Service Desk Manager

Technical Support Manager

Winchester with Hybrid working (office based 2 days per week)

£50,000 - £60,000

• Modern IT environment
• Autonomy to implement change and structured processes
• Extensive investment in IT systems

Technical Support Manager required a successful company in Winchester with offices across the UK. Due to continued success and growth, they are looking for a Technical Support Manager to join their team. The successful candidate will be responsible for managing a support team consisting of 1st and 2nd line service desk engineers. The company offers an innovative working environment with the chance to gain experience working with the latest technologies.

This position will offer autonomy to bring your style of leadership to the role and to implement changes that will improve the internal processes and overall performance of the IT team.

Responsibilities:

• Managing a support team of 1st & 2nd line Support Engineer
• Improving the performance of the technical support team by implementing change to the existing support processes and training set-up
• Reviewing and improving internal structure to ensure service levels, support quality and customer satisfaction targets are met
• Leading department and individual performance reviews
• Dealing with escalated issues when required

Required Skills:

• Prior experience managing a technical support team (ideally at least 5 engineers)
• Able to implement new processes, deliver change and a track record of improving IT support services
• Understanding of ITIL practices (ideally ITIL qualified)
• Experience developing metrics to analyse support team performance
• Knowledge of on-premise to cloud migrations (advantageous but not essential)
• Experience working a support team managing multiple products/services (advantageous but not essential)

Knowledge of some of the following systems is also advantageous:

• Windows 10
• O365 & MS Teams
• Active Directory
• Exchange
• Azure (Desirable)
• Cisco Meraki (Desirable)

The role is based from the company's Winchester office with hybrid working. The company require candidates to be in the office at least two days per week with the rest from home. Applicants must be UK based and available to travel to Winchester 2 days per week.

If you are looking to be part of a fast-moving, interesting business, where you'll be able to take ownership of the performance of the IT team and implement real change to a growing business, please apply to this advert or contact me via our website. Jack Hewitt-Coleman, Spectrum IT.

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.