IT Support Manager

Rutherford Grant Recruitment
£38000.00 per annum
08 Nov 2017
16 Nov 2017
Contract Type
Full Time
This key role involves a high degree of responsibility and a wide-ranging remit. Your key areas of responsibility include:
  1. Managing and mentoring a team of engineers to ensure they deliver IT support services to an exacting standard to small and medium sized businesses (mainly based in Liverpool, Manchester and surrounding areas)
  2. Liaising with clients, managing expectations and handling escalated support issues to ensure total client satisfaction
  3. Ensuring the growing support team (currently consisting of a Support Team Leader and 5 engineers) remain motivated and we continue to have high staff retention
  4. Ensuring a culture of Continuous Improvement is championed throughout the team

You will report to the Service Delivery Manager but you will be expected to be self-driven, want to take ownership and responsibility, and be able to operate for substantial periods without supervision. You will have excellent communication skills, a proven track record of delivering successful IT support in a private sector environment and a real enthusiasm for delivering outstanding client service.

Job Description in detail

The role mainly consists of:
  • Managing the client support request flow across the support department; ensuring all agreed targets are met and client expectations are managed.
  • Managing system alarms/alerts according to priority
  • Managing and mentoring a Team Leader and a team of support engineers
  • Client liaison to resolve escalated issues and/or assess requirements
  • Providing high level technical advice over the phone and, when necessary, on-site to clients, prospects, staff, and business partners.
  • Continuous Improvement, namely pro-actively enhancing and developing internal processes, systems and reporting to improve efficiency and/or quality of service delivery
  • Support the directors in the general management of the business.

You will be responsible for:
  • Managing and maintaining the client support logs in a detailed manner
  • Managing and mentoring a team of support engineers
  • Managing and maintaining client relationships in relation to support issues - involves constant client dialogue and interaction on the phone and occasional site visits
  • Both directly and through the team, move all outstanding issues/tasks along to completion in timely manner
  • Meeting the promises and commitments made to clients or renegotiate where necessary
  • Directly and through the team, unpacking, assembling, cleaning and testing equipment
  • Provide clients with realistic timescales for completion of work
  • Providing basic quotes for clients and supporting the directors (or any future sales manager) with more complex quotes
  • Ordering parts and equipment on behalf of clients
  • Stock control - including ensuring that all items are checked in and out and are fully accounted for
  • Tracking and returning faulty computer equipment
  • Ensuring faults are investigated and clients provided with updates before, during and after undertaking repairs
  • Providing high level technical and system usage advice to clients
  • Promoting and selling the products and services of the business when in the client's interest to do so and the opportunity arises - please note that this is an extension of support service and cold sales is not part of the role
  • Representing the company in a positive manner at all times
  • Occasionally presenting to clients, prospects or business partners
  • Performing other general administrative tasks in relation to the support team (e.g. holiday and sickness record keeping)

Required Experience:
  • Microsoft Windows Server 2008 and later
  • Microsoft Windows Small Business Server 2003 and later
  • General PC and laptop troubleshooting
  • Hardware and software experience together with experience of peripherals and accessories. Particularly in relation to support and fault diagnosis
  • A fluent knowledge of the components of a PC and an ability to size and scope hardware according to need, namely CPU, GPU, RAM, HDD I/O and PSU specifications
  • Cloning drives, copying and backing-up data
  • Installation, configuration and maintenance of Microsoft Windows XP and above
  • Use and support of Microsoft Office suite
  • Ethernet networking
  • TCPIP / Routers / VPN / Firewalls
  • Office 365/POP/SMTP mail
  • Apple Mac (desirable)


You will need to be:
  • An influential manager who can motivate and get the best out of a technical team
  • Excellent with your organizational and multi-tasking skills
  • Obsessed with delivering outstanding client service
  • A naturally analytical and problem-solving person who is able to learn on the fly
  • A confident communicator (including active listening ability) with an excellent telephone manner
  • Self-motivated
  • Keen to help and assist others
  • Willing to learn
  • Ambitious and hard working
  • Well presented, outgoing and friendly
  • Enthusiastic about technology and its use
  • Someone with both academic and work experience in a computing discipline and qualified to degree level
  • Able to provide evidence of self-development/self-learning
  • Keen to better yourself through constant learning and questioning
  • Someone who has and displays a sense of urgency - committed to delivering results
  • Holding a full, clean driving license.

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