IT Support and Projects Manager

Interface Recruitment UK; West Yorkshire, Leeds; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking an IT Support Manager to lead a team of technicians while engaging in exciting IT projects. This role requires a minimum of 5 years in IT support, emphasizing exceptional customer service and team management. You will oversee support queries, maintain service levels, and manage the configuration of systems, ensuring a high degree of user satisfaction. With opportunities to develop your team and engage in project management, this position offers a dynamic environment for growth and innovation. If you're passionate about IT and leadership, this is the perfect role for you.

Qualifications

• 5+ years of IT Support experience with strong customer service skills.
• Experience managing ICT projects and a team of technicians.

Responsibilities

• Provide technical support management and maintain service levels.
• Manage the logging of support calls and maintain documentation.
• Train users and manage the configuration of computer systems.

Skills

Customer Service

IT Support Helpdesk

Team Management

Troubleshooting

Problem-solving

IT Project Management

General Network Administration

Knowledge Transfer

Education

Microsoft Certification

Tools

Active Directory

Windows Desktop

Windows Server

O365

Job description

IT Support Manager and Projects Manager

We have an opening in our IT Support department for an IT Support Manager that will manage a team of 1st and 2nd line level technicians but also be heavily involved in periodic IT Projects. The ideal candidate will have a minimum 5 years’ experience in IT Support Helpdesk with solid Customer Service experience and preferably be Microsoft certified; coupled with this you will have managed ICT projects.

To be considered you must:

1. Have a full UK driving licence.

Job specification:

• To provide technical support management; and manage service levels when answering support queries either onsite or via phone or email.
• To maintain a high degree of customer service for all support queries.
• To take ownership of user problems via the management of your team.
• To manage the process of logging all calls on the call logging system and maintain full documentation.
• Help your team respond to enquiries from clients and help them resolve any hardware or software problems.
• Manage the support of users in the use of Computer equipment by providing necessary training and advice.
• Work as part of the IT Support Management team and any other operational/project teams as requested by the IT Director.
• Manage workloads and notify the IT Director when KPI/Targets are going to be breached.
• Raise any security concerns to the IT Director.
• Manage reports and logs in line with departmental policy.
• Obtain quotes and process orders in line with departmental policy.
• Manage the set up and configuration of new laptops and desktops.
• Manage the installation of authorised software to laptops and desktops.
• Manage the configuration/maintenance of computer systems, networks and peripherals as instructed.
• If required undertake trips to other sites/data centres, including staying overnight where appropriate (and maintain a valid UK driving licence).
• Any other duties as requested by the IT Director including GDPR and process improvement including incidents, risks.
• Keep abreast of IT Trends and engage with IT Director to develop personal development plans for the team.

The below skills would be beneficial to the role:

• Active Directory user and computer administration.
• Windows desktop administration.
• Windows Server administration.
• O365 administration.
• Exceptional Customer Service skills.
• Proven experience working within IT service delivery management including IT Project Management and the ability to work at board level.
• Excellent troubleshooting and problem-solving skills.
• Excellent ability to transfer knowledge within a team.
• General Network administration and troubleshooting.