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Technical Support Manager; Mac Environment

Posted on Jul 11, 2019 by CV-Library

City and County of the City of London, United Kingdom
Information Technology
Immediate Start
£45k - £50k Annual
Technical Support Manager required by multi national company to be based in the London office and are offering up to £50k. Reporting to the Director of Global Infrastructure and Support and having a team of up to 5 reporting to you, you will take ownership of the role, improving support processes and delivering exceptional customer service.

Key Responsibilities include

Mange an international team of support staff providing top tier technical solutions and customer service to our community of incredible staff spanning the globe

Monitor team member performance, set individual goals, meet for regular 1-on-1s, and perform yearly reviews

Conduct interviews and lead hiring qualified team members

Define performance standards and ensure adherence to those standards

Improve team engagement

Work with the Director of Infrastructure and Support to establish support initiatives and strategy, establish project timeliness

Prioritize a high-volume of competing tasks in a fast-paced environment, manage stakeholder expectations.

Manage service levels and drive initiatives to improve customer experience ranging from traditional IT support to specialized application support.

Collaborate with support teams across the globe to align best practices and processes

Manage complex global projects from design to execution.

Develop communication strategy internally and externally for support related initiatives.

Coordinate inventory, procurement of hardware and software licensing.

Work with customers, internal staff and business partners to identify areas of improvement in support processes.

Participate in the acquisition cycle for new hardware and software tools as well as establishes relationships with technology vendors and manage contracts.

Meet with Senior leadership on a regular basis to discuss, evaluate, and implement any change to services that may be required.

Minimum Technical Experience:

Both Mac OS and Windows (This is a 99% mac environment)

G Suite and Office 365

Cloud Tools - LogMeIn

Casper / JAMF

Networking including LAN / WAN

Further Experience:

Excellent communication skills and the ability to work in a team environment spanning the globe

Strong leadership, motivation and interpersonal skills

Will have strong vendor management experience.

Ability to use critical thinking and find creative solutions to problems

Strong organizational and time management skills

Able to explain complex technical solutions to non-technical staff.

University bachelor's degree or related experience.

Proven experience managing a team of support specialist

Reference: 210398425

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