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IT Technical Support Manager
at Multiplex London in London (Published at 23-11-2023)
Who are Multiplex?
At Multiplex, we shape skylines across the globe. As a pioneering construction business, we build complex, iconic, and sustainable structures that stand the test of time and add to the economic, cultural and community life in the areas we operate. We have the boldness to take on projects others say can't be done. We have the entrepreneurial spirit to challenge preconceived ideas. We have the determination to unlock and deliver value where others cannot see it.
What is the overall job?
The IT Technical Support Manager is responsible for the technical support functional team (also known as End User Compute / Deskside) and associated processes, procedures and technologies adopted within Multiplex IT. The Technical Support Manager supports and manages a National team, supporting all users through the investigation and resolution of End User Computing hardware, application and software related issues, from level 1 through to level 3. You will work closely with other service functions within the IT organization, leading the Support team to resolve complex issues and deliver project objectives in line with the global IT strategy. The service delivery methodology employed within Multiplex IT is based on the Information Technology Information Library (ITIL) framework. Other key responsiblities include:
We are a construction company and we are all passionate about delivering exceptional projects that leave a positive and lasting legacy in the cities we build. Because we are passionate, we work hard, and our people are driven. Our Culture? We think we're friendly and our flat management structure means that you'll be just as likely to have a chat with our MD in the kitchen as with any of our other team members. We regularly have business wide socials so you can meet people across our projects, and we run plenty of clubs and events, so you'll never be short of things to do! Benefits of working at Multiplex include:
We offer flexibility in how our people work and value the ongoing development of all staff. We operate “Multiplex Flex” which is much more than working from home! We are open to conversations around flexible working needs for this role and will be more than happy to discuss this with you.
At Multiplex, we shape skylines across the globe. As a pioneering construction business, we build complex, iconic, and sustainable structures that stand the test of time and add to the economic, cultural and community life in the areas we operate. We have the boldness to take on projects others say can't be done. We have the entrepreneurial spirit to challenge preconceived ideas. We have the determination to unlock and deliver value where others cannot see it.
What is the overall job?
The IT Technical Support Manager is responsible for the technical support functional team (also known as End User Compute / Deskside) and associated processes, procedures and technologies adopted within Multiplex IT. The Technical Support Manager supports and manages a National team, supporting all users through the investigation and resolution of End User Computing hardware, application and software related issues, from level 1 through to level 3. You will work closely with other service functions within the IT organization, leading the Support team to resolve complex issues and deliver project objectives in line with the global IT strategy. The service delivery methodology employed within Multiplex IT is based on the Information Technology Information Library (ITIL) framework. Other key responsiblities include:
- Support project delivery and site setups and eensures high standards of service and data quality are upheld across the team.
- Global collaboration with functional and cross functional peer groups.
- Coordinate with vendors for hardware warranty repairs and gives feedback on replacements and upgrades when necessary
- Prioritise and manage multiple tasks and deadlines for self and team and to ensure that all service tickets meet service levels (SLAs) inline with IT processes
- Stakeholder management in conjunction with the Service Management function.
- Provide computing support to clients, responding to telephone calls, emails and personnel requests for technical support.
- Similar industry experience within an IT organisation.
- Excellent interpersonal skills to support both technical and non-technical users at all levels throughout the organisation.
- Good verbal and written communication skills required, especially the ability to listen and understand what is being described, with attention to detail in transcribing communications into the ticketing systems.
- Knowledgable in Windows and Apple operating systems (Windows 10; Apple OS X and higher)
- Highly knowledgeable on desktop, laptop, mobile devices (common smartphones and tablets), and supported vendor products and services. Troubleshooting client network connectivity issues, and configuration of networked printers.
- Knowledgeable in the configuration and troubleshooting of standard business software such as: Microsoft Office.
- Windows Active Directory at the desktop level as well as knowledge of permission groups.
We are a construction company and we are all passionate about delivering exceptional projects that leave a positive and lasting legacy in the cities we build. Because we are passionate, we work hard, and our people are driven. Our Culture? We think we're friendly and our flat management structure means that you'll be just as likely to have a chat with our MD in the kitchen as with any of our other team members. We regularly have business wide socials so you can meet people across our projects, and we run plenty of clubs and events, so you'll never be short of things to do! Benefits of working at Multiplex include:
- Discretionary annual bonus, 8% company contribution pension, 25 days annual leave
- Single private medical cover, employee assistance program, virtual GP service
- Several flexible benefits from season ticket loans, discounted gym memberships to a cycle to work scheme.
We offer flexibility in how our people work and value the ongoing development of all staff. We operate “Multiplex Flex” which is much more than working from home! We are open to conversations around flexible working needs for this role and will be more than happy to discuss this with you.
