IT Support Manager
Coventry (5 Days per week in the office to start with)
45k
Overview
An opportunity has arisen for an IT Support Manager to join the team. This role will help ensure IT Services, Technology Partners and Managed Service Providers (MSPs) are appropriately managed, operationally effective and aligned with business objectives. The position involves planning, executing and reporting on a range of IT services and project assignments.
As IT Support Manager you’ll play a critical role in ensuring seamless IT operations across our global operations. Your primary responsibility will be to coordinate and optimise MSP services, enhancing efficiency and maintaining high standards. Alongside this you will coordinate other Technology Partners and support the central IT & Systems function with day to day responsibilities.
This role is based in Coventry, UK and reports to the IT Manager. The role currently has no direct reports.
Main responsibilities
MSP Coordination:
- Relationship management and collaboration with 3rd party MSPs operating in various countries.
- Facilitate communication and review meetings, ensuring alignment with our IT strategy and business goals.
- Monitor MSP performance and adherence to Service Level Agreements (SLAs).
Vendor Management:
- Work closely with IT vendors to streamline processes.
- Coordinate IT-related purchases, including hardware, software, and services.
- Prepare purchase orders for approved IT acquisitions.
- Develop an IT supplier evaluation process to regularly measure suppliers and hold them accountable
Asset Management:
- Support with timely purchase orders and coordinate supplier and internal deliveries
- Maintain an accurate inventory of IT assets (hardware, software licenses, etc.).
- Track and harvest spare assets and consumables.
- Optimise asset utilisation and recommend improvements, including processes such as office relocations, Joiners, Leavers and Movers.
Service Desk Support:
- Provide 1st level support to end-users on an ad-hoc basis where required.
- Coordination of multi-channel support
- Log and resolve service requests promptly.
- Ensure SLAs are met and allocate tasks based on analyst availability.
Reporting and Optimisation:
- Monitor KPIs and costs related to the regional Service Desk.
- Propose enhancements during weekly meetings.
- Regularly review and update the IT assets database.
- Regular reporting across the organisation.
General:
High awareness of current technology trends and cyber security risks, ability to positively reinforce end user behaviours in this regard by coordinating training via services such as KnowBe4.
Work with the IT Manager to develop a support framework including supporting the implementation and coordination of Managed Service Providers, Technology Partners and IT Services.
Ensure end to end documentation of processes and procedures relating to IT & Systems
Promote awareness of internal controls across the Group and promote initiatives to drive process improvements
Skills
- Strong IT Service Desk experience preferably with approx. 5 years’ global exposure, including familiarity with IT Service Desk Software.
- Effective communication skills (both written and verbal) in English. Proficiency in French or German would be useful but not essential.
- Proactive and self-directed, deadline-oriented and able to work under pressure.
- Ability to prioritise and handle multiple requests.
- Ability to identify issues and associated risks, and provide practical solutions to a wide range of support issues
- Proficient in vendor management and coordination, team leadership experience.
- Skilled at problem-solving and analysing business information.
- Excellent interpersonal skills, Team player with continuous improvement mindset
- Commercial accountability to drive value for money from MSPs and Technology Partners.