Technical Support Manager

Job Description

Technical Support Manager- Resource Solutions- 3 months - London (at least 3 days per week in office)Our Client:Sustainable places. Connecting communities. Realising potential. We live by these principles to create great experiences for people, now and in the future.We create places that make a lasting positive contribution to our communities and our planet. We bring people together, forming connections with each other and the spaces we create. And we provide our customers, partners, and people with a platform to realisetheir full potential.The Opportunity:As Technical Support Manager you will be responsible for providing technical support to colleagues across the business and partners. You will be accountable for the management of a team of talented support partners and overseeing the delivery of key servicemanagement processes inc. Incident Management, Outage Management, Service Requests, Problem Management and Change Management.Key Responsibilities:

• Management of the technical support staffs daily activities including management of team rotas to ensure appropriate resourcing is in place at all times.
• Provide regular management reports on support activities including outage reporting, call statistics and metrics.
• Provide accurate, appropriate and effective user communications during outages and prior to periods of planned maintenance.
• Identify trends and problem areas, to devise and deliver solutions to enhance quality of service and improve service availability.
• Ensure that the service management processes meets the agreed KPIs for the Data & Tech team.
• Set individual impact statements and development plans to ensure a well-balanced and skilled support team.
• Manage the provision and suppliers of End User computing for staff. Ensuring a seamless onboarding and a secure offboarding of employees.
• Act as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
• Provide investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assist with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
• Initiate and monitor actions to investigate and resolve problems in systems, processes and services.
• Prioritise and diagnose incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents accordingto agreed procedures.
• Identify and resolve network problems following agreed procedures. Uses network management software and tools to collect agreed performance statistics. Carries out agreed network maintenance tasks.
• Investigate security breaches in accordance with established procedures. Assists users in defining their access rights and privileges. Performs non-standard security administration tasks and resolves security administration issues.

Key skills/experience required:

• Management and leadership skills
• Collaboration & communication skills
• Experience of implementing ticketing systems previously- FreshService/ServiceNow
• Experience of managing a technical support team
• Strong troubleshooting knowledge
• Broad knowledge of IT service management practices and reporting inc. SLAs
• Strong understanding of common Microsoft platforms and productivity technologies
• String understanding of Windows 10/11 and Active Directory management.
• Exceptional Customer service skills
• Demonstrate problem solving and cross team collaboration skills.
• Strong capability to understand and translate technical information into impactful, relevant user information.

This is a unique opportunity to be a part of service improvement and motivate a well-established team! Dont hesitate to apply.