IT Manager
1 month ago
IT Service Manager Milton Keynes or London
As MHA continues to grow, we are seeking an IT Service Manager for our Milton Keynes office.
The management and assurance of all IT Services, ensuring high quality, consistent, professional and service level driven support is delivered to the MHA staff and partners (customers).
Focusing on your aligned regions, offices and customers to gain a deep understanding of their ways of working and ensuring that IT services deliver an exceptional experience.
Working closely with the Head of Service, lead in the delivery of an IT service that is reliable, resilient, scalable, and secure, continually improving the customer experience while adhering to policies and standards.
Work with the Head of Service to monitor the service delivered by our IT service providers, ensuring that there is a seamless approach to service and a relentless drive to delight our customers.
Where complaints do arise, ensure that the Head of Service is informed promptly.
Using your own knowledge and detailed analyses of tickets and current trends to identify and drive opportunities for improvement.
A key part of the role is to help our customers to achieve value from IT through improved understanding of the tools available. Working with the IT Service Analysts you will ensure that these tickets are kept updated, prioritised and resolutions documented.
As a high-presence role, time with customers is key and weekly travel will be required. As part of the IT service team, you will at times be providing services nationally and internationally, both remotely and in person across our offices and to remote based people around the world.
ITIL Foundation desirable
5 years’ experience in a customer facing IT role
People management, development, performance and recruitment
Experience working within an IT Managed Service (outsourced) environment
PC’s, Audio Visual, Mobile Phones, Telephone systems
Experience working with ITIL service and support processes
Strong analytical and diagnostic skills for problem resolution and root cause analysis
Excellent knowledge of Microsoft products
Help our customers with questions and allow them to get the most out of our systems by resolving their issues so they can focus on what is important
Provide high quality support to customers by email, phone and in person
Be proactive in the support of office IT equipment including meeting room technologies, perform daily checks to ensure these systems continue to function without causing frustration
Resolve 2nd line application issues and manage the escalation to 3rd line support where necessary
They may include Procurement, Problem Management, Service Improvement, Change Management, Knowledge Management, Training, Reporting and others.
Plan and deliver service and workplace projects including office moves
Providing a point of escalation to ensure issues are managed efficiently and proactively ensuring minimum impact on staff that use the IT Services
Build strong relationships with our IT Managed service providers ensuring that we work as one team in the interest of the customer
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