users and optimise the value gained by the Trust from its investment in IT. This will be achieved by: Delivering new and modified IT systems that address IT security, performance and availability requirements; Supporting software and hardware installations, specifications, testing and service transition; Supporting the Trust in meeting business objectives by contributing to assessment of potential technology innovations and … where approved, assisting their implementation; Supporting the department's ITIL processes, providing professional guidance in and execution of Incident, Request Fulfilment, Change, Release, Configuration, Problem, Performance, and Availability Management; Applying operating procedures for all systems hosted within the Trust Data Centres so they are operating at their optimum performance, availability to IT users and integrity of their … data; Providing specialist and professional support to the IT Operational Management team across the three primary functions within IT Operations. Primary functions being, Operations Centre, Service Operation and Infrastructure Services. Job summary Maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support staff development and training. Deputise More ❯
coaching and mentoring younger or early-career team members . Key Responsibilities Lead and manage a support operation of 40+ people, across multiple support functions. Oversee daily service desk performance, ticket triage, escalations, and SLA adherence. Coach and develop junior staff and early-career professionals to build capability and confidence. Support Team Leaders in performancemanagement, quality … auditing, and 1-2-1 coaching. Act as escalation point for major incidents and customer complaints. Own and report on team KPIs and service metrics to the Senior Management Team. Maintain ISO/GDPR compliance, CRM accuracy, and internal process adherence. Champion continuous improvement and service innovation across people, processes, and tools. Key Skills & Experience Strong experience managing a … customer support team (40+). Proven leadership in a service desk or technical support environment. Passion for developing people - especially mentoring younger team members. Skilled in SLA/KPI management, reporting, and quality assurance. Exceptional communication, organisation, and problem-solving abilities. Knowledge of telecoms, broadband or tech support is beneficial. Experience working within ISO and GDPR-compliant environments. ACS More ❯
coaching and mentoring younger or early-career team members . Key Responsibilities Lead and manage a support operation of 40+ people, across multiple support functions. Oversee daily service desk performance, ticket triage, escalations, and SLA adherence. Coach and develop junior staff and early-career professionals to build capability and confidence. Support Team Leaders in performancemanagement, quality … auditing, and 1-2-1 coaching. Act as escalation point for major incidents and customer complaints. Own and report on team KPIs and service metrics to the Senior Management Team. Maintain ISO/GDPR compliance, CRM accuracy, and internal process adherence. Champion continuous improvement and service innovation across people, processes, and tools. Key Skills & Experience Strong experience managing a … customer support team (40+). Proven leadership in a service desk or technical support environment. Passion for developing people - especially mentoring younger team members. Skilled in SLA/KPI management, reporting, and quality assurance. Exceptional communication, organisation, and problem-solving abilities. Knowledge of telecoms, broadband or tech support is beneficial. Experience working within ISO and GDPR-compliant environments. ACS More ❯
