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IT Support Manager - Central London

Premium Job From BCT Resourcing
Recruiter: BCT Resourcing
Listed on: 20th July
Location: London
Type: Permanent
Start Date: 2020-07-20

Senior IT Support Manager


Client is a global Insurer who are disrupting the market through its innovative use of technology. They are in the midst of a digital transformation with massive investments into cutting edge technologies and are looking for a hands-on manager that can play a key role in helping to turn the vision into a reality.

As the Senior IT Support Manager you will be responsible for the design, development, implementation, and management of desktop support solutions and processes in support of the Information Technology services with a strong focus on automation and cloud technologies.

Your Responsibilities:

* Oversee the development and progress of all desktop technicians within each tier of Desktop Support ensuring appropriate client communication, incident documentation, proper escalation processes, incident prioritization and SLA attainment.

* Bring automation within IT using scripting techniques, adoption of the latest technology to continue to remove manual processes in IT

* Implement a data driven approach to support, using metrics to measure and optimize support activities.

* Provide transparency of IT support issues to other senior managers and business leaders

* Ensure End-user IT products and services are delivered on time and within budget.

* Implement a comprehensive training and mentor program for the members of the IT services team.

* Collaborate with the Infrastructure & Networking and the Cloud & Automation teams to deliver a secure, reliable and repeatable IT user experience to our users.

* Filtering and resolving escalated issues within the Desktop Support; act as main point of contact for personnel to resolve issues beyond their skill set, knowledge, etc.

* Design, develop and implement user training offerings based on support data.

* Communicate day-to-day activities and challenges to Management

* Engage internal teams and 3rd party vendors to resolve computer and/or application performance issues

* Provide Subject Matter Expertise and Training to Internal/External Departments including the Service Desk and other support focused teams

* Stay current with industry changes in hardware, software, and security

* Mentor/develop/motivate staff with ongoing evaluation of direct staff for required skills and experience.

* Be a thought leader in adopting the latest technology and support techniques

Required Experience:

* Proven Experience in transforming traditional IT support teams leveraging the Microsoft Cloud Stack to provide an automated self-service platform. Experience with Azure Automate, Intune Autopilot and Azure Security Centre is beneficial.

* Experience in managing teams leveraging Agile methodology using Azure DevOps or similar platforms.

* Demonstrable experience managing a successful Global remote IT Desktop Support team

* Demonstrated success in establishing and implementing support processes and standards

* Good working knowledge of PowerShell scripting.

* Experience supporting Desktop Operating Systems including Microsoft Windows and Apple OSx

* Virtual Desktop Infrastructure (VDI) platforms

* Excellent Oral and written communication skills

* Strong customer service skills with proven experience in collaborating with peers, leaders, employees and vendors (on-site and remote)

* Experience with Budget development

Please apply now if you are interested in being considered for this position.

Contact Name:
Reference: TJ/7354/1537583
Job ID: 2840731

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