Support Team Manager

3 weeks ago


Winchester, Hampshire, United Kingdom Shaw Daniels Solutions Full time
Job Overview

We are seeking a highly skilled Support Team Manager to join our team at Shaw Daniels Solutions in Hampshire/Hybrid. The ideal candidate will have at least 5 years of IT service desk management experience and a strong desire to develop and learn.

About the Role

This is an excellent opportunity for a motivated individual to take on a challenging role that requires a high level of IT knowledge, escalation, and problem resolution skills. As a Support Team Manager, you will be responsible for managing the IT Service Desk and Operational Support team, providing mentoring, training, and regular appraisals of their work.

You will also be responsible for ensuring all team objectives are understood and met, conducting regular team meetings and one-to-one reviews to monitor progress and drive improvement, and recruiting additional staff when required.

About the Job Description

The successful candidate will have excellent people management skills, with the ability to communicate effectively with technical and non-technical customers, as well as colleagues and stakeholders. You must thrive in a dynamic and fast-paced environment and inspire your team to achieve ambitious goals.

Key responsibilities include day-to-day management of new and existing tickets that come into the IT Service Desk, detecting and analyzing incoming tickets for high priority, wide-ranging or recurring issues, and taking ownership of escalations.

In addition, you will ensure that support services are consistently meeting the needs of the business, complete service reviews for both the IT Management Team and Business Operational Management teams, and work with the Head of IT Operations to highlight ideas for improvement within the service desk.

About the Requirements

To be successful in this role, you will need to have a strong analytical skillset, with the ability to collect, interpret, and utilize data for informed decision making and continuous improvement. You must also have a passion for providing high-quality customer service and the ability to handle multiple tasks effectively without detriment to service provided.

A minimum of 5 years' experience in IT service desk management is essential, with a strong understanding of ITIL principles and practices. You will also need to hold a valid ITIL Foundation Certification (ITIL 4 preferred) and have excellent communication skills.

We offer a competitive salary package, including a base salary of £65,000 per annum, plus benefits such as health insurance, pension scheme, and professional development opportunities.



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