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IT Service Delivery Manager
2 months ago
Company Description GFR Tech provide end to end IT Solutions and Managed IT Services for small to medium sized businesses. We provide Consultancy, Installation, and IT Support Services. Our solutions bring together all aspects of IT within a business and we are committed to providing exceptional service to all our customers. We have a proven track record with a broad range of clients including - Medical, Veterinary, Real Estate, Design & Construction, Finance, Leisure Attractions, Sporting Venues, Retail Outlets, Hospitality, Warehouses and Offices.
This is a full-time on-site role for an IT Service Delivery Manager at GFR Tech in Bracknell. To efficiently oversee the Service Desk operations for our support Team. The role will be 5 days per week with a working day of 8.We are a small and friendly team and you will be supervising our IT Engineers and you will engage directly with our customers both on and off site. You will have previous experience of managing a small team within an IT environment, preferably within an MSP operation.
The role will involve ensuring prompt and effective handling of incidents and service requests, from initial response to resolution. Monitoring service desk metrics allowing for swift intervention in case of deviations from SLAs and quality standards. Coordinating issue troubleshooting and timely escalation, as needed, ensuring smooth IT support for all our customers.
Our ideal candidate will have very strong communication and customer service skills.
Overseeing IT projects, managing asset lists, stock levels, software licenses and maintaining up-to-date IT documentation and knowledge base contributions to ensure a well-functioning IT environment.
Experience of leading an IT service delivery team and sound knowledge of problem management and incident management processes.
A technical background is essential, we will need you to have a good understanding of relevant technologies such as Windows Operating Environment, Cloud Services, Virtualisation, Hosting, Networking, Storage.
Monitoring trends and analysing data within the team to identify issues, resolve and suggest measures to be put in place for long term resolution.
Being the escalation point for our IT engineers.
Managing and coordinating urgent and complicated support issues.
Responsibility for process and service improvements.
Working closely with the CEO and the Finance team to ensure exceptional customer service and continuously, improve, expand and evolve our business.
Supporting, appraising, developing and coaching the team of engineers.
Building team spirit and motivating team members.
Our modern office is based in Bracknell with free onsite parking and easy access to the town centre. Applicants will ideally live within 30 minutes commute of our Bracknell office.
