Support Manager

Who are we...

In Summary…

We are a young, professional and dynamic organisation who genuinely offers a career with a difference. We have the technologies, resources and disciplines in place that really stand out from our competitors. We are looking for an individual who can add real value to our business and someone who consistently strives for perfection in all they do.

• Leading IT Service Provider with a proven track record spanning 9 years
• Financially stable company with in excess of 58 staff
• Certified Specialists in Microsoft & Cisco technologies
• About to embark on the SDI certification (formally known as HDI) and align more closely with ITIL and other industry best practice frameworks
• Strategically aspiring towards significant growth overt the next 1 – 2 years within the SME market
• Expect to see significant development of our service support and delivery functions to support the growth strategy with the Service Desk perceived to be a key growth area
• Winner of Best Places to Work in IT – 2008 as voted by Computer Weekly Magazine
• Strong reputation for customer service and best-practice solutions
• Dynamic, entrepreneurial company focusing on internal training and personal development
• Portfolio of national and international clients

The Role...

An exciting and challenging role for a candidate with a proven track record of managing a busy support Service Desk for IT outsourcing businesses.

You will be responsible for playing a leading role in managing and growing a team of 15 IT professionals ranging from 1st -3rd line level support, and shortly expected to grow to in excess of 20 staff. You will be a significant contributor towards identification of service improvement initiatives and be responsible for their implementation into the support environment

Reporting to the Directors & part of the Senior Management Team, you will be responsible for the entire support department, including ensuring SLA’s are met, providing a high quality of customer service, recruitment, staff appraisals, resource allocation, and motivation, providing a senior technical escalation point on IT issues if required.

A proven track record in IT Service Management is essential, including an understanding of ITIL and PRINCE2 standards. A deep understanding of Cisco Security Products, Microsoft Windows Server / Exchange solutions, Apple MAC, WAN Connectivity, and advanced troubleshooting skills are a pre-requisite.

As an inspiring manager and motivator, your core focus will be to manage and co-ordinate the support department, with tasks ranging from implementing new procedures to driving our certification into the SDI program (formally known as HDI), ensuring that the department reaches its targets & objectives.

The Person we are looking for must have...

The Person we are looking for must have...

• An advanced understanding of Microsoft & Cisco solutions (MCSE & CCNA/P preferable)
• A proven track record of implementing positive change within a Service Desk environment
• Ability to lead teams effectively through structured coaching (via KPI’s)
• Exceptional Customer Services skills
• Excellent written and communication skills
• Graduate Degree (or equivalent)

Is this you? If so, please email your covering letter and CV to
recruitment@theinternetgroup.com stating reference: HDM0408.