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Technical Support Manager

London, West End, To circa £60k plus 25% bonus plus benefits
Permanent
Reference: RC6367

Technical Support Manager
London, West End
To circa £60k plus 25% bonus plus benefits

MCSE, Cloud, Azure, Office365

 

Technical Support Manager is required by highly reputed and ever-growing brand whose offices are based in the heart of the West End. This role will see you managing all technical specialists in the delivery of project related work and level 3 problem resolution in conjunction with the service desk team, to meet business objectives.

We are looking for a technically hands on Manager who thrives in a fast-paced environment.

 

 

Key Responsibilities:

  • Line manage a team of 6 diverse technical staff including Senior Systems Administrator and network engineers.
  • Ensure IT infrastructure is fully documented to audit changes and updates and to support disaster recovery arrangements.
  • Plan, organise, and manage technical support for one or more of products.
  • Lead and participate in the management of customers and customer case escalations.
  • Take accountability and resolve any issues preventing the achievement of timely, quality, and cost-effective results.
  • Take strategic risks toward achieving operational excellence.
  • Maintain high standards of excellence and strong work ethics.
  • Ensure appropriate systems, policies, budgets, controls, and procedures are in place to support sound, legal practices in support of the strategic direction of the business.
  • Stay current with technological developments in systems administration technology and make recommendations to the Infrastructure Manager on most appropriate IT solutions to meet current and future business requirements.
  • Ensure appropriate cover is maintained across the Technical Support areas at all times
  • Manage suppliers to ensure they are delivering quality services in line with agreed SLAs, and extract maximum value from these relationships.
  • Provide technical expertise in resolving problems and implementing changes to the IT infrastructure (this may result in occasional work out-of-hours or at weekends).
  • Update Service Desk records accordingly, and help identify trends and issues which require special action.
  • Provide monthly/quarterly reports as required to include, but not exhaustive to infrastructure usage, growth, capacity planning.



Key Requirements:

 

  • MCSE
  • Awareness of current technical options for server, print, network, desktop, laptop, mobile computing equipment configuration and connectivity
  • Advanced functional knowledge of operating systems, applications, utilities
  • Installation, configuration, ongoing management and administration of IT equipment
  • Demonstrated leadership and organizational skills with the ability to motivate and develop a team of professionals capable of achieving aggressive business goals and objectives.
  • An in depth understanding of the basic principles behind technical support processes and procedures.
  • Extensive experience and high-level responsibility for security and data protection within a multi-site network
  • Small scale Project Management and implementation experience covering any of the above areas
  • Microsoft cloud technology infrastructure design and support: Azure, Office365 (email, SharePoint, MS Office) and Dynamics

 


For a full consultation on this role please email your CV to Rebecca Collings or call ARC IT.

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