Head of Support - Catterick Garrison, United Kingdom - Razorblue

Razorblue
Razorblue
Verified Company
Catterick Garrison, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Location:


Catterick / Stockton-on-Tees

Position Type:

Full Time

Salary:


£50,000 - £55,000

Head of Support
To support the Operations Director in taking overall accountability of the Service Desk.

You will be responsible for maintaining sufficient staffing levels, for developing skills and for motivating team members to deliver high quality and consistent support services.


Head of Support Package-

  • Base salary of £50,000 £55,000
  • A fantastic and flexible working environment
  • 32 days holiday (inc bank holidays) and the ability to purchase up to an additional 10 days per annum
  • Life insurance
  • Private Health Insurance
  • Free breakfast, fruit, nespresso coffee, tea and soft drinks
  • Regular social events
  • A company phone which can be used for personal use
  • A company credit card so you're never left out of pocket
  • Cycle to Work scheme

Duties and responsibilities-

Service Desk Management (40%)

  • Providing reports and presentations for Operations Director and Board on operational performance and suggest improvements
  • Overall owner of ensuring we maintain and exceed our SLA KPI, amending these targets where necessary to ensure continued improvement of service
  • Ensuring the process of continual service improvement is managed and strategic improvements are implemented
  • Create quarterly roadmaps to deliver overall CSIP initiatives
  • Implement efficient process and standards within our ISO9001 and ISO27001 framework
  • Design policies that align with overall strategy

Client Management (10%)

  • Sign off onboarding of new clients, working with onboarding engineer
  • Produce bespoke reporting for key clients
  • Ensure strong relationships with key clients are built and maintained
  • Manage major outages or incidents efficiently to ensure minimum impact on business

Leadership of the Service Desk (50%)

  • Maintain and develop resource plan to ensure team resources are at the correct level to meet demand
  • Coach and mentor team leaders, along with developing the internal engineering talent pool
  • Ensure the First Response and Escalation Engineer oncall rotas are prepared, and weekly shift patterns are maintained to ensure not dropping below minimum staffing level
  • Create and implement the training and knowledge strategy across the SD team to deliver resolutions to client's needs
T

o be successful in this role, you must be able to demonstrate -

Qualification

  • ITIL
  • Foundation level minimum
  • Prince 2 or similar project management desirable

Experience

  • Extensive experience in service management/service desk operations
  • Dynamic and able to motivate teams with enthusiasm
  • Proven ability to resolve complex management / support issues
  • Report writing and data analysis of service desk statistics

Skills

  • Technically minded and commercially savvy
  • Customer focused whilst ensuring operational efficiency
  • Resilient, with an openminded approach
  • Ability to write complex reports and interpret large data sets from raw data outputs
  • Effective verbal and written communication skills. Should be able to adapt communication style to suit different audiences.

Knowledge

  • Experience and knowledge of service desk standards and operational practises would be an advantage

About us
Technology is imperative to the success of every business, regardless of or sector.

The wave of digital transformation and workplace modernisation is one of the driving factors of our continued growth (35% year-on-year).


At razorblue, we stay ahead of the curve, adopting the latest technologies and working in partnership with industry-leading suppliers and products.


Through our quality-driven approach, outstanding service delivery and commitment to our clients, we provide IT solutions and support to over 500 businesses across the UK.


Believing in the importance of a human-approach to business, we invest heavily in the development and growth of our teams.

Working for razorblue provides excellent opportunities to learn, develop and progress.

Over the years, we have cultivated a culture of professionalism, development and teamwork that empowers each of our employees.


We strive to maintain a positive approach to all aspects of working life, promoting a healthy work/life balance and equal opportunities.

If you think you've got what it takes to work with us, we'd love to hear from you.
More jobs from Razorblue
See all jobs of Razorblue