End User Support (EUS) Team Manager

At Avon and Somerset Police, we are committed to delivering exceptional technology solutions that empower our users and enhance their productivity. We are seeking a passionate and experienced Team Manager for our End User Support (EUS) team to lead and inspire our support professionals in providing top-notch service to our users. Our EUS team provide assistance to end users of technology products, ensuring they can effectively use hardware, software, and services. Their work is vital in troubleshooting, training, and addressing any issues users may encounter. The purpose of this role is to lead the Hardware Devices Team in delivering high quality support for desktops, laptops and mobile devices, drive service improvements and efficiencies, and work with key stakeholders to ensure their technology needs are met.

Key Responsibilities:

• Provide subject matter expertise for complex and major technical support and development services.
• Lead, mentor and manage the End User technical team, guiding, motivating, and organising their workload to ensure excellent technical support across the IT Directorate, maintaining professional standards of quality and performance fostering a positive and productive work environment.
• Manage the delivery of services in line with a clear business plan reflecting organisational needs, maintaining excellent communications and reporting processes, and making necessary management and business decisions to achieve service objectives.
• Set measurable and documented standards for the team's work, provide technical expertise for problem-solving activities, invoke external support as necessary, and identify training needs for team members.
• Lead the development of required documentation to prescribed standards, such as ITIL, ensuring changes in procedures and documentation are promptly available to relevant parties.
• Oversee the day-to-day operations of the EUS team, ensuring timely and effective resolution of user issues and ensuring proper recording, investigation, identification, and improvements.
• Maintain and enhance knowledge of emerging technology and industry best practices through hands-on experience, self-study, and other learning environments.
• Provide technical support for the organisation and IT infrastructure required to deliver and support IT Directorate services and products, whilst ensuring all equipment and components meet technical specifications.
• Evaluate the effectiveness of existing processes and practices to identify and implement opportunities for change and innovation, enabling continuous improvement and innovation throughout the organisation.

Skills and experience:

• Demonstrated experience in successfully leading, managing, and developing high-performing technical support or end-user services teams.
• Deep understanding of end-user support processes, tools, and technologies, with a focus on delivering seamless IT service experiences.
• Strong leadership capabilities with excellent communication and interpersonal skills, fostering collaboration across teams and departments.
• Advanced analytical and problem-solving skills, with a track record of driving process improvements and operational efficiency.
• Highly customer-focused, with a genuine passion for delivering exceptional support and empowering users through effective IT solutions.

Important information:

• A full UK driving licence is required for this role as there will be occasions when you are required to travel around the force area.
• In addition to the application form, we also require a copy of your current CV.
• To be eligible to apply for this role you must have a 5 year checkable history in the UK ideally this means that you would have been resident in the UK for the last 5 years.

About us:

Diversity is a strength and individuality is an asset. We recognise the benefit different life experience and perspectives can bring. We are on a journey to become the most inclusive police force in the country.

Please note: We reserve the right to close this vacancy early if we receive a high volume of applications. We encourage interested candidates to apply as soon as possible to ensure their application is considered.

Blended Working/ Hybrid Working:

Avon and Somerset Police encourage flexible working where operationally possible. This role has been identified as a blended role. The successful candidate for this role will have the opportunity to work from home whilst also at a secondary work location, which will be a police premises. The successful applicant will have the option to discuss working arrangements with their line manager. All applicants must reside within the UK.