IT Service Manager - Academy in Hayes, Middlesex - to £35,000

[shaunconnor]

Colwyn Technologies (part of the Flywheel IT Services Group) whose mission is to provide effective response to customer requests for IT support in schools, ensuring that their needs and priorities are met.

Colwyn Technologies Service Managers are responsible for the front-line interface to all our customers for providing the best possible support and fault diagnosis. They will typically lead the local support team to maintain, administer and update a busy helpdesk system, provide hands on technical support and act as the single point of contact for the customer to the wider team and group

Service Managers can support several customers over a geographical dispersed area, prioritising

customer requests and managing their incidents to resolution. However, the primary duties of this role are for an academy in Hayes, Middlesex and thus the role is based on their sites

 

Responsibilities

• Provision of technical support & ongoing administration of platform, comprising network

connectivity (LAN & WAN), Active Directory, Email system, Virtualisation and Virtual

Desktop Infrastructure solutions (e.g. Citrix/Windows Remote App) and online platforms

(Office 365 and/or G-Suite) in line with the customer contract.

• Proactively manage and engage in patch management for production systems and third

party products

• Provide technical operational support & administration of internal IT infrastructure, with a

specific focus on the development, delivery & deployment of standardised policies &

procedures (areas similar to those listed above).

• When necessary, liaise with the senior technical support and Sales team, as per the Client

requirements.

• Engagement with 3rd party suppliers as & where necessary, with adherence to relevant

Service Level Agreements in order to ensure agreed targets and standards are met.

• Accurately log and document all calls received ensuring the correct priority and

update/resolution route is assigned. Ensure key information for problem resolution is

captured at all times.

• Accurately manage site assets, recording and disposal of WEEE waste in line with

customer policies

• Manage and administer software licenses according to license agreements

• Follow Colwyn Technologies processes and procedures as defined to successful case/task

conclusion. Communicating with the customer to a satisfactory conclusion

• Prioritise workload and advance technical problems where appropriate to next highest

level of expertise.

• When required, for example in the case of an MI, an action plan will be required with a

detailed MI report, ensuring that options, risks, workarounds are clearly presented and

timely executed until final resolution. Identify and analyse customer issue/fault trends and

provide proactive recommendations as necessary.

• Complete daily/weekly checks and provide reports in a timely manner

• Maintain an up-to-date documentation portal

• Decide what and when to escalate to your manager, in line with company structure and policies

• Provide responsive technical assistance to customer requests for support.

• Utilise analytical troubleshooting techniques when diagnosing customer issues.

• Communicate effectively with customers on any issues/questions/concerns as necessary.

• Communicate with other technical support groups, other parts of the Colwyn family,

resellers/vendors/operators as required to resolve or assist in resolving customer

problems that are outside of skill set.

• Meet demanding contracted SLAs for customer problems according to service support.

• Develop and maintain an awareness of current and new technology.

• Work effectively as a member of the team and on own intuitive.

• Effectively manage, against reviewed priorities, personal list of outstanding customer

queries.

• Actively work to meet or exceed operational goals.

• Assist with mentoring of new and/or less experienced staff as required.

• Actively supports and drive group meetings to achieve targets and goals.

• Manage and implements projects within agreed timescales and scope.

• Understands and articulates Colwyn Technologies’ goals and business aims.

• Develops, maintains and delivers Transfer of Information to staff where required.

• Makes decisions on customer management and escalation without the need for micromanagement.

• Priorities and manages team workload as required.

• Generates and/or recognises creative solutions in work related situations.

• Ensures supported sites are GDPR compliant and actively engages with data officers

• Occasional out of hours work required as business needs change

• Work hours as agreed by the group and/or Colwyn Technologies’ management team.

• Support other duties/projects as assigned by group management

 

Link to apply below (you may have to cut and paste the link in to your browser)

 

https://flywheel.peoplehr.net/Pages/JobBoard/Opening.aspx?v=0d783daf-b8db-480a-a5b7-978fb72c50a8

 

**APPROVED**

Edited January 6, 2022 by Dos_Box