applicant
IT Support Manager
at Mountain Warehouse London in London (Published at 23-11-2023)
Overview
Reporting into the Head of IT Support, we are looking for a talented IT Support manager to join our IT team. We have an exciting mix of skills and technologies and have been rapidly developing and expanding our systems. This is a great opportunity to implement and grow your experience in a strong IT support department as part of a busy and growing retail environment.
The right person will have at least 2 years’ experience in managing a team and have technical experience in ITSM – we use Jira Service management, Reporting and Power BI, CSI, MS Exchange, and technical experience in MS Office, Azure, Intune, O365, remote assistance, WAN and LAN networking. This is an updated role for someone highly organised who is looking to take on and mould our support function to better meet the business’s demands. This is a hybrid role and is split between London and Coventry but will be based out of the closest office.
What you’ll be doing
- Manage the IT Support team in day-to-day IT operations, request fulfilment and incident management
- Responsible for Major incident management
- Supporting communication between the team and end users and stores
- Responsible for tickets assigned to the Analyst and Engineer teams
- Configuration and support of ITSM system (Jira) for all service requests and incidents
- Provide clear reporting on team performance, SLAs, KPIs and trends to make effective recommendations to management using Power BI and other reporting tools
- Responsible for the analyst and engineer teams’ professional development, through holding regular monthly One-to-Ones and Annual Performance Reviews, ensuring purposeful and developmental conversations take place, and that all administration is documented to a high standard
- Adapting and growing the IT Support function to meet the needs of the organisation
- Establishing and maintaining relationships with colleagues and key vendors
- Maintain documents for procedures, KEDB and knowledgebase
- Point of contact for escalation on tickets from business colleagues or IT management
- Oversee quality of service provided to head office and stores
We’d love to meet someone with
- At least 2 years’ experience as a manager and at least 5 years in an IT environment
- Preferably ITIL v3/v4 Foundation qualified
- Excellent organisational skills and logical approach to problem solving
- Ideally GCSEs in Maths/Science/I.T. (Preferably A or AS –levels/ Degree Level) or equivalent
- Good Experience in Power BI and Jira Service management
- Experience in implementing and administering, AD, Azure, O365, EOL, Windows updates and managing Exchange
- Excellent communication skills, both written and spoken including customer relations experience up to C-Level
- Excellent team management skills
- Calm under pressure
- Experience working in a retail environment is desirable but not essential
