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IT Support Manager
2 weeks ago
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
- 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
- Expert knowledge when it comes to managing Mobile Device Management systems and
- Demonstrable previous experience of writing and reviewing procedural documentation and
- 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)
- Google Services
- Microsoft Office
- Intune
- JAMF
- TopDesk
- Active Directory
- TeamViewer
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