IT Support Department Manager

The Support Department of this successful and rapidly growing IT Solutions, Services and Support company supports a number of predominantly SME professional sector client companies across multiple platforms.

This is a multi faceted role requiring exemplary customer service and effective man management skills along with technical expertise.

You will have direct responsibility for running the department, including all aspects of managing client relationships, introducing/integrating new clients, undertaking annual support reviews, preparation and presentation of company and client specific reports etc. and for attending client meetings.

Whilst day-to-day case management will be the responsibility of your team leaders and technicians, you will maintain an overview of support cases to ensure client/company SLA’s are consistently achieved and review as necessary.

You will act as a senior point of escalation and as the direct customer interface as necessary to support client companies, colleagues and your team and will take direct responsibility for investigating and resolving department non conformances and SLA failures.

You will have direct line management responsibility for 1st and 2nd Line Support Team leaders and ultimate management responsibility for their 20+ 1st and 2nd Line Technicians and direct responsibility for all aspects of departmental labour planning/allocation, recruitment, staff performance and training.

To be considered for this role applicants must have a good level of technical expertise, likely to have been gained from experience of working in an outsourced IT Support Department or similar, ideally in a departmental manager, team leader or senior 2nd or 3rd Line support capacity.

Of equal importance are well developed and demonstrable high level customer service and man management skills along with first class listening skills and commercial awareness.
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Ideally applicants will have relevant IT sector qualifications, either academic or professional although these are not essential.

Applicants must have GCSE (or equivalent) English Language, English Literature and Math’s Grade C or above. A current full driving licence is also essential due to the requirement for travel.