Address
SalaryAbout the Role: The Senior IT Support Officer plays a crucial role in managing my clients IT Service Desk, providing second-line support, and leading a team of IT Support Officers. The role involves overseeing end-user support, hardware/software support, and ensuring adherence to SLAs and KPIs. The Senior IT Support Officer will also contribute to the organization's digital transformation initiatives, with a focus on security and continuous improvement.
Responsibilities:
- Provide second-line IT support, escalating complex issues to the appropriate channels.
- Lead a small team of IT Support Officers, including training and development.
- Develop knowledge-based articles and assist in delivering end-user training programs.
- Ensure adherence to SLAs and KPIs, identifying and mitigating areas of non-compliance.
- Manage customer complaints, escalating unresolved issues as needed.
- Support hardware and software deployment, including AV kit and other installations.
- Collaborate with the IT Service Desk Manager on project work and process improvement.
- Monitor third-party on-site activities, ensuring compliance with IT policies.
- Identify and resolve security issues, escalating complex cases as necessary.
- Communicate technical issues to non-technical staff and report to IT Service Desk Manager and third-party suppliers.
- Keep abreast of IT best practices and participate in ongoing professional development.
Essential Criteria:
- Degree in an IT-related subject or equivalent experience.
- MCSE Certification or equivalent.
- ITIL Foundation level.
- Demonstrable experience in a similar role supporting users in a multi-site environment.
- Leadership experience and supervision of junior staff.
- Proficient in Microsoft 365, Windows 10, Windows server technology, networking, and mobile device management.
- Experience in supporting video conferencing and working with 3rd party suppliers.
- Strong analytical and problem-solving skills.
- Excellent interpersonal and communication skills.
- Commitment to equality and diversity.
- Flexibility, ability to manage projects, and maintain a high level of integrity.
Other Requirements:
- Occasional travel to other sites and affiliated locations.
- Flexibility in the working environment.
- High level of intellectual rigour and attention to detail.
Please note that the estimated start date for this role is 20th February 2024 and the role is 100% office based in Manchester. Interviews are due to be held the preceding week on 13th February 2024.
This role will require full right to work in the UK & that NO sponsorship will be available.
Initial term will be for 6-months with possibility of being extended beyond that point
