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Parmarstaffing
,
Haywards Heath, West Sussex
IT Service Manager
Overview
Job Description
IT Service Delivery Manager Sussex We are currently recruiting for an IT Service Manager with hands on experience of IT systems, technology and a working knowledge of an IT helpdesk and used to working within and delivering new projects. You will be a natural go to person to resolve issues, someone who can take charge of new contracts management client expectation and implement them within the required time frame. You will have Microsoft qualifications Microsoft and a working knowledge of a Itil environment. The role is based in Sussex and the role will mainly be based within the office however, some travel maybe required to clients offices. During this time of lockdown due to the Coronavirus the role will be initially to WFH. The client is a successful well known and respected IT MSP business with several thousand users already. They are growing and would like to find the right person to fill this role. Job Role Responsibilities * Identifying customer service needs and overseeing service delivery ensuring services are delivered to scope and SLAs * Maintaining positive and trusted relationships with customers. * Building internal relationships to manage services, delivery criteria, and develop solutions for issues that may arise. * Understand the client's business and IT needs and to continually drive best practice to ensure service levels are met and exceeded. * Enhance automated reporting with commentary and insight on trends, developing issues, compliance * Respond to complaints or negative feedback. Analyse cause and develop improvement strategies (internally or client side) * Conduct periodic service review meetings with clients appropriate to client size and complexity. * Manage "Continuous improvement" Process for client services. * Act as the primary escalation and resolution contact responsible for resolving service issues and complaints and responding to service queries. * Manage "onboarding" projects to deliver a positive new client experience. Technical Requirements Detailed knowledge and experience is required in the following products: * Understand of ITIL Service management framework and practical application * Experience of ITSM tools * Sound Working knowledge of desktop and notebook hardware and components. Understanding of workplace management principles * Windows Server 2008/2012/2012R2/2016. Understanding operational principles for server estates * Working knowledge of the following technologies: Active Directory Domain Services, DHCP, DNS, Group Policies, Exchange 2013, Office 365 * Strong Networking knowledge - inc. Broadband and Wifi, Router and Firewall configuration and management * Common desktop applications (Office 2013/16), Sage etc Experience and personal attributes * Experience in an IT service desk environment, preferably with a Managed Service Provider (MSP) and with a service desk role. * Excellent leadership and customer management skills * Effective communication skills and style, able to explain complex issues to non-technical users. * Excellent analytical and problem-solving skills * Self-starter, self-motivated, team player * Keen interest in technology and innovation * A good understanding of service support best practices and SLA management Salary and Benefits: The salary for this full time role is c35,000, dependent on experience Benefits to include 23 days holidays plus bank holidays.