Posted: 12th February 2019
Salary: £28000 - £30000 per annum
We are seeking an experienced Manager to manager the provision of technical advice and practical assistance to a portfolio of clients. This will include:
Managing team performance
Manage mentor, coach and develop helpdesk engineers and trainees
Ensure a proficient, efficient service delivery
Interact with customers, staff and external third parties quickly gaining the respect of others.
So who are we looking for?
People management skills – able to demonstrate examples of effective management of a small team of mixed skills across multiple sites.
Credible technical knowledge – able to demonstrate that you can build effective rapport and relationships with Engineers at all levels. Possibly having transitioned from an Engineering to a team manager/supervisor role.
Resilient – able to demonstrate situations where you have been calm under pressure and ‘bounced back’ from difficult situations. Also that you have the ability and experience to reflect on what you would do differently in future to get a better outcome.
Commercially minded – able to demonstrate that you can lead by example in motivation and ensure others are motivated to maintain accuracy, effectiveness and a work pace that ensures tickets are able to be fully and promptly closed for billing, to the client’s entire satisfaction (meeting SLAs)
Someone who has ITIL certification or has worked as a ‘trafficker’ of IT work in a varied and fast-paced/challenging work environment
Experience of working in an environment where they will be able to create structure and cohesive processes for their team to follow, where they do not already exist and evolve with the expanding client portfolio.