Full Time | Whiteley HQ

Background:

Specification:

As a Site IT Supervisor you will be responsible for ensuring IT support for a key customer and will ensure service is delivered efficiently and effectively in line with the companys standards. You will work with relevant departments and managers in order to maximise customer satisfaction and pre-empt issues. You will be responsible for looking after a small team of engineers and will be responsible for monitoring SLA’s and KPI’s. This is an excellent opportunity for someone to develop their career within the IT field.

Responsibilities:

  • Responsible for operational management of the onsite team and provision of second line technical support to the customer.
  • Develop team members to deliver exceptional service across the site.
  • Identify training needs and make appropriate recommendations.
  • Ensure one-to-one meetings conducted on regular basis with team members
  • Work with other departments to ensure business efficiency and profitability
  • Maintain quality service by monitoring and managing quality and customer service standards; collaborate with the account management team and other relevant departments to ensure service excellence is delivered
  • Ensure full and effective use of Tailor Made software throughout the site to manage, monitor and respond proactively to customer incidents.
  • Ensure customer is kept informed regarding on-going tickets and effective communication is delivered to the business.
  • Work on projects and deliverables as identified and approved
  • Work with 3rd parties to provide incident support through to resolution with customer specific applications.
  • Ensure that service delivery to customers across the Outsource site meets the standards required including achieving agreed and contracted SLA’s.

Skills:

Technical Skills (a mixture of the below skills would be ideal):

  • Remote monitoring systems
  • VMware, Citrix and Cisco support
  • Enterprise Storage Solutions e.g. NetApp
  • Windows Server 2008, 2012, 2016
  • Microsoft Exchange 2010, 2013, Office 365 Product Suite
  • Networking/Hosted Telephony

 

Technical Qualifications (any of these certifications would be advantageous but not essential for the role)

 

  • ITIL Foundation certified
  • Microsoft Certified Solutions Expert (MCSE)
  • Citrix Certified Administrator
  • CCNA Enterprise level WAN solutions and support
  • VMware certified professional
  • Hosting platfoms (e.g. Azure, AWS)

ACAS, Supervisory or Employment related training or qualifications

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