IT Support and Projects Manager

We have an opening in our IT Support department for an IT Support Manager that will manage a team of 1st and 2nd line level technicians but also be heavily involved in periodic IT Projects. The ideal candidate will have a minimum 5 years’ experience in IT Support Helpdesk with solid Customer Service experience and preferably be Microsoft certified; coupled with this you will have managed ICT projects.

To be considered you must:

• To provide technical support management; and manage service levels when answering support queries either onsite or via phone or email.
• To maintain a high degree of customer service for all support queries.
• To take ownership of user problems via the management of your team.
• To manage the process of logging all calls on the call logging system and maintain full documentation.
• Help your team respond to enquiries from clients and help them resolve any hardware or software problems.
• Manage the support of users in the use of Computer equipment by providing necessary training and advice.
• Work as part of the IT Support Management team and any other operational/project teams as requested by the IT Director.
• Manage workloads and notify the IT Director when KPI/Targets are going to be breached.
• Raise any security concerns to the IT Director.
• Manage reports and logs in line with departmental policy.
• Obtain quotes and process orders in line with departmental policy.
• Manage the set up and configuration of new laptops and desktops.
• Manage the installation of authorised software to laptops and desktops.
• Manage the configuration/maintenance of computer systems, networks and peripherals as instructed.
• If required undertake trips to other sites/data centres, including staying overnight where appropriate (and maintain a valid UK driving licence).
• Any other duties as requested by the IT Director including GDPR and process improvement including incidents, risks.
• Keep abreast of IT Trends and engage with IT Director to develop personal development plans for the team.

The below skills would be beneficial to the role:

• Active Directory user and computer administration.
• Windows desktop administration.
• Windows Server administration.
• O365 administration.
• Exceptional Customer Service skills.
• Proven experience working within IT service delivery management including IT Project Management and the ability to work at board level.
• Excellent troubleshooting and problem-solving skills.
• Excellent ability to transfer knowledge within a team.
• General Network administration and troubleshooting.