System Support Manager
2 weeks ago
This role is working for a medium sized organisation who are on a growth path and have a exciting environment where people get supported with development and they really look after staff.
This role is hybrid
- x3 days in the office/ x2 from home.
This is a junior management position which will provide direction, mentorship, and support to junior and senior members of the team. Supporting various business functions, working with Client Facing Teams (CFT), project managers, departmental heads and,where necessary, external clients and vendors to drive continuous improvement and prompt resolution of issues. Continual review of systems and processes to drive innovation and efficiency improvements. Perform administrative duties in line with policies includingthose concerned with management of staff.
**Key Responsibilities and Duties**
- Provide support to various business functions to drive system and process improvements and ensuring the timely and accurate investigation and resolution of issues.
- To ensure that all Service Requests (SR) are assessed, and business approval is sought wherever an issue requires significant amounts of time to resolve so that we can determine whether the request is appropriate, and if so whether it will be rechargedto the client or the cost be borne by the business.
- Provide scoping / support with requirement gathering on larger system enhancements and projects to assist the appropriate direction of development in line with team and business best practices.
- Provide triage to SRs and incidents to ascertain if the matter has been raised correctly, if any additional information is required, determine whether the issue appears to be data / user related and assess the complexity to assist team in Business as Usual(BAU) allocations, or whether to pass to the operational support team.
- Lead morning BAU allocation standup meetings to properly manage aged SRs and incidents and assess team capacity on an on-going basis.
- Work with other managers to set weekly resourcing of BAU, Continuous Improvement Requests (CIR), projects, migrations/onboarding and communicate this to the team.
- Allocation of tasks to junior and senior team members to be processed each day to support business SLAs and prompt deliverables.
- Ensure that any system developments, enhancements, or corrections follow the correct change process through documentation, testing, approval board and deployment.
- Review changes raised to ensure completeness and accuracy before being submitted for approval, supporting more junior team to rectify and improve quality going forward
**Skills, knowledge, and expertise**
- Knowledge of report writing tools such as TSQL, SAS, Front Reports, MS Excel (including macros) Experience working in team, providing training and development to more junior team members.
- Experience within a Project Management environment, including co-ordination and planning of actions and resources
- People management experience
- Relevant professional qualifications
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