AddressThe role
You will lead the Modern Work Support Team to deliver outstanding customer service and technical support in line with ITIL principles. Alongside this, you will help the wider ANS teams in the development and future of the Modern Work Product Set. You will manage, motivate, and look after the well-being of the engineers (including apprentices) providing seamless technical support to the customer base.
What will I be doing?
- Be accountable for the delivery and operations of the Azure Virtual Desktop Service. Be responsible for the governance of the automation application and ensure customers have the appropriate global policies.
- Be accountable for Platform Maintenance in tandem with the Citrix Infrastructure team.
- Develop and evolve team processes in line with the ITIL framework to increase team efficiency.
- Effectively manage the ticket queues to ensure customer tickets are being dealt with whilst ensuring engineers are following the correct processes.
- Work with the compliance team to undergo audits. ISO 27001, 27017, 27018, 20000, Cyber Essentials etc.
- Maintain a performance measurement framework (Skills Matrix) and facilitate a regular feedback system (121s) to team members, ensuring they are developing.
- Collaborate with the internal delivery team as well as customers to ensure smooth transition of customer environments during platform migrations.
- Attend wider departmental meetings (or have a representative). E.g. Change Advisory Board (CAB), End-of-Life (EOL), Product Technical Forum etc. Ensure actions, changes and impacts are communicated to relevant parties.
- Act as an escalation point for any technical or service-related issues from the team, wider departments, and customers.
What will I bring to the role?
Previous experience in technical support and line management in an MSP environment is essential.
- Hands-on Technical skills (Citrix, Azure, AVD, Microsoft 365)
- Well presented with excellent communication and interpersonal skills
- The ability to deal with people from all levels of the business
- Experience coaching and mentoring teammates
- Strong leadership and collaborative skills
- Able to take ownership of an issue and follow through to conclusion.
- Able to address challenging management issues such as performance management.
- Good working knowledge of ITIL Practices (no formal qualification required but advantageous).
- The ability to make the right business decision in line with our core values
- A great sharer of knowledge and experience
Why work for ANS?
At ANS, we’ve created a place where everyone can be themselves, and we empower our people to get the job done. Openness, ambition, honesty, and passion are what drive us every day. We are bold, courageous, and innovative – and we do it like no other. We invest in our people. In training, development, health and more – we give you the benefits and flexibility to maintain a happy work-life balance.
We’re proud of the inclusive, fun, dynamic environment we’ve created. It’s a safe space that works for all. You don’t have to be a techie to work in tech. Bring your authentic self and find your dream role here. Find out more at LinkedIn pages.
What’s in it for you?
With fantastic benefits, an inclusive culture, and a cool office space, we’re your kind of workplace.
Company benefits
- As standard: 25 days’ holiday, plus you can buy up to 5 more days
- A little extra: we’ll give you your birthday off, and an extra celebration day for whatever you want! Tying the knot? You get 5 days’ additional holiday in the year you get married. Oh, and 5 volunteer days!
- Private health insurance
- Pension contribution match and 4 x life assurance
- Flexible working and work from anywhere for up to 30 days per year (some exceptions)
- Maternity: 16 weeks’ full pay, Paternity: 3 weeks’ full pay, Adoption: 16 weeks’ full pay
- Company social events – get ready for a jam-packed calendar
- Electric car scheme
- 12 days of personal growth development time
ANS are an equal opportunities employer. We encourage diversity and anyone applying for a role at our organisation can be assured that their application will be treated fairly, regardless of age, disability, gender reassignment, gender expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation. We sometimes ask for information relating to individuals for equal opportunities monitoring purposes only.
