IT Support Manager

Job Type:
Cloud & Infrastructure
Job reference:
13 days ago

IT Support Manager

Location - Birmingham - Hybrid

Salary - £50,000 - £60,000 + Excellent benefits/Bonus

Role purpose:
  • The IT Support Manager will lead a team of international IT Support Engineers. The team is responsible for the provision of all aspects of IT Support in their respective office location, as well as home based employees in their respective region.
  • Acts as a liaison between all stakeholders, communicating technical concepts clearly.
  • Oversee a range of high-level projects for the End User Compute (EUC) environment while also delivering high quality BAU support.
  • Understanding our agreed Service Levels, ensuring our SLAs and KPIs are met consistently, and providing the best support possible to our business users.
  • Interface with Senior management when required, and take ownership of any escalations.

Key Responsibilities:
  • Managing the day-to-day support operations for our international offices and EUC estate (Laptops, Peripherals and Mobile devices).
  • Assist the ITSM Manager with the End User Device strategy.
  • Asset management, including procurement and issuing through to tracking and processes.
  • Supporting and enhancing the JML (Joiners Movers and Leavers) process.
  • Ensure the teams address all Incidents, Service Requests and Changes within pre-defined SLA's.
  • Undertaking strategic development of the service through regular system and process reviews.
  • Lead technical projects, office refreshes, application deployments, process changes and enhancements.
  • Produce and maintain EUC standards, knowledge base, operating procedures, guidelines and system documentation.
  • Maintain clear and effective communication and serve as an escalation point of contact with the primary focus on restoring any service downtime.
  • Responsible for the development and performance of team members.
  • Comply with Information Security processes, privacy, and other applicable regulations.
  • Assist in procurement, IT Asset peripherals and managing the site stock across the regional HUB Locations.
  • Management reporting related to regional HUB support and activities.
  • Drive continuous improvement through automation, self-service and knowledge base growth to decrease incident volumes.

Technical/Professional Qualifications/Requirements
  • 8+ years experience in IT Deskside/Desktop support across medium/large organisations.
  • Experience of leading IT Desktop Support teams, ideally at an international level.
  • Proficiency in MS365, Azure Cloud services, Active Directory, and Microsoft Windows.
  • Familiarity with helpdesk ticketing systems (ITSM tools)
  • Ideally, ITIL and MCSE qualified.
  • Strong customer service orientation, good communication, teamwork and interpersonal skills.
  • Knowledge of a variety of OS, Wifi, network fundamentals, software, and systems.
  • Fluent in mechanisms such as anti-virus, peripheral, workstations, and cloud.
  • Attention to detail and the ability to multitask in a fast-paced environment.
  • Willingness to participate in continuous learning and training initiatives.

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