Regional IT Customer Support Manager

Lynn Recruitment
London (Greater)
08 Mar 2018
14 Mar 2018
Contract Type
Full Time
We are currently seeking a Regional IT Customer Support Manager for our Clients Derry/Londonderry based business.

The successful individual will be accountable for managing technical support of desktop PCs, laptops, printers, etc. and IT Service Desk Agents along with improving the current processes and procedures. You will monitor team performance and identify opportunities for continuous improvement.

Main duties include:

  • Transform IT Service Teams in providing top quartile customer service including processes, metrics, organisational structure, management, and people
  • Develop, coach, and lead team including day to day supervision and continuous training
  • Continuous improvement through collaboration with customers and stakeholders to understand business needs, build SLAs, and deliver services with absolute customer commitment
  • Set clear employee objectives, evaluate progress and create a high performance culture
  • Define global support processes, strategy, and staffing models
  • Collaborate with other groups such as the Infrastructure and Application Teams to enable increased Tier 1 resolution
  • Manage multiple cross functional projects – demonstrate thought and change leadership
  • Budgeting and cost management – both capital and expense
  • Help create staff development plans and offer critical development on the job learning experiences
  • Support and drive operational excellence
  • Full support of deployments including SAP, Global Printer Optimization, and PC refresh
  • Essential criteria:

  • Bachelor’s degree in IT/related field or equivalent experience
  • Comprehensive experience in an IT related role
  • Demonstrable leadership abilities
  • Experience building a customer-centric team
  • Desirable criteria:

  • Ability to efficiently identify and solve advanced issues
  • Strong attention to detail with high level of accuracy and excellent analytical and problem solving skills
  • Energy and passion with an eye towards continuous improvement in self and business processes
  • Ability to effectively work cross-functionally with a proven high level of facilitation skills in a global environment
  • Must be results orientated with the ability to multi-task, respond to needs quickly and meet deadlines
  • Ability to self-prioritise and use well established organisational skills and have the ability to work well both independently and as a member of a team
  • Demonstrate drive, purpose, high engagement and ownership in our high-performance culture
  • The Regional IT Customer Support Manager role will be a full-time, permanent position, consisting of 38 hours per week and an attractive salary on offer.

    For more information on this role or any other vacancy please call us on 028 9023 4324.

    This job was originally posted as

    Similar jobs

    Similar jobs