At a Glance
- Tasks: Lead a dynamic team of EPPM Analysts and enhance service delivery.
- Company: Join a forward-thinking company that values collaboration and innovation.
- Benefits: Competitive salary, bonus opportunities, and a supportive work environment.
- Other info: Embrace a fast-paced environment with opportunities for growth and development.
- Why this job: Make a real impact by improving technical support services and driving team success.
- Qualifications: Experience in IT support leadership and strong knowledge of ITIL processes.
The predicted salary is between 50000 - 60000 £ per year.
We are seeking an experienced Technical Support Manager to manage a small team of Enterprise Project Portfolio Management (EPPM) Analysts. The Support Manager will play a pivotal role in ensuring the efficient operation of the Technical Support Team, meeting service level agreements (SLAs), and driving continuous improvement initiatives. This role requires a strong understanding of ITIL processes, leadership skills, and the ability to develop and execute strategies to enhance service delivery.
Responsibilities
- Team Leadership and Line Management: Provide day-to-day leadership and management of the Technical Support team of EPPM Analysts. Foster a collaborative and high-performing team environment through coaching, mentoring, and performance management. Conduct regular team meetings, one-on-one sessions, and performance reviews.
- Support Desk Operations: Ensure the Support Desk functions efficiently and achieves agreed SLAs. Monitor and report on Support Desk performance metrics, identifying areas for improvement. Input into monthly customer reporting. Act as the escalation point for complex issues and ensure timely resolution.
- ITIL Process Management: Oversee ITIL processes, including Risk Management, Knowledge Management, Incident Management, Problem Management, and Change Management. Ensure compliance with ITIL best practices and standards. Develop and maintain a comprehensive knowledge base to support the team and end-users.
- Strategic Development and Continuous Improvement: Identify opportunities for improvement in Service Desk operations and implement solutions. Develop and execute a Support Desk strategy aligned with organisational goals. Collaborate with stakeholders to ensure the Support Desk meets evolving business needs.
- Resource Forecasting: Forecast Support Desk resource requirements based on workload and business demands. Manage team schedules, ensuring adequate coverage during peak times. Collaborate with business development teams to contribute to bids and tenders by providing expertise on Support Desk solutions, including operational strategies, resource requirements, and cost estimates.
Qualifications
- Bachelor’s degree in IT, Business Administration, or a related field (or equivalent experience).
- Proven experience in leading a Service Desk or IT support team.
- Strong knowledge of ITIL processes and certifications (e.g., ITIL Foundation) preferred.
- Experience with EPPM tools and systems is a plus.
- Excellent problem-solving and decision-making skills.
- Strong communication and interpersonal skills.
Characteristics and Attributes
- Leadership: Ability to inspire and motivate a team, fostering a culture of accountability and collaboration.
- Strategic Thinking: Capable of developing and executing strategies to improve service delivery and align with organizational goals.
- Customer Focus: Dedicated to delivering exceptional service and ensuring customer satisfaction.
- Analytical Skills: Strong ability to analyze data, identify trends, and make informed decisions.
- Adaptability: Comfortable working in a fast-paced environment and managing competing priorities.
- Proactive: Takes initiative to identify and address issues before they escalate.
Technical Support Manager in London employer: Trc Companies, Inc.
At TRC, we pride ourselves on being an exceptional employer, offering a dynamic work environment that fosters collaboration and innovation. As a Technical Support Manager, you will lead a dedicated team of EPPM Analysts, benefiting from our commitment to employee growth through continuous training and development opportunities. Our inclusive culture, coupled with competitive compensation and a discretionary bonus programme, ensures that you are rewarded for your contributions while working in a supportive and engaging atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Trc Companies, Inc. values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Trc Companies, Inc. might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Trc Companies, Inc.!
✨Direct Apply to Trc Companies, Inc.
Let's not forget to apply directly through the Trc Companies, Inc. website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Technical Support Manager in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Trc Companies, Inc..
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Trc Companies, Inc.. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Trc Companies, Inc.
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
