IT Service Delivery Manager

Company Description

GFR Tech provide end to end IT Solutions and Managed IT Services for small to medium sized businesses. We provide Consultancy, Installation, and IT Support Services. Our solutions bring together all aspects of IT within a business and we are committed to providing exceptional service to all our customers. We have a proven track record with a broad range of clients including - Medical, Veterinary, Real Estate, Design & Construction, Finance, Leisure Attractions, Sporting Venues, Retail Outlets, Hospitality, Warehouses and Offices.

Role Description

This is a full-time on-site role for an IT Service Delivery Manager at GFR Tech in Bracknell. To efficiently oversee the Service Desk operations for our support Team. The role will be 5 days per week with a working day of 8.5 hours including lunch.

We are a small and friendly team and you will be supervising our IT Engineers and you will engage directly with our customers both on and off site. To thrive in this role, you must have the technical and managerial experience but there is a massive focus on soft skills.

You will have previous experience of managing a small team within an IT environment, preferably within an MSP operation.

The role will involve ensuring prompt and effective handling of incidents and service requests, from initial response to resolution. Monitoring service desk metrics allowing for swift intervention in case of deviations from SLAs and quality standards. Coordinating issue troubleshooting and timely escalation, as needed, ensuring smooth IT support for all our customers.

Our ideal candidate will have very strong communication and customer service skills.

A good work ethic and level of professionalism is essential and a desire to develop your skills will also be required, along with strong organisational skills, attention to detail with critical thinking and strong business acumen.

Overseeing IT projects, managing asset lists, stock levels, software licenses and maintaining up-to-date IT documentation and knowledge base contributions to ensure a well-functioning IT environment.

Key Skills

• Experience of leading an IT service delivery team and sound knowledge of problem management and incident management processes.
• A technical background is essential, we will need you to have a good understanding of relevant technologies such as Windows Operating Environment, Cloud Services, Virtualisation, Hosting, Networking, Storage.
• Ideally you will have worked within an MSP environment before and will not be phased by working on different systems across our customers products.
• Excellent communication skills (written and verbal) to complement technical proficiency, facilitating effective collaboration and problem-solving.
• Monitoring trends and analysing data within the team to identify issues, resolve and suggest measures to be put in place for long term resolution.
• Instilling rigorous practices within the technical team, ensuring complete and accurate logging of all calls and incidents. Ensuring compliance with ISO: 27001. Conducting evaluations on core metrics such as logged calls and resolution times.
• Being the escalation point for our IT engineers.
• Managing and coordinating urgent and complicated support issues.
• Responsibility for process and service improvements.
• Working closely with the CEO and the Finance team to ensure exceptional customer service and continuously, improve, expand and evolve our business.
• Supporting, appraising, developing and coaching the team of engineers.
• Building team spirit and motivating team members.

Location

Our modern office is based in Bracknell with free onsite parking and easy access to the town centre. Applicants will ideally live within 30 minutes commute of our Bracknell office.