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Education Service Delivery Manager
2 months ago
The Education Service Delivery Manager will be the primary manager and escalation point for Education customers and sites. You will manage Helpdesk Engineers and work closely with other SDMs, Onsite Education Engineer teams, and Account Managers to meet customer requirements efficiently and strive to resolve customer issues by delivering the right solutions first time, on time, every time.
Main Responsibilities- Primary escalation point for education engineer teams and ESDMs.
- Responsible for direct management of Helpdesk Engineers including identification of skills gaps, creation of skills matrices, development and implementation of training programs at both individual and team levels, and tangible reporting to show a service improvement link between program and individual performance.
- Responsible for performance management of the team, including regular score check-ins, regular performance reviews at both individual and team levels, highlighting areas for improved achievement, as well as introducing performance development plans and managing disciplinary reviews where necessary.
- Primary technical support advisory to the service manager on all service-related incidents and problems.
- Primary responsibility for taking over major impacting service incidents, owning the investigation, diagnosis, identification of root cause, and rollout of mitigating actions to permanently fix the underlying issue.
- Provide level 1, 2, and 3 server, network, and desktop technical support, diagnosing customer issues and providing a high level of first-time fix.
- Incident and problem management - taking over from 1st or 2nd line engineers where escalation is required.
- 2 years' experience as a senior engineer supporting schools or colleges with previous experience at other levels.
- 6+ months' experience as a network manager/technical lead at a school or college.
- Experience in managing or supporting projects.
- Supporting multi-site clients.
- Intermediate level of knowledge and use of Microsoft Office applications.
- All MS Windows server platforms.
- All MS Windows desktop platforms.
- PC/Server hardware - upgrade, both hardware and firmware, RAID configurations, iLO.
- Active Directory - configures sites and services, resolve issues.
- Group policies - create, breakdown, and troubleshoot issues.
- Office 365 - create accounts, breakdown, troubleshoot issues, AD sync etc.
- Microsoft Hyper-V / VMware - basic skills.
- Veeam - setup, implement and troubleshoot local and datacentre-based backups.
