Meet & Greet: Lee Israel, Senior Service and Contact Manager at Colt

In the latest meet and greet, myGwork spoke to Lee Israel, Senior Service & Contract Manager, Operations & Engineering, and GCN & Strategic Alliances at Colt Technology Services. From the importance of LGBTQ+ inclusion, to the highlights of his career so far, Lee delves into how he maintains an optimistic and motivated work environment.

Can you tell us a bit about your career journey to date?

The first job I dreamed of having was as an extra in a Backstreet Boys’ video. The actual first job I had was in my cousin’s fish restaurant! I left school and got my first full-time job working in a card shop. It was after a few months of working here that a couple of the guys convinced me to join them for drinks at one of the local bars (Reflex in Kingston, UK). It turned out to be the first gay bar I had ever been to, the rest after that is history.

I got into the tech industry circa 22 years ago, firstly working in a junior customer support role, which I did across a couple of organizations. I then did a role focused on Non-Geographical and Premium rate phone products where I became the subject matter expert for product delivery.

I started at Colt in a Customer Services role, and after a brief stint in a business relationship manager role. I was promoted to a Service Manager and in turn a few years later I was promoted to a Senior Service Manager position, which is the role I have been doing since.

I also act as the Global Lead for our LGBTQ+ employee network, I’m the chair of our governing body in the UK for colleagues and I play a lead role in at least two customer related programs from within my day job.

I also have the pleasure of working directly with myGwork.

What's the most challenging aspect of managing people right now?

At this stage I don’t actively manage any of my fellow ‘Colties’. I do however have a lead role in many of the projects that I am involved in. If I focus on the element of my role as Global lead for our pride matters network, I will say the most challenging element of this is simply around trying to ensure the team remain their optimistic, motivated, happy selves while we continue to live in a world which is trying it’s best to beat them down. I would say thankfully that I don’t have to try too hard, and this is testament to the group of people I have the pleasure of leading in the network.

What attributes do you look for in new recruits and why?

Regarding the network, I just ask that anyone who joins whether they be an ally or a member of the community that they have a passion for the conversation, that they don’t join just to put a tick in the box. I fully appreciate that everybody involved has a day job and these needs to be their primary focus, however if you are coming to take part then make sure you actively take part.

How important is LGBTQ+ inclusion in the workplace for you personally?

I have always been a fairly confident person and therefore it’s never really been a subject which I personally have shied away from, however not everyone has that same luxury and that’s why ensuring we continue to do whatever we can to ensure every single person feels comfortable in the workplace to be their true selves, we must do it.

I have had the pleasure of meeting many different people from other organizations since I took on the Global Lead role and I have heard firsthand how sometimes they have experiences of not feeling they can be their true selves and that simply drives me forward in this determination to make sure we always do better.

What's your favourite inclusion campaign to date and why?

At Colt last year during Pride month, we had our ‘ConnectedWithPride’ campaign. This was a mix of two of things which are at the core of Colt - our ability to make extraordinary connections, and our people. We had quotes from some of our senior and executive leaders on how they personally connect with Pride and the same from many of our network members. The quotes were shown in offices on screens and in poster format across the Colt estate including areas which maybe wouldn’t have always been as forthcoming around discussions like this and overall, the campaign was a huge success. I think the fact that it was my first one as Global Lead and seeing the impact it had, that’s why I’d call it my favourite to date.

How do you encourage staff to have a work life balance, especially with the increase in remote/hybrid working?

The programs I work in are for the most part filled with people who are volunteering their time on top of their day jobs. It’s important to make sure everyone feels like they are an active member of the group but also understand that they will have their own pressures and needs, etc. I encourage everyone to know that they can stand down, they can take a breather, they won’t be forgotten or ostracized for putting themselves first.

What's the biggest highlight of your career to date and why?

Do I have to give just one?

The job in the card shop that kick-started my life on the gay scene in London.

The time I was called by a manager who had left the organization I was still working for to tell me she had an opening and there was only one person she wanted for it (yes it was me, it was also 18-19 years ago)

The first time I won Colt’s annual award for high performance and while enjoying the free trip to Thailand that came with it, I also found out I had been promoted. I’ve won the award once again since and as it’s the highest accolade you can get within the organization, it’s safe to say that it’s up there for me.

Honestly however I think a highlight for me would be working for this organization just after the COVID pandemic occurred. The way that the company and management handled the situation and the way we as employees were treated was exceptional and something I always find pride in talking about. Plus, due to the role and customer base I had, my job went from being very busy to extreme overnight. With daily war room calls with Colt’s biggest Voice customer at the time, it was hard work, it was stressful, it was non-stop, but we came together as a virtual group and simply did what we had to do. It was a pleasure being involved and reaching the same end goal that we had all set out to achieve, ensuring the customer experience and service remained world class during a situation which was the first of its kind for all of us involved.

Finally, the last two years leading up the Pride Matters network, working closely with our DEI team, chairing the Pride Matters in Tech (PMiT) group and building this amazing partnership with myGwork has been an absolute joy!

What podcast series are you listening to right now for your career development? Are there any DE&I-related podcast series you would recommend?

I only found the love for podcasts in the last few months. I am very late to this game. I have to give a shout out to Colt’s very own podcast (Tech & Soul), firstly because of the varying conversations which happen on the podcast that dive into a mix of technology and humanity and the various way that they collide. I had the pleasure of taking part in it last June to talk all things Pride with a focus on being able to bring your true self to work.

Aside from that my focus has been on listening to podcasts around things I have a slight unhinged passion for, like certain TV shows and music history. I have found that when going on long walks, having a podcast playing in your ears is a really great way to get away from it all for a little while.

I’ve not personally yet listened to any ‘educational podcasts’, I suspect that will change in 2025 and if anyone would like to send me recommendations, then please do so.

What was your last holiday destination and where do you plan to visit next?

So, the husband and I last went on very relaxing and do nothing trip in September last year to Mykonos, this was just a few days after our wedding. It was the first trip after the wedding but wasn’t an official honeymoon as we go to Mykonos every other year in September anyway. It’s a favourite destination of ours, not just because it’s beautiful but we have made many friends there over the years who we get to see and spend time with as well.

We visited València for the first time in February, it was one of the very few Spanish cities that we had yet to visit and it didn’t disappoint.

We have also booked a dream trip for later this year where we will be hitting New Orleans for 9 days, followed by a week in Nashville.

What do you do to relax at the end of a hard-working day?

It’s a mix of either the PS5, Gym, grabbing an hour with the TV to myself as I watch a lot that my husband can’t stand or just the chance to relax, catch up on the day’s events with the husband and cook/eat and chill.