End User Support Manager Full Time

About the Job:

Leading a small team of engineers, you will ensure timely, technical support provision to end users. With a passion for customer service
excellence you will manage service delivery to agreed service level targets, seeking to continually improve and drive up resolution rates and
increase positive feedback. You will be familiar with the latest remote support technologies and will work with the Service Desk to support both
channel shift and ‘shift left’ through knowledge sharing and automation. You will also support the wider customer base in the awareness and
adoption of existing technologies and in the take-up and take-on of new technologies as they are rolled out.

This is what we need you to do…

Drafts and maintains procedures and documentation for remote support.
Ensures that all requests for support are dealt with according to set standards and procedures.
Monitors and manages call volumes to ensure SLA achievement for incidents, requests, and problems.
Manages resource to meet demand
Manages the team on a day-to-day basis, allocating responsibilities and work, and delegating responsibilities as appropriate.
Manages internal team escalations, providing support with complex issues or requests.
Acts as a single point of contact for customer escalations, requests for preferred service, and complex questions.
Sets performance targets, and monitors progress against agreed quality and performance criteria.
Proactively works to ensure effective working relationships within the team and with those whom the team interacts with.
Provides support and guidance as required, in line with individuals’ abilities

The ideal candidate will have…Experience

Experience of working as End User Manager or Team Leader
Effective management of staff and teams
Experience of ITSM tool sets
Rational & calm under pressure
Experience of working in a customer facing environment
Explaining technical issues to non technical customers
Demonstrable understanding and familiarity with concepts surrounding quality of service, service level management and service delivery.

Behavioural attributes

Demonstrates Gloucestershire Leader Behaviours.
Able to maintain focus on the task in hand and drive issues through
Confident, enthusiastic and self-motivated
Able to balance competing demands effectively
Contributes positively to organisational change
Committed to working as part of a team
Customer focused

Knowledge, Skills:

Excellent stakeholder management skills
Ability to deal with customer escalations, service issues and complaints.
Strong leadership skills
Problem solving
Ability to manage multiple and sometimes conflicting priorities
Knowledge of the ITIL framework (or equivalent), the IT support lifecycle, associated methodologies and their practical application.

Education and Qualifications

Essential
? ITIL Foundation
? Degree or equivalent qualification