Chris Rigley

A day in the life of an IT Support Manager at Document Network Services tends to blend technical oversight with a strong focus on customer service and operational reliability. The morning usually begins with reviewing system dashboards, checking for any overnight alerts and scanning the support queue to prioritise urgent client issues. Because DNS supports a wide range of managed print, document workflow and IT solutions, I would often coordinate with engineers to ensure devices, networks and cloud services are running smoothly for All DNS customers. 

Team leadership plays a big part in my day, so a quick stand‑up meeting to assign tasks, discuss ongoing projects such as M365 migrations and address any escalations. Throughout the day, liaising with account managers, suppliers and clients to keep communication clear and expectations aligned. I will also handle escalated technical problems, provide guidance to technicians and ensure SLAs are being met.

By the afternoon, the focus often shifts to project planning, reviewing performance metrics, updating documentation and refining internal processes to improve service delivery. The day usually ends with preparing for the next morning, ensuring the team is set up for success and that clients continue to receive reliable, responsive support.