IT Support Manager
2 days ago
Technical Support Manager
Based in Winchester with Hybrid working (office based 2 days per week)
£52,500 - £62,000
About the Role:
We are looking for a skilled Technical Support Manager to join our team at Spectrum IT Recruitment. As a key member of our organization, you will be responsible for managing a support team consisting of 1st and 2nd line service desk engineers.
This is an exciting opportunity to take ownership of the performance of our IT team and implement real change to a growing business. You will have the autonomy to bring your style of leadership to the role and implement changes that will improve internal processes and overall performance.
Key Responsibilities:- Managing a support team of 1st & 2nd line support engineers
- Improving the performance of the technical support team by implementing change to existing support processes and training set-up
- Reviewing and improving internal structure to ensure service levels, support quality and customer satisfaction targets are met
- Leading department and individual performance reviews
- Dealing with escalated issues when required
- Prior experience managing a technical support team (ideally at least 5 engineers)
- Able to implement new processes, deliver change and a track record of improving IT support services
- Understanding of ITIL practices (ideally ITIL qualified)
- Experience developing metrics to analyze support team performance
- Knowledge of on-premise to cloud migrations (advantageous but not essential)
- Experience working with a support team managing multiple products/services (advantageous but not essential)
- Modern IT environment
- Autonomy to implement change and structured processes
- Extensive investment in IT systems
- Hybrid working with flexible hours
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