Our global retail client based in Leeds has an exciting requirement for a Support Manager to join on a permanent basis to help guide their level 2 support team. The level 2 support team are responsible with providing 2nd line support for infrastructure and the internal/external user communities within agreed service levels. The successful Support Manager will manage a team of circa 20+ people with line-management responsibility for four team Leaders.
This role is predominately Leeds based but with regular visits to London offices and Midlands facilities required. The Level 2 team in Leeds operate between 7am and 7pm Monday to Friday but this role will predominantly be 9am to 5pm. They do however offer flexible hours providing you can cover core hours.
'€¢Overall management of L2 Support Services team, located in Leeds, Midlands & London that cover the following areas:'€¢Provide 2nd line technical support for all existing core systems and applications and any future technologies.'€¢Support and promote a shift left mentality through L2 Support,liaising with the Service Desk, 3rd line internal support groups and external 3rd parties when required'€¢Work closely with direct reports to ensure all Technicians have appropriate development plans to proactively manage all supported IT Services.'€¢Proactively manage, maintain and improve support procedures by implementing best practice methods implementing smarter ways of working and ensuring that procedures are fully documented and understood by the support team.'€¢Implement continuous improvement processes and a "User Centric" culture within all L2 Support teams.'€¢Work closely with the Head of Support Services and other key stakeholders to ensure L2 support meets current and future business requirements.'€¢Continuous development of KPI's to ensure team performance meets departmental and business needs.'€¢Provide 2nd line support for Citrix/Server infrastructure'€¢Provide 2nd line Deskside support for all Leeds based user communities, and field based/remote users in the North of the UK'€¢Provide IT Support to the Distribution Centre Operation teams in Leeds and the Midlands'€¢Procure IT equipment as required'€¢Disposal of redundant IT equipment as required.'€¢Provide 2nd line Digital support for all platforms supported'€¢Provide 2nd line Application & Business support for all platforms supported'€¢Work collaboratively with 3rd line internal support groups and external 3rd parties when required'€¢Support on a call out rota providing out of hours support'€¢Participate in project work as required
'€¢Experienced Team Manager'€¢Good networking and rapport building skills.'€¢Influencer both within Technology and Business.'€¢Strong team development, ensuring close alignment to industry best practices'€¢Good training, mentoring and coaching skills.'€¢Sound 2nd line technical skills in many areas mentioned above'€¢Good Incident management and problem management skills'€¢Good awareness of ITIL framework and disciplines'€¢Strong verbal and communication skills with the ability to communicate technical activities to none technical audiences'€¢Good business awareness of service levels and a good understanding of the impact of critical system issues on the business.
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
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