for managing the team's performance and ensuring that service delivery aligns with business requirements. His leadership includes overseeing a team of 8 Technical Support Analysts, where he holds full line management responsibility.
Previous Experience at Thomson Reuters
Matthew Mc Donald worked at Thomson Reuters as a Senior Desktop Engineer from 2005 to 2010 in London, United Kingdom. During his five years in this role, he developed expertise in managing desktop and laptop hardware budgets and acted as a formal escalation point for complex technical issues. His experience laid the groundwork for his current leadership position in Technical Support.
Stakeholder Engagement and Reporting
In his current role, Matthew regularly liaises with key stakeholders to align the service desk offerings with the current business needs. He is responsible for reporting on the Service Desk's performance to management and stakeholders, ensuring transparency and accountability in service delivery. This engagement helps in refining processes and improving overall service quality.
Auditing and Compliance Expertise
Matthew serves as a lead internal auditor, focusing on compliance with ISO 27001 and ISO 9001 standards. His role involves auditing processes to ensure adherence to these international standards, contributing to the organization's commitment to information security and quality management. He is also a member of the Information Security Forum and played a significant role in implementing the certified Information Security Management System (ISMS).
Business Integration Initiatives
Matthew is actively involved in merging new business units and acquisitions into the service offering at Thomson Reuters. This role requires strategic planning and execution to ensure that new units are effectively integrated into existing service frameworks, enhancing the overall capability of the Technical Support team.