IT Technical Services Manager - Basingstoke - £30K to £39K

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IT Technical Services Manager required to join a growing and progressive company based from their head office in Basingstoke.

The role of IT Manager will involve working in a shift system, covering the hours of 07:00 to 22:00 and you will primarily provide supervision for the Technical Service Desk whom provides 2nd & 3rd line support for all internal employees firm as well as network and server support. You will:

* Supervise and be 'hands on' in the management and maintenance of the existing server and network infrastructure to agreed standards

* Provide technical expertise to the IT support team and internal users of IT Services

* Monitor, report and act upon security, network and server alerts

* Ensure identification and escalation of service improvement opportunities

* Ensure problem and change management processes are adhered to

* Implement change related activity, such as software upgrades, software packaging, server updates and infrastructure maintenance

* Maintain relationships with vendors and suppliers and ensure all relationships are conducted in a professional manner

* Receive, log, and correctly assign/categorise calls when operating on the helpdesk

* Correctly identify record, escalate and resolve problem records.

* Ensure that all calls are recorded in the ITSM tool and that the customers details are checked and amended where needed

* Troubleshoot business applications, shared applications, servers, network, mobile, telecoms and printers

* Ensure that an accurate record of all company IT assets within the ITSM is kept and that all issues/fixes are recorded against the correct item

* To maintain a high degree of customer service for all support queries, adhering to all service management principles

* Publish solutions to problems within the ITSM so as to pro-actively share information, avoiding silo mentality

* Liaise with 3rd party vendors, ensuring that they adhere to specified SLA's and escalating where these are about to fail

* Project support and deployment as required

* Technical Service Desk team performance management and appraisals

The correct candidate will currently be working in a similar role and will have some strong previous IT support experience. You will have:

* At least 2 years maintaining IT infrastructure and applications

* At least 1 year supervising a technical team

* Excellent communication skills and the ability to communicate at all levels

* Strong technical knowledge within Server 2012, Active Directory & Exchange

* Good understanding of SQL Statements and C# would be beneficial.

* Project management and resource planning experience

* Ability to prioritise and manage workload for support team

* Strong reporting and analytical skills

* Professional approach and appearance

* Able to work to tight deadlines

* ITIL Foundation

This is an excellent opportunity to join a company who would be able to offer further training and opportunities to the right individual.

Keywords: IT Technical Services Manager, ITIL, Basingstoke, Hampshire, IT Helpdesk Manager