Senior IT Manager

Role: Senior IT Manager

Contract: Fixed-Term Contract 6-12 Months

Salary: 60k+

Location: Birmingham

Do you have a proven track record of driving change and improving the delivery of services?

This public sector entity has an exciting opportunity for an enthusiastic, experienced and energetic Senior IT Manager to lead a team of highly skilled technicians in the infrastructure team, working within the IT Operations service.

In this role, using your proven understanding and deep knowledge of IT operations, you will be responsible for overseeing and managing all aspects of the company's IT infrastructure comprising datacentres, service desk, troubleshooting, servers, M365, and networks, providing essential and reliable IT service.

Key Responsibilities:

• To lead, inspire and motivate a diverse team of Service Desk Analysts; ensuring that they are adequately resourced, prepared, motivated, and utilised to help achieve key CTP business outcomes.
• To take responsibility for line management, recruitment and training, work that will include 1-2-1s, performance development reviews and general people management activities such as the organisation of annual leave, sickness, and performance.
• To work closely with colleagues and your line manager to ensure departmental processes are fit for purpose, the role will involve request fulfilment and incident, problem, change, event, knowledge, and major incident management, all in conjunction with ITIL best practice.
• To be responsible for resource planning, workload management and monitoring, customer service standards and associated quality assurance and metrics.
• To help identify Critical Success Factors (CSF's) and Key Performance Indicators (KPI's) that align to relevant Service Level Agreements (SLA's).
• To produce high quality reports, including detailed data and trends, based upon the CSF's and KPI's.

Personal and Professional Skills:

• Hold at least one-year experience in an IT Service Desk / IT Support role.
• Have a solid understanding of workflow management, and the ability to articulate the value of effective processes and procedures.
• Have a background in the management of critical success factors, key performance indicators and service level agreements.
• A working knowledge of service management software and tools, including their configuration and customisation.
• Have a strong customer service focus, excellent stakeholder relationship skills, experience of acting as an escalation point and a thorough understanding of what it takes to deliver an exceptional service to demanding customers.
• Experience of making continuous improvements and possess team-working, planning, organisational, multi-tasking and problem-solving skills.
• A background in coaching, developing, and training new staff members in either a customer service or IT discipline is essential.

Must have proven experience and ability to:

• Proven experience of driving change and improving the delivery of services.
• Experience working within an IT Support / Service Desk Team.
• Experience working as a team leader, duty manager or in a supervisor capacity.
• Resilience in managing a range of conflicting priorities, often at pace, can frequently be pressurised and priorities varied.
• Experience of analysing and interpreting complex queries to formulate and engage stakeholders on recommendations, decision-making, plans and activities.
• SC Security Clearance required.
• Worked to defined SLAs.
• Worked with a service management framework (ITIL)
• Basic working knowledge of Cisco VoIP and Video Conferencing systems
• ITIL V4 Foundation certified.
• Subject Matter Expert in Incident and Service Request Management
• Basic working knowledge of Continual Service Improvement

Benefits:

• Lucrative Pension Package
• Generous Holiday Package
• Extensive Benefits Package
• Vetting is required for this role, so a background check will be conducted!

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk