IT Support Manager / Service Desk Manager

City of London, London
17 Jun 2017
16 Jul 2017
Contract Type
Full Time
IT Support Manager - City of London - Permanent - £55k - £65k plus bonus and benefits.

The Company
An experienced IT Support Manager is required by a Financial Services organisation, based in the City of London.

The Role
The purpose and focus for the role is to provide professional leadership and operational management to the team, taking responsibility for the management and development of the team, implementing service standards and developing common systems and processes based on industry best practice. They will ensure that the IT Support Service is efficient, effective and can adapt to changing circumstances whilst nurturing positive relationships with the customer-base.

*Ensure that incidents and requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for those providing support.
*Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within relevant system(s). Coordinate the implementation of agreed remedies and preventative measures and analyse patterns and trends.
*Develop implementation plans for dealing with complex requests for change or for the introduction of new services, evaluating risks to integrity of infrastructure inherent in proposed implementations and review the effectiveness of change implementation
*Analyse business processes identifying alternative solutions and recommending new approaches. Help establish requirements for the implementation of changes in business processes.
*Communicate effectively acting as a key liaison with customers, team members and colleagues across the Scheme

Management of team
*Recruit, on-board, appraise, develop, motivate and lead the performance of the team as required
*Set individual objectives for team members that reflect Scheme strategy and priorities
*Deliver regular reviews of progress against objectives for team members and take action to address issues
*Provide technical support and guidance in order to ensure compliance with procedures and requirements
*Plan and allocate resources to maintain continuity of service
*Display and promote working and personal behaviours that accord with the Scheme's Values acting as a professional role model for all staff

Experience Required

Knowledge and Expertise/What I need to know
*Minimum ITIL Foundation level qualified and able to demonstrate a track record in ITIL Service Management processes.
*Relevant qualifications such as Microsoft Certified Desktop Support Technician (M.C.D.S.T.), MCSE / MCITP
*Experience of leading an IT function, ideally covering IT Service Desk and Application Support
*Exceptional experience of issue management and coordination, with the ability to make sound and logical judgments and decisions
*Implementation and management of processes, ideally ITIL aligned
*Managing and coordinating multiple support resources to deliver high quality customer focused service
*Designing and developing reports for stakeholders on service levels and performance
*Managing vendor and partner communication to address issues and improve services

This position includes a competitive salary and fantastic benefits, including excellent pension and bonus as well as generous annual leave.

If you are interested in this position, please apply now for immediate consideration.

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.