Posted

30+ days ago

Description

Managed Services Support Supervisor

Maintain the day-to-day operations of the UK Managed Services Support team.  Providing an escalation point for both the team, and the external customers.  Maintain BAU operation of systems and ensure accurate records are maintained. Carry out and co-ordinate work to ensure it is completed efficiently.  Conduct regular one-to-one sessions with the support team to support their growth within the business

Responsibilities

  • Primary escalation contact for UK Managed Services customer
  • Primary escalation contact for UK Managed Services Support team
  • Help to manage and support the Support team members in all areas of work
    • Conduct monthly 1-2-1 meetings to check progress of assigned goals
    • Assist UK Managed Services Support Manager with quarterly goal setting/review
  • Maintain day to day operation of the ITSM tool
    • Ensure that tickets are progressing correctly
    • Identify areas of improvement
  • Work with 3rd Line teams for ticket escalation
  • Provide input to CAB process as needed
  • Ensure that Support elements of new deployments in met in a timely manner
  • Have a hands on approach with team workload, and be able to step in to assist where needed

Requirements

Skills and Experience

  • Proven superior customer service skills
  • Good understanding of:
    • Linux operating system
    • Microsoft operating system
    • Networking
    • Internet technologies
  • Analytical mind, with ability to triage situations while understanding the “big picture”
  • Proactive problem solving
  • ITILv3 Foundation qualification

Person Specification

  • Positive, proactive and self-motivated
  • Able to co-ordinate and prioritise work to meet deadlines/targets
  • Willing to be on call outside of working hours to assist with customer and team needs
  • Works well under pressure
  • Courteous and professional mannerism
  • Presentable manner, in line with company guidelines
  • Excellent timekeeping skills
  • Good written and oral communications between internal and external customers
  • Be able to work as part of a team as well as alone
  • Be able to follow precisely detailed instructions provided
  • Willingness to complete tasks fully, following up as necessary