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SF Recruitment
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Birmingham, West Midlands
IT Support Operations Manager
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Job Type: Full-time |
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Salary: £47,000 per annum |
Overview
IT Support Operations Manager Location: Sutton Coldfield Salary: Up to £50,000 Position: Permanent We are looking for an IT Operations Manager to join a growing team based in our Minworth site. The key responsibility of this role is to manage the day-to-day operations of the business. The IT Support Operations will provide broad functional and technical expertise to lead and encourage a diverse team of IT Support Analysts who operate in a high demand and time sensitive environment. In addition, you will be required to work closely with our Field Operations team by either supporting them or assisting with installations, configurations, troubleshooting and maintaining numerous and diverse types of software and hardware in support our business offices and warehouses. Technical and experience requirements: - ITIL Certification preferred - Experience with the Service Now incident management system - Minimum of 5 years managing a service desk - Familiarity with imaging end-user devices using SCCM and MDT - Microsoft Office products - Basic WAN and network concepts, including the ability to troubleshoot issues to determine root cause analysis - Various end user computing devices (PCs, Laptops, tablets, mobile phones and printers) - Experience delivering exceptional customer service, including the ability to work with people with varying technology competencies - Performing IT installations, configurations, and troubleshooting computer hardware and software - Warehouse automation products (wireless access points, thin clients, RF scanners, and label printers) Manager Responsibilities: - Lead and mentor a team of IT Support Analysts - Manage the IT Support Desk team including recruiting, retaining, coaching, and developing the team to provide the highest level of customer service - Manage, direct and coordinate support desk activities, including first call resolution, incident management processes, and assignment of Support desk duties and tasks - Lead initiative to evaluate and leverage desktop support tools and problem management systems to enhance service delivery objectives - Develop and support established policies, procedures, standards, and quality control processes to assure responsive support capabilities - Comply with existing internal and external policies and procedures - Act as a further escalation point for unresolved or escalated requests - Stay current with changing business priorities and re-align project work/resources as appropriate - Monitor customer support for assigned areas, ensuring that reported problems are prioritized and addressed in a timely manner in support of Service Level Agreements - Reduce incidents by analyzing incident trends and working with other departments to recommend solutions - Ensure all requests are logged in the IT Support Desk ticketing system within an appropriate life cycle If this role is a great technical fit to you and you are actively looking for a new exciting opportunity, please apply and we will be in touch soon IT Support Operations Manager | Sutton Coldfield | Up to £50,000 | Permanent