IT End-user Support Manager (Prescient Centralised Services)

DUTIES & RESPONSIBILITIES

Team Leadership and Management

• Supervise Support Staff: Manage a team of IT support technicians, help desk analysts and desktop support specialists.
• Hiring and Training: Recruit, onboard, and train new team members to ensure they have the skills needed to support end-users.
• Performance Management: Conduct regular performance reviews, provide feedback, and set goals for team members.
• Mentorship: Act as a mentor to team members, fostering professional growth and development

End-User Support Operations and ensuring customer service and satisfaction

• Incident Management: Oversee the resolution of technical issues reported by end-users, ensuring timely and effective solutions.
• Service Desk Management: Manage the IT help desk or service desk, ensuring all user requests are logged, tracked, and resolved.
• Escalation Point: Serve as the escalation point for complex or high-priority issues that require advanced troubleshooting.
• User Training: Provide or coordinate training sessions for end-users to improve their ability to use IT systems effectively.
• User Experience: Ensure end-users receive high-quality support and have a positive experience with IT services.
• Communication: Maintain clear and professional communication with end-users, keeping them informed about the status of their requests.
• Feedback Collection: Gather and analyse user feedback to identify areas for improvement in IT support services.

Technical Oversight and process improvement 

• Technical Guidance: Provide technical expertise and guidance to the support team for resolving complex issues.
• System Knowledge: Maintain a deep understanding of the organization’s IT infrastructure, including hardware, software, networks, and applications.
• Problem Solving: Troubleshoot and resolve advanced technical issues that the support team cannot handle independently.
• Workflow Optimization: Continuously evaluate and improve support processes to enhance efficiency and effectiveness.
• Knowledge Management: Ensure that support documentation, FAQs, and knowledge bases are up-to-date and accessible to both the team and end-users.
• Automation: Identify opportunities to automate repetitive tasks or implement self-service tools to reduce the workload on the support team.

Compliance and Security

• Policy Enforcement: Ensure that IT support activities comply with organizational policies, industry standards, and regulatory requirements.
• Security Awareness: Promote security best practices among end-users and ensure the support team adheres to security protocols.
• Data Protection: Ensure sensitive data is handled securely during support activities.

Budget and Resource Management

• Budget Oversight: Manage the budget for the IT end-user support team, including hardware, and software costs.
• Resource Allocation: Ensure resources (staff, tools, and equipment) are allocated effectively to meet support demands.
• Vendor Management: Coordinate with third-party vendors for hardware, software, or service procurement and support.

Reporting and Analytics

• Performance Metrics: Track and analyse key performance indicators (KPIs) such as response time, resolution time, first-call resolution rate, and user satisfaction.
• Reporting: Generate regular reports on support activities, team performance, and trends in user issues.

Vendor and Stakeholder Management

• Third-Party Coordination: Work with external vendors and service providers to resolve issues or procure necessary resources.
• Stakeholder Communication: Collaborate with other departments and IT teams to ensure alignment and address cross-functional issues.

Disaster Recovery and Business Continuity

• Incident Response: Ensure the support team is prepared to handle IT outages or disruptions and assist in disaster recovery efforts.
• Business Continuity: Develop and maintain plans to ensure IT support services remain operational during emergencies.

Innovation and Continuous Improvement

• Stay Updated: Keep up with the latest IT trends, tools, and technologies to recommend improvements to the organization’s IT environment.
• User-Centric Solutions: Identify and implement solutions that enhance the end-user experience and productivity.

REQUIRED QUALIFICATIONS

• ITIL v4 Foundation (IT Service Management) – Preferred but not mandatory
• Microsoft Azure Fundamentals – Preferred but not mandatory