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IT Services Support Manager

Employer
OutsideClinic
Location
Swindon
Closing date
12 Oct 2022

View more

Job Role
Administrative
Sector
Multiple Practice
Contract Type
Permanent
Hours
Full Time

Job Details

Job Title: IT Service Support Manager

Reporting to: IT Director

Salary: £45,000 - £50,000 per annum

Hours: Monday to Friday

Background

We're OutsideClinic - the UK's leading home-visiting optician and hearing specialist. We have provided at-home sight and hearing care for older people within their communities for over 30 years. We believe that clinically excellent eye and hearing care should be accessible and affordable for all. Our mission is to change people's lives by delivering excellent optometry and audiology services in the homes of people who can't get to the high street unaided.

Opportunity

We are looking for an IT Service Support Manager to provide 1st line support and manage a small team that are responsible for all of 1st Line IT Support Requests. The IT support requests will come from colleagues both at our Head Office and from field based.

Key Accountabilities

  • Lead, motivate and manage a team of IT service technicians to deliver exceptional customer service.
  • Provide IT support to end users across the estate.
  • Provide service reporting and service measurement and identify and implement service satisfaction process.
  • Establish and maintain strong relationships across the IT Team and with colleagues across the business.
  • Support the IT Service Team in managing the companys processes, providing support, guidance and training where needed.
  • Manage the team case load in the Service Management Toolset ensuring that all cases are being regularly updated, actioned effectively and successfully resolved within SLA with outstanding customer communication.
  • Supporting a multitude of technologies such as, Audio Visual, desk & mobile phones, laptops, and Office 365 as well as Inhouse applications.
  • Manage the troubleshooting escalation process.
  • Manage hardware and software installation and service requirements.
  • Identify gaps in the support process and amend accordingly.

IT Service Support Manager Requirements:

Knowledge and qualifications

  • Extensive knowledge of supporting and working in a service desk environment, industry standards and processes for effective delivery of IT operations
  • Knowledge of supporting an Office 365 and Microsoft stack operating systems, IT service management
  • Knowledge of current and existing IT security systems
  • Excellent knowledge of networking protocols and components
  • Knowledge of hardware, such as cabling (fibre and wire), wireless products and desktop systems

    Skills

    • Highly organised
    • Good problem-solving skills
    • Excellent communication skills, both written and verbal
    • Critical thinking
    • Patience
    • Ability to work well under pressure
    • Good interpersonal skills
    • Flexible and Customer 1st Mindset

    Experience

    • Significant experience managing a cross skilled service desk environment and providing an excellent customer service.
    • Track record of successfully delivering customer focused service delivery and delivering efficiencies.
    • Extensive experience of operational management and support of a Microsoft desktop and Windows environment and delivering remote support.
    • Demonstrable experience of delivering IT services to agreed levels of performance.
    • Experienced in establishing high performing teams and engaging staff in effective delivery of services as well as experience of directly managing staff including performance management and appraisals.
    • Extensive experience of reviewing business processes and redesigning services leading to improvements.
    • Proven skills and a track record of achieving service improvement through the adoption of digital technologies.
    • Proven experience of proactively working on own initiative, under pressure to tight and potentially conflicting deadlines, managing and prioritising own and team's workload.

      Benefits

      • Competitive salary
      • Generous pension scheme, matched up to 5%
      • Private medical insurance
      • Life assurance (4 x salary)
      • 25 days holiday plus bank holidays
      • Employee discounts
      • A chance to change people's lives for the better
      • Swindon Head Office based

      Company

      Company info
      Website
      Mini-site
      OutsideClinic
      Telephone
      01793 648607
      Location
      10-14 High Street
      Old Town
      Swindon
      Wiltshire
      SN1 3EP
      GB

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