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  » Posted on: 14-12-2017

Position or Job Title IT Support Manager
Company CV-Library Ltd
Recruiter Reference itjobspost/207057803
Position Location (City) Essex
County/Area Essex
Country United Kingdom
Company Profile Contact Recruiter

Description & Requirements

Job Description
IT Help Desk Support Manager Upminster , Essex Up to £45,000pa

Our client is looking for an experienced IT Helpdesk Support Manager who is ITIL qualified and implemented this within a service desk environment.

Main purpose for the IT Support Manager role:- The Support desk provides both application and infrastructure support to the group and other customers. It's vast user base is supported by a team based in the UK and China and supports customers in the UK and partners throughout the world. As well as ensuring they deliver the best customer service through their Support offering, you will be involved with projects assisting their development, infrastructure and training team, who support their networks and user understanding that underpin the company and other businesses within the group.

In this IT Support Manager role you will be expected to: * Be responsible for the Support Desk for both Application and Infrastructure Support teams * Coordinate with teams so that the maximum amount of calls are taken and resolved to a high quality * Understand, identify and apply the Service Level Agreement (SLA) for each service request and set expectation with the customer * Deal with customer complaints and resolve where required * Promote customer feedback * Provide training feedback for users based on the Support team's experience * Carry out one to ones with all team members * Liaise with third party suppliers to ensure they are meeting adequate services * Contribute to the successful completion of reactive and planned performance activities by ensuring jobs are logged promptly and dispatched expediently * Performance reporting and root cause analysis * Provide administrative support in keeping records (sickness/holiday absences, overtime, works, inspections, audits, etc.) and general office administration. * Manage the documentation and ensure the maintenance of relevant procedures and configuration information * Maintain currency, expertise and competency of relevant One World products, policies, and methods for support delivery * Monitor and reporting of failed Support application and infrastructure assignments * Organise communication campaigns in line with new releases with the development team and the release of the applications * Produce Zendesk reporting statistics for the monthly IT Meetings * Proactively identify improvements within the Support team * Educate staff in how to use new technologies and champion the use of One World throughout the Group

To succeed in the IT Support Manager role you must have: * Genuine interest in technology * Managed a 1st, 2nd and 3rd line service desk * Bachelor's degree (preferred) * Qualified at Foundation level in ITIL Service Management and implemented this within a service desk environment

You will be able to demonstrate: * Excellent written and verbal communication skills * The ability to take ownership of a problem and ensure its resolution * Experience of being a collaborative team worker and willing to share knowledge * Ability to troubleshoot and remain calm under pressure * A genuine interest in information technology issues and trends * A passion to pursue independent study

The position may require travel to other UK offices.

Hours and benefits for the IT Support Manager role:- 9am - 5.30pm Monday to Friday 20 days holiday rising with service up to 25 days Discounted Private Health Care Life Assurance Pension Scheme Eye Care Vouchers Annual salary review Discretionary bonus On-site parking facilities


Required Skills
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Nice To Have Skills
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Required Qualifications
None Listed

Additional Details

Employment Authorisation Type of Position
See listing Permanent
Salary and Package
Start Date Required Experience
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Required Education