DISCRETIONARY BONUS | TRAINING & DEVELOPMENT OPPORTUNITIES | GENEROUS HOLIDAY ALLOWANCE
Our client, a large service provider within Cornwall, Devon, Somerset and Dorset, are looking to recruit a 2nd Line IT Support Supervisor, an integral role within the Service Delivery team. Reporting to the IT Customer Support Manager, you will be accountable for managing a team of skilled IT 2nd Line Support analysts to deliver a high-quality, technically robust, resilient, responsive and secure group-wide IT Support service, providing customer-focused support, guidance and technical solutions for our 3,000 work colleagues and partners to ensure delivery of IT Services and Strategic goals
2nd Line IT Support Supervisor Responsibilities:
- Coordinate the provisioning of 2nd line IT support services across the Group business, ensuring Incidents and Service Requests are resolved in accordance with agreed Service levels
- Assume responsibility of Service Request Management processes, focussing on methods to drive standardisation to improve performance for the overall service quality and efficiency
- Oversee the coordination of ordering components for requested standard services and manage IT hardware stock in compliance with audit requirements
- Conduct daily operational huddles with the 2nd Line Support Analysts to ensure the timely resolution of the team’s activities, reporting status to the IT Customer Support Manager and acting as an escalation point for advanced or difficult Incidents and Service Requests
2nd Line IT Support Supervisor Requirements:
- You will have proven experience in a similar role managing a team of analysts to deliver effective 2nd line support in a customer focussed, service level environment
- Extensive IT 2nd/3rd online support working experience, delivering diverse corporate and operational IT services in a medium/large organisation
- Experience of working within an environment using the ITIL framework
- problem-solving and analytical skills
- Ability to manage multiple high-priority tasks
Company Benefits:
We know that the support and commitment of our staff is key to our success so you will receive the opportunity for ongoing development and training for a long-term career with us. We’re one of the largest companies in the South West and are proud to have been awarded Investors in People recognition. In return, we will offer an excellent range of benefits including:
- Generous holiday allowance plus bank holidays
- A discretionary Bonus
- Competitive Contributory Pension
- Access to the Company Sharesave Scheme
- Various health benefits
- And more!
If you feel you have the right experience and attributes, please send us your application.
Recruitment Consultant: Linsey Skinner
REF: 9045