Senior Business Systems Support Supervisor

2 months ago

Liverpool, United Kingdom Princes Full time

**Vacancy Name**
- Senior Business Systems Support Supervisor

**Employment Type**
- Fixed Term

**Country**
- United Kingdom

**Location**
- Liverpool

**Business Area**
- Finance

**Workplace Type**
- Hybrid

**About Princes**
- The Princes Group has over 7,000 employees with offices and production sites in the UK, Netherlands, Italy, Poland, France and Mauritius. Princes manufactures 350 different food and drink products responsibly sourced and enjoyed by consumers every day. None of this would be possible without striving to be an employer of choice, where our colleagues are proud to represent our business.

**Role Description**

Job Purpose
- Reporting to the Head of IT - Service Delivery, this role will have responsibility of the day-to-day management of the 2nd line support team, ensuring the best possible service is offered to the business when dealing with 2nd line support and security issues, following defined ITIL processes.
- Support the Infrastructure & Operations Manager to ensure a professional and customer focused ethos within the 2nd line Team.
- Provide 2nd line technical & SOC support as required to meet support demands.
- Liaise with all users of IT systems within the group and with third party service providers, dealing with escalations and working with service providers to drive value in service provision.

Dimensions
- 4 direct reports
- IT Support of all UK, European, Mauritius sites - 1 head office, 11 manufacturing sites, European commercial offices, multiple 3rd party logístical sites.
- Internal contacts will include members of the organisation at all levels, given the support element of the role.
- External contacts will include representatives from our key technology partners who provide equipment, service and support.

Key Responsibilities
- Management of the 2nd Line Support function
- Ensure ITIL processes are followed across the function.
- Incident Management - escalated Incidents managed within guidelines and defined SLAs
- Problem Management - defects recorded, and problem management process followed to resolve open defects.
- Change Management - all change managed within the change management process
- Security Operations Centre (SOC) Responsibilities
- Manage teams’ responsibilities within the SOC framework covering all core functions - Identify, Protect, Detect, Respond and Recover
- Ensure cyber security events, alerts and incidents are investigated efficiently and acted upon within operational agreements.
- Monitor procedures to ensure compliance / security / governance with Internal Controls.
- Work closely with the Service Desk & 3rd Line / Project teams so new and updated services are transitioned effectively with a security first approach.
- Maintain the 2nd line support rota to ensure all out of hours support is covered and workload prioritised amongst team.
- Produce regular Management Information.
- Ownership of the continuous improvement of the function, across support, SOC, knowledge transfer and documentation.

2nd Line Support
- There will be a requirement to provide technical support along with the line management responsibilities in the following areas.
- Windows Server / W10
- Microsoft 365
- Microsoft Azure Services
- VMware Technologies

Supplier Management
- Engage with third party suppliers of equipment and software in the provision of 2nd line support
- Manage day to day escalations
- Attend supplier service reviews as required.

Manage/Develop Team
- Ensure that the 2nd line team is appropriately recruited, trained and managed to be able to effectively and safely deliver their tasks, ensuring first class IT Support to the business. This includes where appropriate managing and developing team members in line with Prince’s guidelines on performance management.
- Conducting appraisals, setting goals and objectives, managing team administration
- Weekly 1-1s to support development of our people.
- Lead and encourage the continuous improvement of team processes and procedures.

**Role Requirements**
- Experience Required
- Experience of managing a technical team
- Excellent knowledge of Microsoft Windows Technologies
- Windows 10
- Server OS
- Microsoft 365
- Azure Services
- SCCM / Intune
- VMware vSphere & Virtual Desktop Environments
- Firewall Technologies
- Knowledge of the Cyber Security Industry, concepts & related technologies
- Good knowledge of networking principles
- Good understanding of ITIL framework

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