Technical Support Manager

Certes Computing Limited
Newcastle Upon Tyne
14 Apr 2018
16 May 2018
Contract Type
Full Time
Technical Support Manager
Location: Newcastle-upon-Tyne
Salary: £45,000-£50,000

Purpose of the Job

The Technical Support Manager is a critical role within Group-IT with a primary objective of manage an operational team of second and third line technical engineers including Windows, Unix server management and administration, the network management and a desktop engineer as well as a System Administrator.

The Manager is responsible for the management, development and training of employees within the his/her function as well as continuous improvements.

To succeed in this role the individual will need to possess strong people management skills and be capable of dealing will all levels of staff including Senior Management and at Board level. They will have a broad experience of dealing with infrastructure domains and network topologies.

Principal Accountabilities

*Operational management responsibility for a team of second and third line engineers covering resolution of incidents, fulfilling requests and implementing changes across a range of areas including desktops, laptops, servers, phones, switches and routers
*Co-ordination with Senior Leadership and operating company Service Delivery Managers to support the and maintenance of operational ITIL based processes and disciplines
*Provide regular reports on service performance and achievements
*Training and development of direct reports including one-to-ones, performance reviews and objective settings
*Establish and maintain key stakeholder relationships
*Senior management responsibility to lead on the maturity of the operational organisation including developing the people, processes and platforms
*Responsibility for ensuring that the associated service KPIs and SLAs are achieved and improved, with responsibility for delivering continual service improvement across the IT assets and services
*Plan, organise, direct, control and evaluate the operations of all the IT infrastructure including IT assets and both local and wide area networks and own, facilitate and manage the Problems, reoccurring issues via the Problem Management Process

Person Specification:

- Ability to manage and lead a highly technical team
- Technical Skill in operation systems, networking, storage, Data Centre and end user technologies
- O365 Knowledge
- Technical infrastructure skills (Linux, Windows)
- Citrix and VMware Knowledge.
- Great communication skills both written a verbal
- Systems and process analyst
- ITIL Foundation Certified
- Pragmatic problem solver
- SLA and KPI Management skills
- Extensive experience in IT platforms and organisations across network architecture, systems administration and operational break/fix.
- Experienced around IT/Telecomms infrastructure and technology in a service-provider and/or global enterprise.
- Excellent stakeholder management
- Self starter with the ability to work independently and as part of a fast-paced team.

Certes Computing (and all of its subsidiary companies) is committed to promoting equality and diversity in its business operations.
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