Support Manager IT Solutions (Night shift)

Job content

Are you a successful service desk manager looking to make a change?

Are you interested in working for a growing tech company?

Do you have service desk knowledge?

We have a brand new exciting role you could be interested in. Quick apply with just your CV.

This is an exciting opportunity to join ASK4 during a period of growth. This new role will be a part of the servicing function and will lead a new night shift team that is an integral part of our growing business. Managing our first and second line night shift team you will bring industry leading knowledge to the business.

ASK4 brings buildings to life, from Internet connectivity and smart building technology to IT and data centre services. Working with clients across student housing, build to rent, later living and other sectors, we ensure that people are able to live life and work productively.

What you’ll be doing:

· Oversee the night service delivery across both first and second line engineers by ensuring all night shift KPIs are met and SLAs are reported, observed and feedback accordingly. This includes reporting weekly on incidents, events and KPI’s to senior colleagues.

· Liaising closely with other teams when issues occur.

· Responsible for creating and running a Problem Management process and supporting incident management processes including out of hours support

· Internal escalation point for all issues requiring managerial input.

· Representing the client and the business in equal measure as part of your decision making. This includes managing supplier escalations and service reviews.

· Line Management related duties (1:1s, appraisals, rota management, H&S risk assessments, recruitment etc). Managing the performance of the team through reporting and KPIs and entering into discussions and performance reviews as required.

· Responsible for night shift Second Line’s continual improvement processes and PIRs.

· Active involvement in the budgeting process.

· Management of new team through the correct training, support and reviews ensuring fit and decision making on the passing of probation.

· Being available to senior colleagues for support on strategic decision making and big-picture thinking. To include overseeing of major changes in service delivery – for example 24/7 working, redefining roles, new services or products etc.

· As a senior member of the team, be representative and present around the office as a central ‘cog’ in the system, and be aware of all ongoing projects, tickets, issues, and outages, ready to support colleagues.

· Meeting with new and potentially new clients, with the sales team to ensure accuracy of support offering and proposals being sent by the Sales Team where appropriate.

· Keeping track of hardware requirements and the lifecycle of that hardware within IT Solutions.

· Ensure SharePoint and other Company reference points are kept up to date.

· Handling site-visit and work-assignment requirements for engineers, when not specifically being handled by a Project Leader – often in conjunction with colleagues.

· Uphold professional values at all times, in and out of the office, and when representing the company to clients, with the owners, colleagues and at social or other events.

Hours of work

A 4 on 4 off rota working 9.45pm – 8.15am (weekdays) and 8pm to 8am (weekends).

Our ideal candidate will have experience of:

· It is essential that you have previous managerial experience.

· Significant experience of working across a service delivery desk at both entry and higher levels.

· Significant experience in handling a range of technical work across a wide range of clients and sectors.

· Working to and meeting SLA and KPI targets, both for colleagues and clients and reporting on these to the wider business.

· Process creation and development experience.

· Data analysis experience and a logical approach to problem-solving.

· A self-motivated approach to developing teams, solving problems, and moving work forward.

· Experience in handling client meetings

· Experience of working across departments when coordinating work and colleagues.

Job Types: Full-time, Permanent

Salary: £38,000.00-£42,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Free flu jabs
• Health & wellbeing programme
• Life insurance
• Paid volunteer time
• Profit sharing

Schedule:

• 12 hour shift
• Night shift

Supplemental pay types:

• Yearly bonus

Work Location: In person

Expected start date: 31/08/2023