Recruitment Agency for Stockport and Greater Manchester
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The role is to lead the clients support function. It will be based in Egham or Corsham but flexible home working will be allowed. The role will report into the Service Delivery Director.
Salary: 50-65k per annum full time, dependent on experience.
Company Benefits: 6% Employer Pension Contribution, Death in Service Coverage at 4x salary & Income Protection. Holiday Entitlement starts at 20 days + UK bank holidays (FTE), rising to 25 days + bank holidays after 5 years of continuous service.
Mandatory Requirements: Must be UK passport holder for potential security clearance. A DBS screening may also be carried out. Previous experience of running a support helpdesk is essential.
Preferred Requirements: Knowledge of BMC Product sets & a strong understanding of general IT processes.
Function
The role will be responsible for managing two support staff working underneath the Support Manager. The support manager is also expected to work with the team on tickets and run weekly support meetings with key customers.
The role will also need to work with the client management team to look for opportunities within the accounts and provide reporting on the current situation of the account.
The clients shift pattern for support is M-F 7am-7pm with an on-call rota. The manager will need to manage the rota/holiday and on-call for the team. The team can call upon the professional services and technology office for support and guidance on tickets and critical customer issues.
The manager will also be responsible for the internal IT support and the management of the ITSM tooling within the client and within the Technology office.
The role is an exciting opportunity to manage a team and gain a wealth of experience across the Service Management sector and across by the BMC and client product sets. Working with customers and the client management team to expand accounts and move into managing a wider team as the Service Delivery team grows within the client.
•Assessing the technical needs of staff or clients
•Establishing and maintaining strong relationships with staff/clients
•Measure service satisfaction levels
•Managing and upholding the troubleshooting escalation process
•Working with the technical teams and BMC to resolving system and application issues
•Assisting with IT equipment sourcing and budgeting
•Identifying gaps in the support process and amending it accordingly
•Develop relationships with external clients and organisations to assess their technology, support, and security needs
•Provides client assessments, and pitches IT equipment and service packages during meetings or presentations
•Work with the Professional Services and Technology teams at the client to offer innovative solutions that meet clients’ needs
•Establishes client and sales goals, and tracks progress and other metrics
•Maintains relationships with technology, software, and security vendors
•Upholds a sense of customer service and measures client satisfaction
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