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London - £50k-£55k Permanent Posted: Friday, 12 July 2019
Applicants must be eligible to work in the specified location

User Support Manager

London and Croydon offices

£50,000 - £55,000

My client are one of the biggest rail organisations in the UK who is looking for a User Support Manager to manage around 25 engineers spilt between their Central London and Croydon offices. Ideally we are looking for an established and experienced User Support Manager, preferably with demonstrable experience of building an IT Support team, someone who has/is managing an ITIL compliant service and has managed a team of upto 20-30 IT support personnel supporting businesses of over 10k users across multiple locations.

Responsibilities -

  • To manage the provision of effective support across all of the clients companies and be available to support the roaming support analysts to ensure proper computer operation so that end users can accomplish business tasks
  • This includes analysing, troubleshooting, and resolving incidents, documenting solutions and IT support processes in order to eliminate recurrences and ultimately reduce the number of calls, emails, and submissions to the IT Service Desk
  • Drive change to ensure enhancement and upgrades are effective by evaluating documented resolutions and trends
  • Ensure appropriate technical documentation is available for support staff and end users
  • Work with vendors to find solutions to the clients issues
  • Ensure team perform analysis, diagnosis, and resolution of hardware and software problems for end-users, and recommend and implement corrective solutions where appropriate
  • Monitor and report on agreed Service Levels to ensure delivery is in line with business expectations
  • Provide liaison between Shared Service team, 2nd line team, IT Operations Manager and Head of IT to ensure customer service is at the highest levels and incidents/requests are closed in a timely manner

Knowledge -

  • Must have a Minimum ITIL Foundation qualification
  • A formal Customer Services qualification
  • Microsoft desktop operations systems Windows 7 & 10 experience
  • Basic Windows 2008/2012 Server Knowledge
  • Extensive experience with ServiceNow
  • Office 365 Administration experience

    London, UK
    Sam Jacobson 
    12/07/2019 19:02:16

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