IT Support Manager

Department: Information Technology Employment Type: Full Time Contract
REF ID: #199

Job Description:

The IT Support Manager will own the service desk function and become the central point of contact for IT incidents and requests from employees. You will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests.

This role would suit an all-round hands-on IT Support. You will be used to providing quality customer-focused approach to support. You will be a strong communicator, able to communicate technical issues to non-technical staff, and provide readable and comprehensive documentation.

IT Support Manager will lead a team of IT Support Staff to deliver a customer focused IT support service to staff and customers. It is a busy and varied role which requires strong leadership skills, a wide array of technical skills as well as planning, organization, negotiation and relationship management skills. The IT Support Manager must have previous experience in managing IT support teams and will have managed or implemented IT Service Management.

Role and Responsibilities:

  • Lead a team of resources to deliver IT Service on time and within budget maintaining end-to-end accountability for overall delivery and customer satisfaction
  • Work with IT leadership team and colleagues to determine necessary activities to successfully deliver IT services throughout the business and contribute to the wider goals of IT Services and strategy
  • Ensure the right type and number of resources required to fulfil the service requirements or customer demand are available and in place
  • Deliver customer satisfaction and overall excellence by identifying opportunities (or issues) and assist with speedy resolution and serve as an escalation point
  • Understand the pipeline of demand and work to ensure an appropriate supply of resources
  • Responsible for service delivery reporting and optimizing processes through continuous improvement
  • Lead the internal IT support team in our day-to-day IT operations, various projects and strategic Group IT Initiatives
  • Oversee equipment provisioning, user access management, endpoint maintenance, & contributing to the overall improvement of our IT stack
  • Maintain the IT Service Management Framework and coordinate ITIL Service Operation Processes such as event management, incident management and request fulfilment
  • Provide end-user support to executive staff, and advice regarding standard office applications and best practices as it evolves with company needs
  • Ensure Licensing Management
  • Support onboarding / off-boarding employees on corporate systems
  • Manage multiple and conflicting priorities in a timely and sensitive way, with full transparency to the IT Director
  • Assist in creating operational documents, training materials, help subsystems, user documentation and technical documentation, as required
  • Provide daily status updates on helpdesk issues / requests and calls attended to management for review and decision making.
  • Responsible to facilitate the smooth functioning of IT systems within the company
  • Create manuals, documentation and SOPs
  • Provide afterhours support as needed
  • Assist with other duties as directed by management and achieve goals set to be align with organizational goals.
  • Provide timely status updates for task assignments to IT Management.

Experience and Skills:

  • 10+ years of Experience in IT support and service management
  • Advanced knowledge of O365, including Outlook, Exchange Online, Azure AD, and Microsoft tools
  • Utilize Service Management tools and create reports on the operational status and activities pertaining to IT operations
  • Ensure compliance of Information Security Policies and standards, Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for internal organization
  • Ensure effective alignment between business communities and IT
  • Flexibility to adjust to multiple demands and shifting priorities
  • MS Office application – Office 365 Productivity Tools
  • Advanced working knowledge of Microsoft Operating Systems and Office software
  • Hands on experience with help desk and remote-control software
  • Experience in the use of ITIL compliant ITSM tools such as Manage Engine, ServiceNow or equivalent
  • Strong work ethic, self-motivation, and good organization
  • An empathetic approach to customer service
  • Coaching team members, Team-player

Qualifications and Certifications:

  • A Bachelor Degree in IT
  • Office 365 Certification will be a plus
  • ITIL Certification