IT Hub Manager

JOB TITLE: IT Hub Manager

LOCATION: Stevenage

SALARY: DOE

The IT Hub Manager is accountable for the successful delivery of the IT Hub service across our clients sites between the hours of 08:30am to 17:00hrs Monday to Friday.

You will be highly credible and provide insightful advice and friendly, hands-on technical support to their valued customers. You will resolve Incidents and Requests at walk-up where possible whilst providing excellent customer service, diagnosing issues on the spot and explaining situations with patience and compassion

Primary Duties of Job:

The post-holder will hold accountability for the high standard of presentation, Service and customer satisfaction delivered via the IT Hub and the service delivered by any assigned team member

Follow operational procedures to ensure successful delivery of contracted services

Always ensure SLA compliance

Provision of help and guidance for IT issues related to contracted services

Log and manage tickets in the customer ITSM tool

Provision of new starter inductions (1-2-1 or small groups)

Facilitate, schedule and conduct demonstrations or training to groups of up to 6 persons

Update and improve existing training material

Follow existing IT asset management procedures

Co-ordination of staffing of the IT Hub to always ensure minimum attendance is met

Work closely with the customer to ensure stock levels are maintained

Ensure that start and end of day activities are followed each day to ensure the Hub is fully operational

Collect statistics and offer insights and trending which lead to service improvements

Skills, Knowledge & Experience:

Essential

Excellent customer facing experience and customer service skills. A passion for excellent customer service and a desire to delight
Ability to deal with customers of all levels in an appropriate manner with customer satisfaction being of the highest priority
Ability to manage multiple tasks in an accurate and timely manner, often against deadlines
Accomplished written and verbal communication skills
Ability and willingness to create and maintain documentation
Physically fit and able to carry out manual handling operations as required
Excellent prioritisation skills and an ability to make decisions quickly
Knowledge of Microsoft technology stack (e.g. Windows 10/Office Products, MS Teams) and ability to troubleshoot issues and advise users
Sound general understanding of Apple iOS and Android mobile phones/tablets
Willingness to learn and understand customer specific practices to be able to offer advice and guidance
Desirable

Background in Desktop/Deskside/IT Support in a Managed Service/Outsourced environment
General understanding of the IT Managed Service Industry
Experience of working within/aligning to an ITIL environment
ITIL Foundation Qualification
Success Criteria

Customer is delighted by interactions with individual or any team member working on the IT Hub
Tickets are logged with monthly reporting and trending provided
Positive feedback from internal and external customers