Technical Support Services Manager in Leeds

The Technical Support Services Manager is responsible for the overall day to day running of the Team, their productivity and motivation. Accountable for the achievement of the Team KPIs including SLA performance, Incident & Quality Management Frameworks. Support and develop the Team in order to drive a high level of productivity in the day to day operations, embedding a high performing team behaviours and delivery excellence.

Key Responsibilities

• Manage the day to day activity of the Technical Support team, inclusive of; Service Ownership, Shift Rotas, End to End Incident Management, Task Management, Quality Management.
• Provide a friendly and professional service to our customers at all times, ensuring that customer satisfaction remains high and all incidents are resolved with a satisfactory conclusion.
• Review internal procedures to enable the most efficient provision of service, driving a culture of Continuous Service Improvement (CSI). Identifying inefficiencies and supporting to deliver long term improvements.
• Create, maintain and regularly review all operational documentation.
• Work in collaboration with other departments within the business.
• Ensure people are adhering to appropriate departmental procedures and practices.
• Promote and encourage a collaborative, positive work environment and attitude amongst team members, encouraging teamwork, co-operation, efficiency at all times.
• Monitor the Service Desk workload with the ability to prioritise and organise daily tasks within the team/department.
• Resource planning allowing for 24x7 shift cover.
• Assist in producing weekly/monthly reports to help monitor and improve the services provided.
• Form part of the Duty Manager rota providing 1 in 4 cover.
• Prompt management of Major incidents, including stakeholder management, internal and external customer communications.
• Line Management responsibilities include; 121’s, defining and implementing the shift rotas, Active PDP’s, Performance Management, Employee satisfaction engagement and action planning support, Recruitment, Quality Management Review, Daily Stand Ups, Team meetings.

Skills & Experience

• Demonstrable experience in managing a team - 5 Years minimum.
• Strong understanding of ITIL and IT Best Practices (ITIL Foundation certified essential).
• Experience in developing processes and related documentation.
• Experience of Incident, change and Task management in a high pressured environment.
• Experience of working in a customer focused environment.
• Experience with ITSM tools preferable Service Now.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• The ability to work under pressure, demonstrating drive and a positive approach to work.
• Ability to learn and develop new skills whilst showing that you can prioritise work efficiently and productively and manage your time well.
• Challenges the status quo to create value for the organisation and our customers.
• Recognises and embraces change, seeking opportunities to foster innovation and continuous improvement.
• Self-motivator, results and quality orientated, good organisational skills, attention to detail, positive helpful attitude.
• Excellent communication skills (verbal, written and listening) including an excellent telephone manner and strong customer service skills.
• Confident and competent in completing management tasks.
• Display a strong working knowledge of ITIL Incident, Change & Problem Management.
• A logical approach to troubleshooting, diagnosing and resolving problems (technical and non-technical challenges in the business environment).

Qualifications:

• Qualified ITIL V3 Foundation.

Competencies:

• Initiative - The willingness to move things forward by taking action without needing to be asked and without due escalation.
• People Development - The willingness and ability to help others develop appropriate knowledge, skills and attitudes through objective setting, coaching, training and the provision of constructive feedback.
• Achievement Orientation - The determination to perform at the highest standard, aiming to exceed norms and expectation.
• Customer Orientation - The ability to recognise both internal and external customers and the willingness to cooperate with them fully, in order to help them achieve their objectives.
• Analysis - The ability to gather relevant information, notice relationships between different pieces of information, reason from cause to effect and generate effective solutions to practical problems.
• Adaptability - The ability to maintain effectiveness in a rapidly changing environment and the willingness to respond quickly and positively to change.
• Organising Work - The ability to marshal and manage resources (people, funding, materials and support) to achieve a project or task. Able to manage own time efficiently and to handle multiple activities in parallel to accomplish the goals.
• Professional Expertise - The ability and motivation to apply and develop one’s own professional knowledge and to share this expertise with others.

Mobility Requirements

This role is mainly in our Leeds office. Occasional travel may be required, therefore a UK driver’s license is desirable, although not mandatory.