My name is Dickie Hayne-Brown, and I am a 1st line Support manager in the ERP division. Been at Access for 4 years now. The start of my day would definitely consist with a quick coffee, a cuddle with my cat, and then my husband!

Within a Support Manager role, there is no typical day. This is what I love so much about it. I will generally start the day with a recap of the previous day performance and understanding any key impacts. I will have a daily follow up with my Team Leaders to make sure that we have consistent messaging and to understand an specific challenges, ensuring that they are set up to deliver. 

Being a 1st Line Support Manager, my role is a little different to others. I aim to drive forward ability and resolution within our 1st Line teams, while focusing on people development and recruiting of new staff where needed. We work with the engineers to allow them to grow and develop into more technical 2nd line roles. Collaborating with other teams, I will utilise data to be able to express how my teams are performing and to help coach any necessary activity. I do this while drawing out any key challenges that are in the way.

The most favourite part of my role is not just one thing, there is a variety! All the challenges are different and there are a lot of plates spinning at any one time. Although very pressurized, this variety and new challenges to figure out is what really keeps me on my toes and allows me to challenge myself. Words of advice for any looking to join Access, always look into the detail of what sits underneath your results. Understand what results mean and be driven by proactively driving intentional and focused improvements. In every interaction, think to yourself “Could I/my team have done anything differently to have made that interaction a better one?”