Kylie is a passionate and enthusiastic trainer with over 15 years’ service desk experience including 8 years of operational management. She has a passion in people management and development with a level 5 Certification in Leadership and Management from the Institute of Leadership and Management (ILM).  Kylie is SDI’s Head of Training and Development and is a contributor to SDI’s Professional Standards for Service Desk Professionals. She is an advocate for utilising continual improvement to develop and deliver customer orientated products and services.