IT Support Manager

Role: IT Support Manager

Location: Mansfield

Salary: £45,000

Benefits;

• A collaborative and supportive work environment.
• On site parking
• Opportunities for career development and training.
• Competitive salary and benefits package.
• Exposure to diverse and exciting IT challenges within a dynamic organisation.

Company:

Our client is a market leader in the design, manufacture, supply, and maintenance of premium doors and doorsets. Our expertise spans the full lifecycle of doorsets, ensuring they are not only of the highest quality but also maintained to exacting standards.

Role Overview:

The IT Support Manager is responsible for delivering exceptional IT support services that align with the group's needs.

This position entails leading the IT support team, ensuring prompt resolution of technical issues, and upholding service quality standards.

Additionally, the IT Support Manager will drive improvements in IT service delivery processes while promoting a customer-centric support culture.

Responsibilities:

• Lead, mentor, and manage the IT support team to ensure high levels of performance and engagement.
• Develop training programs and growth opportunities for team members.
• Conduct regular performance reviews and provide constructive feedback.
• Oversee daily operations of the IT support desk, ensuring timely and efficient resolution of technical issues.
• Establish, monitor, and improve service-level agreements (SLAs) to ensure high customer satisfaction.
• Act as the escalation point for complex technical issues and coordinate resolutions with appropriate teams.

• Develop and implement IT support policies, procedures, and documentation.
• Identify and resolve recurring technical issues by analysing trends and implementing proactive measures.
• Continuously improve support tools, workflows, and technologies to enhance efficiency.

• Maintain a strong understanding of the organisation's IT systems and infrastructure to provide hands-on support when needed.
• Ensure systems and tools used by the IT support team are up to date and operational.
• Work closely with other IT departments and stakeholders to ensure alignment with organisational goals.
• Maintain responsibility for the Asset Register, ensuring it is kept up to date with all new starters and leavers.
• Collaborate on IT projects, providing insights and resources for successful implementation.
• Generate and analyse reports on support team performance, customer satisfaction, and ticket resolution metrics.
• Control all asset management software ensuring that starters/leavers are amended in a timely manner
• Present insights and recommendations to the IT Director.
• Manage on-call schedule to ensure round-the-clock support for critical incidents.
• Serve as the escalation point during on-call periods, coordinating resources and actions to resolve urgent issues.
• Build and deliver monthly board report contributions for the support remit.

Experience Required:

• Strong understanding of IT support processes, tools, and best practices.

• Experience managing IT support teams in a fast-paced environment.

• In-depth knowledge of hardware, software, networking, and operating systems.

• Excellent problem-solving and analytical skills.

• Strong leadership and people management capabilities.

• Outstanding communication skills, both verbal and written.

• Familiarity with ITIL or other IT service management frameworks is a plus

• Proficiency in using IT support ticketing systems and reporting tools.

INDIT

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.

Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.