Support Manager - ITIL

This job has now expired please search on the home page to find live IT Jobs.

Support Manager - ITIL - Leeds

Our Leeds based client who are one the UK's best companies to work for are currently looking for an experienced Support Manager to join their enthusiastic team on a permanent basis. Working in their large, modern offices in Leeds, this is an excellent chance for a Support Manager to improve both their technical and non-technical experience.

Working alongside over 20 colleagues you will be responsible for the line management of 3-4 team leaders and ultimately responsible for the 2nd Line Support team, ensuring that they meet all SLA's.

KEY TASKS & RESPONSIBILITIES

* Overall management of 2nd Line Support

* Provide 2nd line technical support for all existing core systems and applications and any future technologies

* Liaison with Development and Business Systems teams as well as 3rd party supplies and Service Integrators

* To be aware of system management requirements including capacity, performance, work management, patch management, version control, security, backup & recovery, and utilities.

* Provide 2nd line support for Citrix/Server infrastructure

* Provide 2nd line Deskside support for all Leeds based user communities and field based/remote users in the North of the UK

* Procure IT equipment as required

* Disposal of redundant IT equipment as required.

* Liaison with 3rd party hardware engineers when required

* Provide 2nd line Digital support for all platforms supported

* Liaison with 3rd line internal support groups and external 3rd parties when required

* Provide 2nd line Application & Business support for all platforms supported

* Liaison with 3rd line internal support groups and external 3rd parties when required

* Support on a call out rota providing out of hours support

* Participate in project work as required

* Proactively manage, maintain and improve support procedures by implementing best practice methods and ensuring that procedures are fully documented and understood by the support team

ROLE REQUIREMENTS

* Experienced Team Manager

* Sound 2nd line technical skills in many areas mentioned above

* Good Incident management skills

* Good awareness of ITIL framework and disciplines

* Good training, mentoring and coaching skills

* Good business awareness of service levels and a good understanding of the impact of critical system issues on the business.

BENEFITS

* Bonus Scheme

* 25 days holiday (rising to 28 after 5 years) plus bank holidays

* Pension Scheme

* Staff discount

* Season ticket loan

* A wide range of flexible benefits to suit you up to £5,500. Pro rata cash option is available

This role will also require occasional travel to London as and when required.

Support Manager - ITIL - Leeds

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation.