Senior IT Support Manager

Titel: Senior IT Support Manager
Contract Type: Permanent
Plaats: City of London, London
Salaris: Negotiable
REF: OJ899489_1592212048
Contactpersoon: Jonathan Lalude
Gepubliceerde vacature: 4 maanden geleden


Job Description

Senior IT Support Manager


Company Overview

My client is a global Insurer who are disrupting the market through its innovative use of technology. They are in the midst of a digital transformation with massive investments into cutting edge technologies and are looking for a hands-on manager that can play a key role in helping to turn the vision into a reality.

As the Senior IT Support Manager you will be responsible for the design, development, implementation, and management of desktop support solutions and processes in support of the Information Technology services with a strong focus on automation and cloud technologies.

Your Responsibilities

  • Oversee the development and progress of all desktop technicians within each tier of Desktop Support ensuring appropriate client communication, incident documentation, proper escalation processes, incident prioritization and SLA attainment.
  • Bring automation within IT using scripting techniques, adoption of the latest technology to continue to remove manual processes in IT
  • Implement a data driven approach to support, using metrics to measure and optimize support activities.
  • Provide transparency of IT support issues to other senior managers and business leaders
  • Ensure End-user IT products and services are delivered on time and within budget.
  • Implement a comprehensive training and mentor program for the members of the IT services team.
  • Collaborate with the Infrastructure & Networking and the Cloud & Automation teams to deliver a secure, reliable and repeatable IT user experience to our users.
  • Filtering and resolving escalated issues within the Desktop Support; act as main point of contact for personnel to resolve issues beyond their skill set, knowledge, etc.
  • Design, develop and implement user training offerings based on support data.
  • Communicate day-to-day activities and challenges to Management
  • Engage internal teams and 3rd party vendors to resolve computer and/or application performance issues
  • Provide Subject Matter Expertise and Training to Internal/External Departments including the Service Desk and other support focused teams
  • Stay current with industry changes in hardware, software, and security
  • Mentor/develop/motivate staff with ongoing evaluation of direct staff for required skills and experience.
  • Be a thought leader in adopting the latest technology and support techniques

Required Experience

  • Proven Experience in transforming traditional IT support teams leveraging the Microsoft Cloud Stack to provide an automated self-service platform. Experience with Azure Automate, Intune Autopilot and Azure Security Centre is beneficial.
  • Experience in managing teams leveraging Agile methodology using Azure DevOps or similar platforms.
  • Demonstrable experience managing a successful Global remote IT Desktop Support team
  • Demonstrated success in establishing and implementing support processes and standards
  • Good working knowledge of PowerShell scripting.
  • Experience supporting Desktop Operating Systems including Microsoft Windows and Apple OSx
  • Virtual Desktop Infrastructure (VDI) platforms
  • Excellent Oral and written communication skills
  • Strong customer service skills with proven experience in collaborating with peers, leaders, employees and vendors (on-site and remote)
  • Experience with Budget development

Please apply now if you are interested in being considered for this position.