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SalaryRole:IT Manager
Location: Cheshire / Crewe
Salary: Up to £40,000
Setup: Fully Office based
Benefits: Mileage, Pension, Parking and 28 days Holiday
Job Summary:
Oversee a dynamic technical support/Helpdesk division within an MSP, serving as the primary escalation point for customers and team members. Blend technical expertise with managerial acumen to drive excellence in service delivery, employee development, and operational efficiency. Directly manage employee appraisals, recruitment efforts, SLA compliance, and round-the-clock support schedules.
Key Responsibilities:
* Champion our clients Quality Management system, ensuring adherence to procedures and consistently high service levels for our clientele.
* Provide proactive and reactive technical support to our customer base, resolving issues promptly and effectively.
* Maintain seamless coverage of the technical desk, coordinating schedules for round-the-clock support.
* Serve as the primary point of technical escalation for the support team, resolving complex issues within established SLAs.
* Facilitate training initiatives for yourself and the team, collaborating with other management members for comprehensive development.
* Ensure thorough documentation and auditing of new client onboarding processes.
* Manage procurement of software, tools, and equipment within budgetary constraints for the technical teams.
* Conduct annual performance appraisals for all technical team members, fostering a culture of growth and accountability.
* Oversee all aspects of technical support staff management, including recruitment, disciplinary actions, and performance targets in collaboration with HR and the Managing Director.
* Support Account Managers in client reviews, leveraging technical insights to enhance customer relationships.
Requirements:
* Preferably MCP certified or holds an equivalent current Microsoft qualification.
* Possession of a valid UK driving license.
* Demonstrated experience in a small to medium-sized business end-user environment.
* Strong interpersonal skills, capable of effective communication with stakeholders at all levels, including company owners.
* Proficiency in delivering clear and concise reports and presentations.
* Proven ability to lead and develop a growing technical team effectively.
This role is suitable for a candidate who is looking to get into senior management but also remain hands on if needed. If you are interested then please apply or send your CV to ( tom . craig @ nextech - group . co . uk )
IT Manager - technical - Windows - MCP - MSP - Service Desk - IT Support - SLA - ITIL - KPI - Team Management
