IT Site Support Manager

at  Computershare

LOCATION: BRISTOL, EDINBURGH

This is a hybrid position primarily based in one of our Bristol or Edinburgh offices. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires 3-4 days a week in the office for this role, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working

WE GIVE YOU A WORLD OF POTENTIAL

We are really excited to share a fantastic opportunity for an IT Site Support Manager to join our Site Support Team within Computershare Technology Services.
The IT Site Support Manager is responsible for the management, implementation, operation and maintenance of all technologies and services which are aligned to deliver a superior end-user experience.

Why would you choose this role when there are other similar roles in the market? Well, there are a few things that make this role stand out:

• Fast paced position with a variety of projects giving you exposure to different areas of the business.
• Part of a global team working on global projects giving you the opportunity to experience diverse cultures.
• Opportunity to travel between offices and interact with many different stakeholders.

As you will have responsibility for our workplace technology, a regular office presence is required, however there will be flexibility to work form home where possible.
Interested? Keep on reading to find out a bit more about what you will be doing, and the type of person that we are looking for.

Here are the key skills we are looking for:

• Strong project management skills/experience for effective project delivery within a global organization.
• Proven experience of identifying and delivering operational improvements within a technical support team.
• Extensive experience in the IT industry with a focus on end-user compute services, design, implementation and support.
• Strong verbal and written communication skills.
• Degree, Certificate or Diploma in IT, or a related disciplineGood Understanding of ITIL Framework and best practice

A ROLE YOU WILL LOVE

The IT Site Support Manager will lead all activities related to in-office, hand-on end-user support, including both onsite and remote support mechanisms where necessary.
You will also be expected to identify, drive and support service improvement strategies for the Site Support team, to not only ensure that we are delivering on our targets, but also drive a culture of continuous service improvement, with customer experience and service excellence being at the forefront of this role.

Key Responsibilities :

• Identify, drive and support service improvement strategies for the Site Support team, in line with our CTO Vision and objectives for the year.
• Manage and oversee the daily end user support operations across the UK and several offices in Continental Europe.
• Lead a team (currently 15 personnel), providing mentorship, guidance, and support to ensure optimal performance and professional development.
• Deputise for the Head of Site Support when required. Duties include but are not limited to: Managing of Site Support Team Leaders, Incident management support, escalations, resource management, recruitment.
• Continually monitor trends to ensure service expectations are met, using metrics & data, team feedback and recommend improvements.
• Planning, implementation, and support all hardware and software related to end-user services. This includes workstation and workplace technology, telephony and meeting room collaboration hardware.
• Planning, implementation and management of all end user lifecycle activities: Purchasing, Onboarding, Support, Offboarding, Decommission/Recycling of equipment.
• Planning and execution of IT projects, including upgrades, migrations and deployments.

WHAT WILL YOU BRING TO THE ROLE?

The role requires previous management experience delivering on big transformation projects preferably within a global company.

Here are the key skills we are looking for:

• Strong project management skills/experience for effective project delivery within a global organization.
• Proven experience of identifying and delivering operational improvements within a technical support team.
• Extensive experience in the IT industry with a focus on end-user compute services, design, implementation and support.
• Strong verbal and written communication skills.

• Degree, Certificate or Diploma in IT, or a related disciplineGood Understanding of ITIL Framework and best practice.

Why would you choose this role when there are other similar roles in the market? Well, there are a few things that make this role stand out:

• Fast paced position with a variety of projects giving you exposure to different areas of the business.
• Part of a global team working on global projects giving you the opportunity to experience diverse cultures.
• Opportunity to travel between offices and interact with many different stakeholders