IT Support Manager

2 weeks ago


Edinburgh, Edinburgh, United Kingdom Denholm Associates Full time

The Role:

  • Managing, allocating and prioritising workload
  • Being an escalation point to support the team
  • Focusing on customer service excellence
  • Respond directly to more complex queries
  • Identifying and scheduling Planned Preventative Maintenance
  • Identifying root cause of repetitive issues to resolve tickets
  • Exploring ways to reduce ticket/request volumes
  • Managing and reporting KPIs regularly
  • Implementing SLAs where appropriate
  • Implementing standard procedures to ensure efficient service delivery
Experience required

  • HNC/D Computing related qualification or higher
  • Drive and implement ITIL processes i.e. Service Management Processes
  • A good understanding of what it means to provide excellent customer service.
  • Expert knowledge in the daytoday operation of multiple operating systems, particularly
macOS, Windows 10, iOS and iPadOS, ChromeOS and Android.

  • Expert knowledge when it comes to managing Mobile Device Management systems and
deployment of end user devices across multiple platforms.

  • Demonstrable previous experience of writing and reviewing procedural documentation and
answers to frequently asked questions.

  • Knowledge of various educational Management Information Systems such as SIMS and WCBS PASS/3sys.
  • Firsthand experience using productivity suites such as Microsoft Office and G Suite.
  • Experience of managing Active Directory and deployment technologies (SCCM, JAMF, etc.)
  • Demonstrable experience in implementing and managing ITIL processes and controls
  • Experience of working with Service Management tools/ticketing systems (TopDesk)
Software experience

  • Google Services
  • Microsoft Office
  • Intune
  • JAMF
  • TopDesk
  • Active Directory
  • TeamViewer

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