IT Technical Manager
£46,500
Southampton / Hybrid
The IT Technical Manager will be responsible for planning, managing and monitoring the successful delivery of Help Desk services to customers, through strong and effective IT Service and Change Management practices, processes and methodologies, the leadership of a team of skilled Engineers, management of outsourced service providers, and proactive and professional customer relationship management.
The role holder will be responsible for driving onboarding and service delivery to ensure our customers’ IT services are efficiently and effectively returned to a fully restored and functioning state with key measures including reliability, up-time and latency all at pre-support-call levels or better. The individual will therefore play a critical role in delivering high service revenue growth for the company.
Key accountabilities & decision ownership:
- First-call resolution of customer support issues within SLA timeframes according to priority level
- Triaging and prioritisation of service requests, managing the allocation of both internal and external (third party) resources to deliver within timeframes
- Leadership and management of outsource service provider(s) to ensure service delivery within SLAs and continuous improvement in service levels
- Ensure the provision of out of hours coverage to meet customer commitments as per SLAs
- Ensure cost-effectiveness of partner performance to SLAs
- Proactive monitoring of accounts where such service is provided; recommendation of recurring problem accounts for proactive monitoring services as an upsell
- Management and resolution of escalations (whether through in-house or outsourced teams)
- Dynamic management of the allocation and assignment of in-house engineers to optimise time / skill / cost trade-offs, particularly for field calls
- Definition of Service Standards, framework, practices and processes, including documentation of knowledge standards, to ensure continuous learning and service improvement
- Proactively identify and report on risks and issues at both individual customer and aggregate company level; analyse, propose and complete appropriate mitigation actions
- Identify, define and deliver on all opportunities to simplify, standardise and automate workflows, including the use of the customer portal and app for recording tickets
- Ensure 100% compliance with use of the ticketing system for the entire ticket life cycle
- Preparation, presentation and visibility of service desk performance measures
- Identification of trends and patterns in the data, by customer, application and colleague
- Develop strong customer relationships and ensure proactive and timely communications with integrity
- Define, implement and improve the onboarding process to ensure the successful onboarding of customers to the Service Desk
- Ensure the completion of Post-Implementation-Reviews for larger onboardings and / or “lessons learned” as part of a philosophy of Kaizen (continuous improvement), learning and growth
Skills, know-how & experience:
- Outstanding Help Desk Leadership skills
- Expert practitioner of IT Service Management · Expert practitioner of an IT Governance & Change Management methodology – ITIL, CMMI or COBIT 5
- Outstanding organisational skills; highly disciplined and motivated in the management of self and others to organise, pursue and complete all actions necessary to deliver a service to consistently high standards
- Proactive and pre-emptive communicator; naturally intuitive in understanding when to communicate, the channel to use, and the influence style to apply
- Outstanding interpersonal skills; able to work with a culturally diverse colleague and client base and to build and maintain strong, trust-based relationships
Technical/ Professional qualifications
- Formal Project Management qualifications (Prince2, PMI, PMP)
- Qualified in, or a strong appreciation of relevant industry standards such as PCI-DSS, Cyber Essentials, GDPR, ISO27001, SOC2 & NIST Compliance
- Good knowledge of the technologies underlying the main services we offer, including Voice, LAN, WAN, WIFI, Security, Print
- Knowledge of / certifications in IT frameworks: ITIL v4 / CMMI / CIS V8 / COBIT 5 / TOGAF / etc. an advantage
- Specific qualifications in IT preferred – diploma, degree or similar in Computer Systems, Architecture, Networking/ Communications/ Telephony, Security, Software Development & QA/ Testing etc.
Role-specific Behaviours:
- Diplomatic, persuasive and influential at all levels
- Rigorous attention to accuracy, detail, controls and process
- Self-starter with initiative, drive and energy
- Focus on delivery – “gets things done” / results oriented
- Able to build cross business contacts and relationships
- Demonstrates strategic and conceptual thinking and analysis
- Proactive in the identification and management of risks
- Intellectually curious; keen to challenge and question; maintains knowledge at forefront of industry practices
- Drive for success / continuous improvement
Pay: £46,500.00 per year
Benefits:
- Company events
- Free parking
- On-site parking
Work Location: Hybrid remote in Southampton
