employee spotlight: Liam Spry

Behind every great service is a team of dedicated people making it happen. At eve Wholesale, we’re lucky to have a wealth of talent across the business, and our Employee Spotlight series is all about getting to know the people behind the roles. 

In this edition we’re catching up with Liam Spry, Service Desk Team Leader, who has been part of the eve Wholesale team for around four years. 

Liam leads our Service Desk team, supporting partners and their customers across a wide range of technical queries and escalations. He also plays a key role in our white labelled Managed Service Desk solution, which allows partners to outsource their service desk to eve Wholesale and benefit from an experienced technical support team that acts as an extension of their business. 

For partners it provides the flexibility to scale support as requirements change, while removing the challenges of recruiting, training and retaining additional support staff. It also helps ensure consistent, professional customer service, giving partners the freedom to focus on business growth and strategic priorities. 

As the person responsible for developing and supporting the team behind that service, Liam is passionate about knowledge sharing, problem-solving and helping colleagues build confidence in their technical skills. Whether he’s managing escalations, improving communication between teams or mentoring service desk engineers, his focus is always on delivering the best possible experience for partners and customers alike. 

We spoke to Liam about his career journey, what motivates him, some surprising facts from his life outside of work, and why supporting his team remains the most rewarding part of his role. 

About You 

What’s your name, role, and how long have you been with the company? 

I’m Liam Spry, the Service Desk Team Leader, and I’ve been with the company for around four years. During that time, I’ve had the opportunity to work closely with both customers and colleagues across the business, helping to develop the service desk function and support the team’s growth. 

What did you want to be when you were a kid? 

An archaeologist. I was fascinated by history and the idea of uncovering lost stories from the past. The thought of digging up ancient artefacts and piecing together how people lived thousands of years ago always appealed to me. That curiosity about how things work has probably stayed with me throughout my career. 

What’s something people are often surprised to learn about you? 

There are a few things that tend to surprise people. I’ve lived in China, which was an incredible experience and gave me a completely different perspective on culture and everyday life. 

People are also often surprised by some of my hobbies. I used to take part in historical re-enactment, and I’ve been playing Dungeons & Dragons for over 35 years. I’ve always enjoyed history, storytelling, and collaborative problem-solving, so those hobbies have been a great fit. 

And perhaps the biggest surprise is that I was named after footballer Liam Brady, despite the fact that I’m really not a football fan! 

Coffee or tea? Early bird or night owl? 

Definitely tea, although if I’m being honest, I probably drink more coffee these days than tea. 

As for whether I’m an early bird or a night owl, neither really feels accurate. I’d describe myself as a “perpetually exhausted penguin”! 

Your Role & Journey  

What does your role actually involve day to day? 

No two days are exactly the same, which is one of the things I enjoy most about the role. A typical day involves attending meetings, managing escalations, supporting the team with complex customer issues, and working with other departments to make sure problems are resolved as efficiently as possible. 

A big part of the role is helping remove roadblocks for the team and making sure they have the information and support they need to deliver the best service possible. 

What does a “great day at work” look like for you? 

A great day is one where I get to spend time working directly with the team, helping them develop their skills and confidence. Seeing someone tackle a problem independently that they might previously have struggled with is incredibly rewarding. Watching people grow and become more knowledgeable is one of the best parts of leadership. 

How did you end up in this field? 

My route into telecoms wasn’t completely straightforward. I started as a Resource Manager in a call centre, which gave me valuable experience from an end-user perspective and helped me understand customer challenges first-hand. 

From there, I moved into telecoms, helping refine processes and documentation at 9 Wholesale. That experience introduced me to the technical side of the industry and allowed me to develop a deeper understanding of how telecoms services are delivered and supported. 

What attracted you to this company originally? 

After spending around five years away from the telecoms industry, I was keen to return and was particularly interested in the growing world of VoIP technology. When I moved back to the UK, I reached out to eve because the opportunity to be involved in that evolution of communications technology really appealed to me. It felt like the right place to continue learning and developing within the industry. 

Impact & Achievements 

What’s a project or achievement you’re particularly proud of here? 

One initiative I’m particularly proud of was establishing weekly meetings between the Service Desk, Development, and NetOps teams. 

The aim was to improve communication between departments, ensure that customer feedback from the frontline was being heard, and create a clearer flow of information across the business. It has helped us better understand customer needs, improve collaboration, and provide more effective communication back to our customers. 

What part of your work has the biggest impact on customers or teammates? 

Without a doubt, it’s supporting and upskilling the team. The more knowledgeable and self-sufficient the team becomes, the more effectively they can help customers and resolve issues. 

It’s also important from a personal perspective. When people feel confident in their abilities, they’re more empowered to make decisions, tackle challenges, and continue developing in their roles. 

What’s something you appreciate about the team you work with? 

Their desire to learn. The team is always looking to expand their knowledge, take on new challenges, and improve their understanding of the technologies we support. That willingness to learn creates a positive environment where everyone is continually developing and helping each other succeed. 

Advice & Perspective 

What’s something new you’ve learned since joining? 

I’ve learned a huge amount about the number porting process. Before working in this area, I didn’t fully appreciate just how many moving parts, providers, and processes are involved. It’s a surprisingly complex world with plenty of twists and turns along the way. 

What skill have you developed the most in this role? 

My understanding of VoIP signalling and coding has grown significantly. The role has given me opportunities to develop both my technical knowledge and my ability to understand what’s happening behind the scenes when services are working correctly—or when they’re not. 

What helps you stay motivated at work? 

The team. Taking the time to check in with people, see how they’re doing, and help them overcome challenges keeps me motivated. Being able to support their development and celebrate their successes makes the role worthwhile. 

Outside of Work 

Favourite book, podcast, or show lately? 

I haven’t had much time to sit down with a book recently, but my current favourite podcast is The Apocalypse Players, which combines tabletop role-playing games with plenty of humour and storytelling. 

As for TV, I’ve been enjoying Spider-Man Noir. I’ve always appreciated stories with strong world-building and interesting characters, so it’s right up my street.