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TECHNICAL IT SUPPORT DESK MANAGER - MSP

Posted 22 March by Solve Recruitment Limited Easy Apply Featured Ended

Our Client is a customer-driven and a results-oriented communications company that provides business telephone systems and complete communications solutions. They pride themselves on providing a caring customer service and delivering technology with purpose. Their expertise is providing business communications solutions and support to businesses throughout the UK. Their experience has enabled them to establish proven and reliable processes for designing, commissioning and maintaining communications systems. Due to their ambitious and consistent growth, we have an exciting opportunity for a Technical Manager to join their Senior team, with a view to progressing towards an IT Director position.

This role will suit 2 types of potential candidates:

A hands on Senior Technical Manager, already in a management / team leader role, looking for progression.

A hands on Technical Expert, who has experience in team leadership and Client meetings, and is ready for a step up into Senior Management.

Responsibilities

Technical expert both internally and externally across teams and clients;

Active in technical support and deployments of services to business clients;

Strategic approach to creating a new technical helpdesk of 1st and 2nd line engineers;

Operational management, development, recruitment and training;

Responsibility for helpdesk performance, efficiency and high service standards;

Drive technical delivery for consistent on time and on budget deployments;

Provide pre-sales input, including technical architecture design;

Work closely with sales team to support the presentation of technical solutions to prospective new clientele to help achieve successful sales efforts;

Competencies

3rd line engineering experience in servers, systems, Microsoft applications and network infrastructure delivery and support;

Must be a Microsoft Certified Professional (MCP);

Must hold recent Microsoft Certified Solutions Associate (MCSA) certifications in relevant paths, such as Windows Server and Windows OS;

Desirable to hold Microsoft Certified Solutions Expert (MCSE) certifications in relevant paths, such as Server Virtualisation and Azure;

Hands-on knowledge configuring and supporting proprietary physical and virtual infrastructure architectures including:

o Microsoft System Centre Configuration Manager (SCCM)

o Microsoft System Centre Service Manager (SCSM)

o Microsoft Hyper V

o Microsoft Server 2008/2012/2016

o Windows Active Directory

o Microsoft Exchange

o Microsoft Office 365

o Microsoft Remote Desktop Services

o VMware vSphere and/or Citrix XenApp / XenDesktop / Netscaler

o Dell and HP Servers and Storage Arrays

Exposure to networking technologies including:

o Core switching

o Firewalls and routers

o Wireless networks

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Team leadership and people management experience, capable of handling difficult personnel situations directly, using appropriate discretion, HR advice, and respect;

Track record of skilled technical project delivery;

Strong client facing support experience;

Profile of consistent performance as a point of technical and hierarchical escalation;

Familiarisation working according to ITIL service strategy practices;

Demonstrable history of leading technical efficiencies in corporate environments;

Understanding of the balance between technical and commercial drivers in a business to business, supplier to client environment;

Professional Qualities

Enthusiasm for remaining hands-on with technical support and delivery;

Strives to achieve excellence in all areas;

Champions growth and can effectively manage the implementation of new ideas;

Communicates effectively with colleagues in other departments and divisions to ensure team efforts are seamlessly aligned to the wider business;

Reinforces team approach and supports input from team members at all levels;

Participates in all company programs and enforces all policies relating to company values and mission statement;

Mentors and motivates technical staff, creating an environment which rewards exceptional personnel and enables them to successfully achieve individual goals;

Reviews performance and status of team members, addressing issues as appropriate;

Interacts with clients in a manner which reinforces credibility and trust;

Continually identifies ways for the helpdesk to increase customer satisfaction and customer revenues;

Ensures consistent delivery of superior technical solutions to clients;

The personification of evangelism for the company brand

If this is the challenge and opportunity you have been looking for, please apply to Solve Recruitment.

Reference: 33974433

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