IT Customer Support Manager - B&CE

We are expanding our IT team…. Are you currently a Service Desk Manager responsible for delivering solutions to the business, and are looking for a new challenge? If yes, then our new IT Customer Support Manager role could be of interest. As a Customer Support Manager, you’ll be supporting the Head of Service delivery to deliver a 1st class service offering to internal customers.

In a word

Managing the Service Desk, Application Support and client Support teams to design, create and maintain IT services to support B&CE’s internal customers and group activities. Adhering to ITIL best practises, assist the Head of IT services to deliver, maintain and standardise B&CE’s IT hardware, software, telecommunications and networking capabilities. Create management reports, identifying trends that affect the performance of the service desk. Manage the teams’ workflows, resource and skillset to enhance the service desk offering. Ensure all systems and processes are standardised and in line with company security standards and procedures. 

Practically Speaking

Reporting to the Head of Service Delivery, you’ll be responsible for;

• Support the Head of Service delivery to deliver a 1^stclass service offering to internal customers 
• Apply and uphold a strong service delivery ethos ensuring that it surpasses the customers’ expectations 
• Manage the 1^st& 2^ndline Application Support, Client Support and Service desk teams to deliver a dove-tailed and consistent level of IT support to the business. 
• Regularly report on service desk performance including trending, resource and service issues 
• Create and maintain SLA’s including setting measurable KPI’s to support the business and its internal customers 
• Actively practise ITSM methodologies to provide additional value-added functionality to the service desk, advancing to Level 4 of the ITSM maturity model
• When appropriate, act as the @Incident Manager and be part of the @Major Incident team. 
• Maintain escalation procedures for important and urgent issues that may impact IT service availability to internal and external customers 
• Perform regular team briefings and workshops to adapt the IT service offering to support and enable the business’ needs 
• As a ‘Process Owner’ (an ITIL term for someone who is responsible for ensuring process are fit for purpose), you will develop and lead departmental operational procedures and guidelines, suggesting and implementing improvements where required within an ITIL framework. 
• Be an active member of the Change Advisory Board
• Possess excellent communication skills to ensure that all business stakeholders are kept informed of service and project updates 
• Communicate between all IT operational teams to continually deliver service excellence to B&CE staff
• Build effective working relationships with business users and chosen suppliers whilst keeping updated with latest technologies 
• Manage the accuracy, integrity and security of data being released form the IT department; ensuring compliance with Data Protection and company policy 
• Evokes creative and innovative thinking from team members while helping them to bring their ideas and career plans to fruition
• Ensure that all team members have relevant PDR objectives and development plans which match the technology department and IT Strategic objectives

Right for this role

You’ll enjoy working within a solutions-driven, people-focused organisation.

You’ll have a can-do attitude and work well both independently and as part of a team and be aligned with our values of Creating Simplicity, Keeping Promises and Showing Compassion.

• Degree educated (technical degree or equivalent)
• Customer support team management to ITS< standards and processes
• IT service management and delivery within a dynamic and fast-moving business 
• Worked closely with customers to define SLA’s and provide excellent working relationships
• Development of technical staff to achieve objectives and career progression 
• Management of service support team 
• Broad knowledge of service desk methodologies 
• Proven experience with dealing direct with customers, and providing a high level of service support 
• Excellent communication skills 
• Strong problem solving & analytical skills 
• Experience of driving change and improvements

B&CE is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at B&CE) equally, and enabling them to perform at their best and demonstrate what they have to offer.

We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best you.

The perks

Our people are our strength so finding ways to value and reward them is important to us. That’s why we offer an award-winning pension – it’s what we’re good at – plus health care cover, an onsite gym, access to a personal trainer… even the odd massage. And if they’re feeling peckish after all that activity, they can always refuel in our subsidised restaurant or grab some fruit – we get a big delivery every week. Discover more of B&CE’s employee benefits including our training programme, which is designed to give our people the support they need to develop a fulfilling career