IT Customer Support Manager

Job content

B&CE have an exciting opportunity to join our growing team as an IT Customer Support Manager. We are looking for a confident and enthusiastic individual to join our ever growing company.

This role is a hybrid opportunity with the successful candidate working both at home and in the office.

Main Purpose:

Managing the Service Desk, Application Support and client Support teams to design, create and maintain IT services to support B&CE’s internal customers and group activities. Adhering to ITIL best practises, assist the Head of IT services to deliver, maintain and standardise B&CE’s IT hardware, software, telecommunications and networking capabilities. Create management reports, identifying trends that affect the performance of the Service Desk. Deliver the optimisation and automation of the Service Desk toolset, incl. implementation activity. Manage the teams’ workflows, resource and skillset to enhance the service desk offering. Ensure all systems and processes are standardised and in line with company security standards and procedures. Review SLA’s and regularly report to management on set KPI’s Actively contribute to the achievement of the IT department’s objectives.

Skills & Experience:

Essential:

• Educated to Degree level or equivalent
• Customer support team management to ITSM standards and processes
• IT service management and delivery within a dynamic and fast-moving business
• Worked closely with customers to define SLA’s and provide excellent working relationships
• Development of technical staff to achieve objectives and career progression
• Management of service support team
• Broad knowledge of service desk methodologies
• Proven experience with dealing direct with customers, and providing a high level of service support
• Excellent communication skills
• Strong problem solving & analytical skills
• Experience of driving change and improvements

Desirable:

• IT project methodologies
• Influencing & networking
• ITIL qualified

B&CE is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at B&CE) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.

Our people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer; even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant. Discover more of B&CE’s employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career. *This is subject to current government COVID guidelines*