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IT Support Manager - Redditch

IT Support Manager - Redditch

Permanent : GBP 45,000 - GBP 55,000 - Travel Required

Our client is a group of companies providing comprehensive customer-focused facility management and engineering maintenance solutions.
Their approach to FM and maintenance is service-led, focusing on proactive strategies for providing the right service, at the right time and the right cost. They like to work in partnership with customers to build strong, mutually beneficial relationships with both their customers and service partners.
Our client cover everything from Managing Agent activities to Refrigeration, MandE, HVAC and Drainage install and maintenance, supported by specialist Health, Safety, Quality and Environmental (HSQE), Contract Management, Compliance and Procurement departments.

Role

The IT Support Manager is responsible for the operational IT function. The overall accountability of this role is to manage and improve the day to day operational IT service delivered to colleagues across multiple locations in delivering excellent level of customer service to all colleagues in the business.

Accountabilities

Strong technical knowledge and leadership in supporting the IT team in a 24 x7 environment, including providing and participating in the On-Call arrangement
End to end IT asset and lifecycle management to include procurement, stock and inventory management, request fulfilment, maintenance, storage and disposal
Manage the end to end IT support ticketing system and lifecycle, allocating work, ensuring timely completion of tickets, liaising with internal colleagues and the IT team
Deliver and manage the overall service to ITIL Service Management Best Practice standards by driving cost efficiencies and effectiveness of IT Services
Keep current with the latest technologies and determine the future desktop and peripheral technology requirements of the business
Manage internal colleague expectations with regards to IT support service, resolving escalated issues to ensure colleague satisfaction
Provide regular reports on KPI`s, highlighting trends, risks and recommending opportunities for continuous improvement
Provide assistance in hardware set up, configuration and software installation and troubleshooting of IT desktops, peripheral and mobile devices, as required.
Control IT support spend to within pre-agreed budget and provide regular reports analysing trends, risks and recommending opportunities for improvement
Develop, implement and manage IT Service Improvement Plan should the service not meet business expectations

Qualification

ITIL : minimum foundation level

Experience

An extensive track record of providing end user IT Service, infrastructure support with recent experience in a management role
Strong ITIL Service Management knowledge and implementation experience

Knowledge and Skills

Significant competency in the delivery and management of IT support services, infrastructure and systems

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