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IT Support Manager

Denholm Associates
Job LocationEdinburgh
EducationNot Mentioned
Salary49,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Denholm is delighted to be supporting our prestigious Edinburgh based Education client to assist in hiring their new IT Support Manager. The ideal candidate will come with experience Service Desk Management, managing a team of 2nd and 3rd line support technicians,whilst maintaining hands on experience to assist. Given the nature of the role and interaction across the wider School, excellent customer and stakeholder skills are essential.Project management is a key aspect of the position, with project work arising on a regular basis. Service management (ITIL), improving annual roll-over process, mobile device management are all key parts of the role, the candidate will also require strongwritten and oral skills.The Role:

  • Managing, allocating and prioritising workload
  • Being an escalation point to support the team
  • Focusing on customer service excellence
  • Respond directly to more complex queries
  • Identifying and scheduling Planned Preventative Maintenance
  • Identifying root cause of repetitive issues to resolve tickets
  • Exploring ways to reduce ticket/request volumes
  • Managing and reporting KPIs regularly
  • Implementing SLAs where appropriate
  • Implementing standard procedures to ensure efficient service delivery
Experience required
  • HNC/D Computing related qualification or higher
  • Drive and implement ITIL processes - i.e. Service Management Processes
  • A good understanding of what it means to provide excellent customer service.
  • Expert knowledge in the day-to-day operation of multiple operating systems, particularly
macOS, Windows 10, iOS and iPadOS, ChromeOS and Android.
  • Expert knowledge when it comes to managing Mobile Device Management systems and
deployment of end user devices across multiple platforms.
  • Demonstrable previous experience of writing and reviewing procedural documentation and
answers to frequently asked questions.
  • Knowledge of various educational Management Information Systems such as SIMS and WCBS PASS/3sys.
  • First-hand experience using productivity suites such as Microsoft Office and G Suite.
  • Experience of managing Active Directory and deployment technologies (SCCM, JAMF, etc.)
  • Demonstrable experience in implementing and managing ITIL processes and controls
  • Experience of working with Service Management tools/ticketing systems (TopDesk)
Software experience
  • Google Services
  • Microsoft Office
  • Intune
  • JAMF
  • TopDesk
  • Active Directory
  • TeamViewer

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