IT Support Manager and Projects Manager
We have an opening in our IT Support department for an IT Support Manager that will manage a team of 1st and 2nd line level technicians but also be heavily involved in periodic IT Projects. The ideal candidate will have a minimum of 5 years’ experience in IT Support/Helpdesk with solid Customer Service experience and preferably be Microsoft certified; coupled with this, you will have managed ICT projects.
To be considered you must:
1. Have a full UK driving licence.
Job Specification:
* To provide technical support management; and manage service levels when answering support queries either onsite or via phone or email.
* To maintain a high degree of customer service for all support queries.
* To take ownership of user problems via the management of your team.
* To manage the process of logging all calls on the call logging system and maintain full documentation.
* Help your team respond to enquiries from clients and help them resolve any hardware or software problems.
* Manage the support of users in the use of Computer equipment by providing necessary training and advice.
* Work as part of the IT Support Management team and any other operational/project teams as requested by the IT Director.
* Manage workloads and notify the IT Director when KPI/Targets are going to be breached.
* Raise any security concerns to the IT Director.
* Manage reports and logs in line with departmental policy.
* Obtain quotes and process orders in line with departmental policy.
* Manage the setup and configuration of new laptops and desktops.
* Manage the installation of authorised software to laptops and desktops.
* Manage the configuration/maintenance of computer systems, networks, and peripherals as instructed.
* If required, undertake trips to other sites/data centres, including staying overnight where appropriate (and maintain a valid UK driving licence).
* Any other duties as requested by the IT Director including GDPR and process improvement including incidents, risks.
* Keep abreast of IT Trends and engage with IT Director to develop personal development plans for the team.
The below skills would be beneficial to the role:
* Active Directory user and computer administration.
* Windows desktop administration.
* Windows Server administration.
* O365 administration.
* Exceptional Customer Service skills.
* Proven experience working within IT service delivery management including IT Project Management and the ability to work at board level.
* Excellent troubleshooting and problem-solving skills.
* Excellent ability to transfer knowledge within a team.
* General Network administration and troubleshooting.
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