IT Support Manager

2 weeks ago

Stevenage, Hertfordshire, United Kingdom The Institution of Engineering & Technology Full time
What if your leadership could transform our IT support team?
What if you could lead a team that redefines IT support excellence?
What if you were our IT Support Manager?
We're also making significant investments in our people, including providing a modern, vibrant workplace and embracing hybrid working.
As the IT Support Manager, you will lead a dedicated IT Support team within our Technology Department.

Managing a team of eight, you will provide direction, guidance, and inspiration to ensure seamless day-to-day operations and high-quality service delivery.

You will analyse performance metrics and feedback to drive continuous service improvements through targeted training, updated policies, and refined procedures.

Additionally, you will support ongoing IT projects and spearhead new technological developments.

Your team will deliver professional and efficient technical support to all IET colleagues and affiliates across seven sites (three in the UK and four internationally).

As the IT Support Manager, you will establish a culture of excellence and leadership, while also being prepared to engage in hands-on problem-solving and incident management when necessary.

You must have previous management experience in IT Support and be an excellent communicator with strong leadership and organisational skills.

Ideally, you will also have experience with agile methodology (Scrum).

but also, keep in mind that we're open to discussing flexible ways of working, including reduced hours and working in an agile way, supported by a hybrid working framework that allows you to find the best place to do your best work.

Overall responsibility for IET IT Support service provision, providing support for Microsoft Desktop Operating Systems, Microsoft 365, and many other standard desktop software applications, plus ad-hoc software.

Also providing hardware support (PCs, laptops, telephones, mobile devices and audio visual equipment).
Full ownership of the team and service provided, working with colleagues and third parties as required.
Using the Agile methodology, ensure proactive work is planned and executed in a controlled and well-maintained manner.

Provide training, development, and coaching to the team, ensuring they possess the correct knowledge and skills required to provide accurate, relevant information and guidance on all aspects of IT Support.

Maintaining an up-to-date knowledge base and understanding of all IT Systems ensuring service standards are maintained through team knowledge, process, procedures, and documentation.

Ownership of problem management and root-cause analysis, ensuring recurring issues and / or serious incidents are investigated and, where possible, mitigated.

Act as an escalation point ensuring complaints are managed appropriately through to resolution, whilst maintaining communication with relevant internal stakeholders.

Line management of the IT Support team, including (but not limited to) performance discussions, 1-2-1s and team / individual objective setting aligned with department objectives.

Develop the Service Desk toolset in both usage, configuration and data quality to support continual improvement.

Ensure adequate staff cover is maintained across the IET's sites during core hours to support a quality service delivery.

Promote and maintain best working practices for computer system usage, security, virus management, backups, etc
Cascade IT knowledge to the user community through micro-training and advice.
Assist in ensuring all levels of computer and network security are maintained to best practices.
Maintain an organised working environment both physically around the office and electronically within the IT systems.
Must have experience in a technical leadership or management role, including line management.
Sound knowledge of and experience supporting Microsoft desktop environments, including Windows and Office.
Experience of configuring and developing a service desk toolset.
Solid software and hardware diagnostic skills
A general understanding of Local and Wide Area Networks and the function of the components involved.
We celebrate diversity and are committed to creating an inclusive environment for all employees.

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