IT Operations Manager

  • FT Perm
  • North Derbyshire
  • Salary: Dep. on exp.
  • Hours: 9.00am - 5.30pm Mon - Fri

Andy File Associates Limited are working as a Recruitment Agency on behalf of our client with regards this permanent position

Overview:

The IT Operations Manager role reports directly to the Head of IT and Operations and will be responsible for the full running and development of our client’s engineering function.   A solid technical know-how is imperative with a key focus on people management and the desire to deliver outstanding customer service through all functions of the engineering team.

Our client has ambitious growth plans, a very clear vision and a passionate and dedicated team.  With the recent launch of a 24/7 service and an absolute focus on recurring revenue, this is a great opportunity for the right individual to make a positive impact and be a key influencer in the future of our client’s business.

Responsibilities:

Staff and Resource Management

  • Direct Line Management of 2 key areas of the department: Service Desk Manager; Solutions & Services Manager
  • Responsibility for the development and performance of direct reports including workflow management, PDP, training and career development planning
  • Mentor and coaching of Service Desk Manager to develop and maintain excellence within the support team of 1st to 3rd line engineers

Customer Satisfaction

  • Ensure you exceed customer expectations at all times
  • Keep the customer needs at the heart of everything you do
  • Communicate clearly and honestly with customers at all times
  • Coach and encourage the team to continuously deliver excellent customer service

IT Support

  • Provide 3rd line/major incident support to the Service Desk as required
  • Be a ‘go to’ person for all technical advice and sense checking with regards to proposals and customer solution recommendations
  • Escalation point for customer complaints/incidents as they occur
  • Ownership of all things ‘tech’ within the company and the customer base
  • Full company asset management

Reporting

  • Weekly department performance reporting to the Management team including ticket and incident review and individual efficiencies
  • Monthly department overview reporting at Board level

Culture

  • Lead by example
  • Be a fully committed company team member and leader
  • Uphold the company values at all times
  • Embrace company processes and procedures ensuring full engagement throughout the team
  • Report to the Board of Directors and attend regular management meetings
  • Never over promise or under deliver

Skills:

  • ITIL
  • Service Desk Management
  • People development
  • High level technical knowledge
  • Commercial understanding
  • Management reporting

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