IT Service Support Manager

Hays Specialist Recruitment Limited ,
Southend-on-Sea, Essex
More Details
Job Type: Full-time

Overview

IT Service Support Manager || Southend-on-Sea || £44,632 pa Your new company Southend Borough Council is a unitary authority based in the heart of the town centre offering traditional seaside living that makes it a great place to live and work. This diverse and busy town has great public parks and leisure activities, competitive house pricing and excellent travel links. The Council are looking to appoint a strategic, forward thinking and driven IT Service Support Manager to lead, inspire and mentor a team of talented IT professionals including a team of IT Support Specialists. Your new role Within this exciting new opportunity, you will lead the delivery of end user support across the Council's circa 50 sites and 2,300 users. You will also oversee the provision of on-site and field service technical support to the Council's customers including schools, libraries and traded services. This is a pivotal role in the IT team where you will be the 'face of IT' for end user IT services, and a key connection between IT and the rest of the organisation. You will establish and maintain credible working relationships with business and customer contacts. You will also work collaboratively with the wider IT team to ensure efficient and effective resolutions, and to ensure that learnings are used to improve the performance of the end user support provision. You will be fanatical about customer service, always seeking to improve the way end user services are delivered and ensuring high levels of customer satisfaction. You will be acutely aware that whilst customer satisfaction metrics are useful, perception and general user sentiment are just as important. Continuous improvement is a key part of role, and you will proactively devise and deliver solutions to enhance the quality of service. Focusing on customer satisfaction and efficiency, you will establish and regularly assess the performance levels of the Service Desk and On-Site/Field Services Support activities to ensure KPIs and SLAs are being met and exceeded. A culture of change is important in this environment and you will have the opportunity to drive new ways of working and support broader initiatives to increase IT literacy and self-sufficiency. What you'll need to succeed To be successful in this position you need to have extensive experience in the management of an IT technical support team and a proven track record of delivering high quality IT support to a diverse user base. Strong leadership skills are essential, with the ability to inspire, motivate and direct team members, driving engagement and high performance. You will have an exceptional customer focus, with the ability to gain respect and confidence from a wide range of stakeholders. You will also have proven analytical and problem-solving abilities and a track record of continuous service improvement. Good technical skills are a pre-requisite. You will be able to demonstrate a strong understanding in supporting Windows Platforms, Desktop and Infrastructure. It is important that you have experience in Microsoft desktop products including Office 365, Windows 7/10, Active Directory, MS Exchange and Office 365 administration and design. Additionally, you will have a good level of proficiency with Active Directory administration and network troubleshooting. You will be well versed in ITIL best practice, and be experienced in leveraging ITIL practices to ensure a cost effective and efficient service. A key component to this role is to ensure that you are the type of individual that is able to absorb information quickly and have the ability to confidently deliver this to non-technical staff and end users. What you'll get in return range of benefits including: flexible working, salary sacrifice scheme and excellent training and development opportunities. 23 days annual leave plus an excellent pension scheme. A full list of benefits can be viewed on the Southend Council-Hays website What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

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