Support and Helpdesk Manager
Job Specification : Support and Helpdesk Manager Location : Thorpe Park, Leeds Roles Advertised: 1 Salary : Band 3: £49,863 - £59,441 dependent on experience Duration : Permanent Keywords: IBM Maximo, IT support, helpdesk, ITIL, management, leadership, operations, commercial, webserver, application server, Websphere, SQL, database, diagnostics, maintenance, Asset Management, EAM, troubleshoot, JVM, J2EE, middleware, integration About the Company: Peacock Engineering Ltd is a Gold-accredited IBM Premier Business Partner which has amassed over 300 person years of experience implementing business critical EAM (Enterprise Asset Management) solutions across a range of industries such as oil & gas, pharmaceuticals, utilities, facilities management, transport, and power ; About the Role: An experienced IT support helpdesk manager or IT support operational management professional is now required to run and take responsibility for the company’s helpdesk function and staff, and associated operational duties needing to be undertaken by the support function relating to repeat revenue and client retention. This management position will be responsible for: A growing team of IT helpdesk consultants providing 1 st and 2 nd Line external support to the client user base directly The daily management of this helpdesk staff and for the running of the daily ‘morning call’ stand-up meetings to assess daily priorities and to prioritise incoming tickets The quality of the support and service provision which needs to be commensurate with Peacock’s high-end service provision offering within the marketplace Ensuring that the varying SLAs across Peacock’s supported client base of contracts are met and not breached, reporting on performance to the Cloud Services Operations Manager monthly Working (and designing or redesigning) the helpdesk team processes and methods to be in line with industry best-practise ITIL methodology, and for ensuring that contracted services provided to ITIL client base organisations are commensurate with their own ITIL expectations Being the front-of-house personable face and contact of the support contract for the clients, representing the activities and quality of the helpdesk team’s work, undertaking service reviews and regular face-to-face contact with the client account management, and acting as the first escalation point for dissatisfaction or critical incident occurrences Managing the supported contracts, selling new support contracts, authoring new support contract proposals, tailoring the support contract offering to meet the individual business needs of new or prospective clients, managing the budget for selected support contracts (including profitability monitoring and responsibility), and responsibility for the approval of working time entered by support and consultancy staff against support project revenue to ensure correct time booking and onwards profitability Managing the scope of the support contracts to ensure that only works within contracted scope are undertaken as part of the contract and that any out-of-scope works or minor system change requests are billed correctly commensurate with consultancy rates Advantageous Elements of Support Experience: Experience working support or managing support helpdesk teams in the support of IBM’s Maximo Asset Management software product , any other Enterprise Asset Management system software product to similar scope and purpose as IBM Maximo, or any enterprise software product involving backend database schema, configurable user front end designs, and the ability to integrate with external third-party financial or scheduling packages would be a distinct advantage. Experience supporting cloud solution managed services to client bases, the support of the SLAs of such regarding service availability, the support and working of high-severity incidents (24/7/365) for catastrophic loss of service availability (including client interaction levels dictated by SLA) would be a distinct advantage. Experience working the support of mobile applications , the Mobile Device Management systems used to distribute app versions and remotely support mobile application software, or experience working support to mobile application software products developed by in-house mobile application development teams within an organisation would be an advantage. Job Description: - Daily management of the support helpdesk function and of the support consultants within that team. - Responsibility for running the daily support stand-up meeting (morning call) and for assessing new support requests/tickets/incidents, categorising priority as appropriate and allocating tasks amongst resources both internal and external to the direct helpdesk support competency. - Line management of the support helpdesk consultants including handling all recruitment, mentoring, objectives-setting and performance reviews, planning and administering all leave requests ensuring cover within the competency, maintaining employee well-being and personal development, as well as undertaking any disciplinary reviews and actions if ; To ensure the support helpdesk competency carries and retains the requisite level of ability, training and certification through the authoring and execution of a skills and training ; To run and maintain a skilled, enthusiastic and capable team with the correct culture and ethos required to be successful. - Responsibility for achieving and maintaining the service levels within the SLAs operated within the contracted client base; and the monthly reporting of SLA performance. - Responsibility for the planning and provision of resources required to respond to P1 critical severity incidents on a 24/7/365 basis, and the establishment of rota for such using resources either within own line management or from elsewhere within the business as required. - Responsibility for specific operational and commercial tasks under the umbrella and responsibility of the support function: Renewal of minor/regular support contract agreements, including direct liaison with clients and preparation of commercial proposals for renewal Renewal of minor/regular client licensing estates with onwards licensing vendor, including direct liaison with clients and preparation of commercial proposals Operational tasks relating to handover of new clients, contracts and business into BAU support from sales or project teams; onboarding of new clients into the support model, purchasing of new licensing from vendors to accommodate new client user numbers into the support client base estate Management of a pool of leased licensing and the tracking and management of such leasing to the client base. Complete and transparent tracking of license leasing for director-level reporting. Provision of client training services commercial proposals; understanding the client requirements for training and the production of commercial proposals (and any other tasks similar and commensurate with the responsibility of the role). - This is a strategic role involving large degrees of requirement for innovation and change to existing methods, processes and team structures based on internal change triggers as well as external affects such as ISO/Quality certifications, and the need to synchronise existing processes with recognised ITIL ; Candidates must show demonstrable experience or significant potential ability to innovate and create new and better, leaner and more efficient processes. Skill Requirements - Essential: - Experience line managing, running and mentoring helpdesk/support teams. - Ability to innovate; using new thinking and visualisation based on market forces, client business need, efficiency/leanness/methodology-compliance. - An understanding of what brings quality to a service function and an opinion of what customers perceive as points of quality in the service they receive. - Experience working within or implementing ITIL-based and ITIL-centric procedures - Ability to lead support teams from the front through skills in structured fault-finding methodologies, triage, diagnostics and the determination of root causal factors behind incidents. - Ability to act and take full and instant responsibility of critical severity support incident situations involving client unplanned downtime or severe live business system outage of service, marshalling resources internal and external to own responsibility to bring to bear on the problem, forming plans for next action, communicating effectively with client according to pre-determined process and SLA. - Excellent IT skills, from desktop packages to server computing and databases, remote connection clients, web and application servers, databases and DB ; Person Specification/Attributes: - Degree-level educated in relevant discipline - Leadership skills; charismatic and with a personality others will choose to follow - Technology minded and focused, enthusiastic about technologies. - Professional and committed, with a disciplined approach to work. - Polite, tactful, helpful, empathic nature, able to deliver to the needs of clients. - Has respect for others and their views. - Analytical, able to raise from the detail and see the bigger picture. - Carries a mindset of continuous improvement, constantly looking for better and more efficient ways of doing things. - Values quality at the centre of all things in work. To apply or enquire: Send cv to or call for informal discussion on 07513 ; Unsuccessful applicants will not be formally notified.