End-User Service Support Manager

End-User Service Support Manager

£(phone number removed) salary, with excellent benefits

Hybrid (on site in Bristol 1-2 days/week)

Our client is on an exciting journey. As part of this journey, they are looking for someone to manage their End-User Services Support function that provides 1st and 2nd line support to employees across the organisation.

The role holder will provide overarching leadership of the function, which provide customer-facing support services at both the 1st and 2nd line levels across technologies including audio-visual, unified communications, and desktop services. This support extends to remote assistance, onsite support, and proactive services across the various Bristol locations. The role is instrumental in driving change, building maturity, influencing adoption, optimising customer centric service excellence, and ensuring the delivery of high-quality IT services.

Responsibilities include:
• Provide operational leadership and direction to the End-User Service Support function, developing and successfully communicating the function’s strategy, vision, and roadmap to stakeholders across IT Services in collaboration with the Digital Services Manager.
• Oversee the leadership of a diverse team responsible for providing support across the
organisation and addressing customer needs through various access points, including the IT Counter, onsite support, specialist areas, teaching and meeting spaces.
• Drive performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and other metrics to measure the success and efficiency across the teams, supported by reports and dashboards to communicate performance and improvements to various parties.
• Provide leadership and direction to the team including recruitment, appraisal, development and performance of staff, ensuring they have the skills, knowledge, behaviours and experience to be productive in their role and reach their full potential.
• Encourage a ‘shift left’ philosophy throughout the function, emphasising proactive problem solving and early intervention strategies, monitoring and assessing the effects of this approach on service delivery and customer satisfaction.
• Build and maintain strong relationships with managers across Digital Services and drive a ‘one team’ approach to service delivery, aligning delivery approaches to ensure the shared resource functionality is responding to demand efficiently and effectively to drive positive outcomes for the customer.
• Build strong relationships with key stakeholders across the organisation and ensure that the support provided is meeting the needs of the customer.
• Implement and maintain best practices and processes to streamline operations, improving the end-to-end customer experience and develop a service offering that complies with IT security policies and procedures, including data protection legislation.
• Manage team resources to provide adequate support for end-users, developing plans to cope with peaks and troughs of workload over the year and dynamically adapting to respond to customer demands to ensure timely resolution of complex technical problems.
• Ensure the team maintain and update documentation of IT processes, procedures, and knowledge articles to facilitate efficient issue resolution and promote knowledge sharing among team members to enhance problem-solving capabilities.
• Identify opportunities for continuing personal development, proactively remaining up to date with the latest advancements in digital technology and industry best practices.
• The role holder may be required to perform some on-call/standby duties in the course of performing the role.