Role - Senior Digital Support Manager
Location - Manchester
Type - Permanent
Structure- Onsite to start and hybrid 3 days after probation.
Salary - £40,000 - £45,000
About the company:
A newly launched startup in Manchester that will be providing state-of-the-art innovation and solutions to the low carbon economy. They are supporting a variety of industries and companies who are looking for support on their Net Zero journey. They provide everything from research, development and deployment to make it easier for SMEs to scale and future-proof their organisation.
About the Senior Digital Support Manager role:
They are looking for an experienced IT Support professional to join them full time as their Senior Digital Support Manager. You will be the face of Digital support for both the internal staff as well as their end users. You will be providing, but not limited to, desktop support, licensing, data and cloud storage solutions, working with MSPs and managing the company's assets including hardware and software.
This is a developing role so we are looking for an experienced individual that has a variety of IT experience and will be the "go to" figure for any and all IT related matters, ideas, developments and future plans.
As this is a new role, it is well suited to someone that has sufficient experience across various IT pillars and displays strong client/ customer facing skills
Responsibilities:
- To fully support and ensure the digital operations are professionally delivered for both Support staff and End Users of facilities
- Continually monitoring and updating all requests using a ticket management system to ensure problems and issues are handled in a professional manner
- Working with the Managed Service Provider to ensure user requests are fulfilled and customer requirements are met
- Escalation of problems or complaints to the senior staff
- Progression of faults with third party companies and service partners
- Clear communication with users on the progress of incidents via email, phone, online chat or face to face support models
- Trend spotting, complaints, observations which require escalation to the senior team
- Triage and fault analysis with accurately logging all technical details of the request with the user
- To ensure customer spaces are ready for business by engaging on digital setup and requirements in advance of start dates
- Prioritising issues according to severity, scale and impact against business and customer requirements
- Maintaining locally held information on forthcoming technical work to ensure accurate communication to all users and staff
- Perform technical administration tasks to ensure the efficient running of services
- To carry out other tasks which may be required by the senior team in support and associated projects
Key skills and expeirence required
- Experience in delivering support in a front facing customer environment, remote and face to face
- Excellent Communication Skills and ability to work under pressure
- Experience of working with a 3rd party company / Managed Service provider to deliver core services
- Demonstrable experience of supporting Desktop and AV facilities, focused on a Microsoft O365 Environment, Sharepoint, OneDrive, CISCO
- Demonstrable experience of Windows Administration platforms such as Active Directory, InTune and Autopilot
- Experience of using an ITSM Ticketing and booking system such as Topdesk, Service Now etc and Facilities booking systems
- Confidence understanding and ability to support Cloud based technology solutions for data storage such as AWS, Google and Software as a Service provision (SaaS)
- Experience of working closely with administration teams to deliver event spaces and supporting technology to meet customer requirements
- Experience of software and asset management to ensure best value at all times
- Confidence and understanding of Data Architecture, Storage and Data controls which are required in a sensitive data and research and development environment
- Experience of engaging at a senior level to report on progress, issues and matters for escalation or suggestions for improvement
- Experience of mentoring and creation of knowledge through use of knowledge base or similar
- Experience of supporting areas including Networking including Wi-Fi, AV, Print, BYOD and specialist digital equipment
- Interest and understanding of up and coming technologies such as AI
Desired experience:
- Experience of working in a technical or engineering environment or Educational environment would be desirable but not essential
- Experience of IT Service Management Frameworks or Capabilities such as ITIL V3.0 or 4 would be desirable but not essential.
Please note we are looking for individuals that are happy to work in a bit of an unstructured environment and will mould this role as their own. It requires sufficient experience and a strong permanent employment track record. Contractors are welcome to apply but preference will be given to individuals with a strong permanent track record.