Senior Manager - Technical Support

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Manage the Infrastructure and Network team members to provide customer focused support to the EMEA region, ensuring the delivery of standardised high quality operational services. Be involved in major projects including cloud strategy.Client DetailsLeading global pharmaceutical company with multiple European offices.DescriptionSenior Manager - Technical Support, Hatfield (hybrid working):Management of the EMEA Infrastructure and Network team members.Provide a standardised and high-quality technical support service to all EMEA affiliate companies, ensuring that incidents, problems, service and change requests are completed within business agreed Service Level Management Frameworks.Ensure that technical support is provided between 08:00 and 18:00, using an overlapping two-shift system.Regularly review EMEA Infrastructure and Network team members performance with a view to continual improvement.Ensure the on-going coaching, mentoring, training, and development of EMEA Infrastructure and Network team members.Proactive monitoring, maintenance, and administration of regional systems including Physical and Virtual Server & Desktop environments, Microsoft Active Directory, Backup Systems, Disaster Recovery Environment, Software Deployment, Enterprise Storage, Collaboration and Messaging servicesUse Problem Management tools and techniques to identify the root cause of problems and select appropriate means of resolution.Manage relationships and contracts for all Vendors associated to Infrastructure and Networks.Manage the deployment of EMEA technical resources to address demand, from Incidents, requests, Problems and Changes/ ProjectsAct as the initial escalation point for all EMEA Technical support & Network team issues.Act as Change and Problem Management Process owner/ manager with continual service Improvement In mind.Manage, control, and report all demand processing within the team to Senior ManagerProfileSenior Manager - Technical Support, Hatfield (hybrid working) will have:Technical Skills and knowledge across:Microsoft 365, including Azure, and AWSVMware;NetApp Operations Manager and Enterprise StoragePalo Alto FirewallsForcePoint Web ProxyCISCO SDAMicrosoft Sever, SQL, AppV, SCCM & AD, DNS, DHCP;Microsoft Office Applications, Project, Visio;Event Monitoring Tools (Solarwinds)IT Service Management Tool. (ServiceNow, ITSM, and ITOM) In addition you will have:Experience managing a team of 3rd line support and network specialistsExperience managing multi-site Infrastructure.ITIL Advanced certificationIdeally MCSE/ CCNPCloud experienceExperience working with service environmentsExperience managing costs for IT solutions.Job OfferSenior Manager - Technical Support, Hatfield (hybrid working) will receive:Competitive salary depending on experienceExcellent benefits Great career opportunities within the pharmaceutical industry