IT Service Manager
Position: Service Manager
Location: Ringwood, Hampshire + Hybrid home working
Salary: £30 – £33k DOE + Benefits + Company Profit Share
Hours: 37.5 hours per week
The Role
As a Service Manager, you will be part of an established service management team responsible for the day to day operation of our client's business as usual support services. This includes line management responsibilities, supporting and developing a team of Support Desk Engineers to ensure daily operations run smoothly and effectively. You will help maintain their key performance indicators, producing customer reports, and serving as an escalation point for both internal and external stakeholders. In addition, you will analyse service metrics contributing to the problem management process to identify trends, anomalies, and opportunities for service improvement.
Duties include:
* Support the team to meet and achieve their key performance indicators and service levels.
* Produce and analyse customer facing reports, transforming data into clearly presented documents, providing details on service quality, customer experience and trends.
* Line management and development for Support Technicians – recruit, train, mentor, and support colleagues to their best potential.
* Management of high severity and major incidents tickets, ensuring tickets are aligned to the existing processes and lifecycle.
* Promote excellent customer service, acting as a point of escalation for complex queries or complaints.
Skills and Experience
* Experience and knowledge of utilising ITIL best practice.
* Excellent communication skills, with the ability to engage effectively with stakeholders at all levels.
* Ability to prioritise workload, balancing multiple demands while maintaining service quality.
* Willingness to learn and succeed.
* Experience managing SLAs and KPIs to ensure consistent, high quality service delivery.
The role is subject to a standard clear DBS being received. Some travel to customer sites may be involved, so you must have a full UK driving license.
The Package
* Company Profit Share (first £3,600 is tax free).
* 22 days annual leave plus bank holidays, increasing with length of service.
* Birthday as additional paid leave.
* Additional paid leave (dependent on company performance).
* Company sick pay policy.
* Pension Scheme.
* Private Medical Insurance including dental.
* Free Parking.
* Hybrid Working.
* Progression opportunities.
* Fresh fruit, the occasional pizza and a posh coffee machine!
Our Client
Our client has been a specialist IT Infrastructure and Support Services provider for over 25 years.
They are an Employee Ownership Trust – a growing company. They are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024.
Their core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy.
They encourage progression within themselves for their colleagues, offering opportunities in other teams and departments.
Join our client's friendly company, where a great team and a positive culture await you.
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