IT Support Operations Manager

3 weeks ago


Staffordshire, United Kingdom Hays Technology Full time

About the Company: Hays Technology is a prominent recruitment agency specializing in connecting talented individuals with leading organizations in various sectors.

Role Overview: We are seeking an experienced IT Support Operations Manager to oversee our service desk operations. This role is crucial in ensuring that our IT support framework operates efficiently and effectively.

Key Responsibilities:

  • Manage the service desk team, ensuring prompt resolution of technical inquiries and providing exceptional support to users.
  • Maintain high standards of IT service delivery, collaborating with various IT departments to enhance user experience.
  • Provide comprehensive support for end-user computing devices and assist with on-site IT equipment issues.
  • Work closely with the IT Service Delivery Manager to address tasks that exceed supplier capabilities.
  • Oversee supplier relationships and ensure compliance with service level agreements (SLAs).
  • Drive continuous improvement initiatives to enhance service delivery processes.

Travel Requirements: This position requires travel across various locations, necessitating a valid UK driving license and access to a personal vehicle for business purposes.

Essential Qualifications:

  • ITIL V4 Foundation certification.
  • Experience with JIRA service desk tools is advantageous.
  • Proven experience in a leadership role within an IT service desk environment.
  • Strong understanding of IT systems, networks, and software applications, with the ability to troubleshoot and resolve technical issues effectively.
  • Proficiency in O365 applications, including SharePoint and Teams.
  • Demonstrated leadership skills to inspire and develop a high-performing service desk team.

Benefits:

  • 25 days of annual leave, increasing with tenure, plus bank holidays and additional days during the holiday season.
  • Opportunity to participate in a contributory pension scheme.
  • Access to an Employee Healthcare Portal, eye care vouchers, and a cycle-to-work scheme, among other benefits.

Hays Technology is committed to providing a comprehensive induction program and ongoing learning opportunities, including mandatory and specialized training.



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