End User Support Manager Temp

Description de la mission

Purpose of Position
The role of the End User Support Manager will be to manage the day to day activities of our End User Support team. The expectation is that this is a hands-on role where technical skill set is as important as the team leadership qualities that the person fulfilling the role will have.
The primary role will be to ensure that the End User Support team effectively deal with all types of requests and incidents. The role will require the person fulfilling the role to have an excellent service management mindset who can manage a busy organisations issues and requests, but also be able to communicate up to senior stakeholders within IT but also the wider business.
Reporting to: VP, ITSM
Key Responsibilities
Ensure the ticket queue for the End User Support team is managed and prioritised effectively, with incident and service requests being resolved within the SLA’s defined.
Act as an escalation point for the team when required, providing guidance on how to troubleshoot and resolve incidents effectively.
Work in conjunction with the VP ITSM to create and maintain an internal Service Delivery Culture.
Host daily stand-ups with the team to ensure progress is being made against important issues, but also to enable the team to voice short-term challenges that need to be addressed.
Forge close working relationships with the rest of the technology teams, such as Application Support, CloudOps & SecOps, DataOps and Development.
Where possible, determine the root causes for issues and implement a resolution or workaround.
Manage the flow of incoming issues and escalate and cooperate with other Pantheon resolver teams as necessary.
Work with other teams to articulate problems that require a resolution to Pantheon code or customised procedures.
Communicate environment impacts, perform effective follow-up and communication of incidents and resolution progress to business users as they occur.
Create, maintain and distribute IT-related processes and best practice documents including FAQs, common issues, known errors and their resolutions to contribute to the Pantheon knowledgebase.
Suggests improvements to IT Leadership on such things as efficiencies and customer satisfaction.
Represent the End User Support team in cross-departmental meetings and decision-making activities pertaining to your specialist skills such as Change Advisory Board meetings.
Take part in vendor relationship meetings in support of the End User Support team.
Act as Major Incident Manager where and when required ensuring major incidents are managed effectively and co-ordinating both internal teams and external vendors to resolve often highly technical, high profile and/or contentious issues.
Regularly review outstanding problems and work to bring them to a timely resolution.
Ensure standards, policies, procedures, guidelines, and best practises are followed by the team.
Manage and develop staff within the End User Support team.
Manage the recruitment process for End User Support team, ensuring that people recruited meet the skillset and standards required.
Carry out the Review and Appraisal scheme and staff development opportunities.
Knowledge and Experience Required
This is a technical role and as such you will need broad technical knowledge including, but not limited to, the following areas;
Microsoft Windows
Microsoft Azure
Office 365
Apple Devices
Vendor Management
To be successful in the role you need to possess the following soft skills and attributes:
A minimum of eight years working in the End User support space.
Previous experience of operating in a manager capacity.
ITSM service awareness, preferably IT Infrastructure library (ITIL) certification.
Knowledge and experience of IT Audits and Controls such as SOX & ISAE3402.*
Able to effectively manage vendor relationships.
Excellent technical and analytical troubleshooting skills.
Positive can-do attitude, be open and welcoming to change, be a self-starter and be self-motivated.
The ability to anticipate objections, builds on other people’s ideas, and improve service standards.
Strong communication skills, active listening, verbal and written communication skills.
Strong time management skills, adjusting workloads to rapidly changing priorities.
Cultural awareness and empathy with users.
Acceptance of ownership.
Patience and understanding.
Ability to work as part of a small but highly effective team.
Demonstrable commitment to quality, service and problem management.
Must be flexible and be able to work outside of the core working hours, where required.
This job description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. You may be required to perform other job-related duties as reasonably requested by your manager.
Pantheon is an Equal Opportunities employer.