We are looking for an experienced IT Support Manager to cover maternity leave for a time period of 10 months, commencing September 2021.

The IT Support Manager oversees several key functions within Codec that enable the delivery of a high-quality service to internal and external customers, and to ensure service support and service delivery processes are in place to meet customer needs.

Responsibilities  

Service Management

• Maintain high performing service support functions including IT Service Desk and multiple Application Support Teams located in various locations
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• Take ownership of major incidents when required ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and ensuring a smooth transition from project to support ensuring service impact is minimized and agreed
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes

Performance & Quality

• Oversee pre-sales support process including providing responses to tenders, presenting to potential customers, preparing estimates for support contracts, agreeing scope of support contracts, and ensuring support contract profitability
• Make recommendations for service improvement plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Employee management including recruitment, mentoring, training, target setting and performance assessment
• Be an ambassador for IT, working across the business to provide effective communication on IT issues and build relationships with other teams to ensure effective dialogue between departments

ISO Governance and Certification

• Manage the delivery of the ISO 9001, 20000 and 27001 audit programme in line with the certification requirements and business policies, processes, and procedures
• Continually improving the ISO management systems
• Co-ordinate and participate in internal and external ISO audits taking into consideration risks identified, previous audit findings, changes to systems, people or processes and new technologies or emerging security threats
• Ensure effective management of corrective and preventative actions and risk management

• ITIL Qualified
• Previous experience as a manager or demonstrable experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• 5 years + experience in a IT Support Manager role
• Excellent analytical and problem-solving skills.
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility
• Excellent organizational skills
• Able to manage sensitive and sometimes confidential information
• Self-motivation and able to take responsibility
• Able to demonstrate initiative and a proactive approach to daily tasks