Technical Support Manager

Vubiquity ,
London, Greater London
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Overview

Job Description

This role is to ensure the Technical Support requirements of the organisation are managed effectively and efficiently, identifying areas for improvement in both support and technical delivery, understanding the business needs and deliverables and ensuring the team of Technical Support Engineers are effective in meeting these. + Managing a team of Technical Support Engineers + Monitor the internal ticketing system and ensure tickets are managed, allocated and resolved within agreed SLA's + Contribute to the delivery of the global technical strategy in planning and implementation + Identify and manage service improvement opportunities. Ensure continuous service improvement is embedded in the culture and working practices of the Technical Support Team + Review Major incidents, identifying lessons learnt + Co-ordinate and identify Problems and collaborating with the various Technical departments to ensure resolution + Assist with the delivery of business-driven client facing projects + Produce weekly summary reports on the state of services and services levels, with top priority items identified and actions defined + Assisting with maintaining and managing Support Contracts and relationships with Suppliers. Additional Responsibilities + Support the Head of IT, maintaining a broad understanding of all IT Projects, both local and Global + Ensure technical standards are upheld and implemented + Keeping up to date on technical solutions available, assessing and presenting new opportunities and ideas to support the technical solutions available to the business and identifying key areas of benefit, such as cost and productivity + Communicating regularly with the various teams in the organisation, understanding their needs, issues and future requirements + Taking ownership of Release/Implementation Management from Pre-Release, Release and Post Release, ensuring tasks and resource are aligned and managing communication and issues that arise + Contribute to the change management process, assessing risk, impact and success criteria Knowledge, Skills, and Experience + Previous experience managing a Technical Team + Proven ability in delivering good customer service, being able to manage internal relationships, maintaining professional standards at all times + Technical background with a good understanding of current enterprise technologies, such as Windows 10, Office 365, Active Directory, Wireless and how to deliver. + Administering Support Ticketing systems e.g ZenDesk, Touchpaper, Jira ServiceDesk + Be able to think strategically in line with the wider organisation strategy + Delivery of Projects either as a lead or a team member + Managing and defining the incident process through its lifecycle, from prioritising, categorising, resolution and escalation processes + Previous experience with meeting and managing Support Contracts and Partners + A broad set of technical knowledge, with experience supporting 1st, 2nd and 3rd line incidents + Ability to communicate at all levels within an organisation Desired + Experience working in a 24x7 Production environment within the Media Industry + Experience with ticketing and collaboration products such as Zendesk, Jira, MS Teams Key Results and Deliverables (What does success look like) + Provide first rate customer service, and ensuring the Technical Support team meet agreed KPI's + An ethical and proactive manager who can maximize resources within a complex and constantly changing environment + Demonstrate and apply excellent communication skills - including written, verbal, presentation and interpersonal + Highly responsible, detail-oriented problem solver with a proven ability to contribute to a creative environment + A good understanding of business requirements is achieved to support and deputise for the Head of IT ID: 2019-2672 External Company Name: Vubiquity External Company URL: www.vubiquity.com Street: 3 More London

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