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We have an exciting opportunity for an Education Service Delivery Manager to join our well-established client.
MFK Recruitment has successfully recruited 41 IT Professionals for this well-established company in the past 5 years, 30 are still with the company too! Extremely ambitious company and they’re very interested in having individuals join their team, who are keen to progress and succeed.
On average, the successful candidate will be working from home 1-2 days a week. The Service Delivery Manager needs to own their own vehicle as there will be some travel - mainly around East London and occasional trips outside of the M25.
About the role:
The Education Service Delivery Manager will be the primary manager and escalation point for Education customers and sites, you will manage Helpdesk Engineers, and work closely with other SDM’s, Onsite Education Engineer teams and Account Managers to meet customer requirements efficiently and strive to resolve customer issues by delivering the right solutions first time, on time, every time.
Education Service Delivery Manager - Main responsibilities:
- Primary escalation point for education engineer teams and ESDMs
- Responsible for direct management of Helpdesk Engineers including; identification of skills gaps, creation of skills matricies, development and implementation of training program at both individual and team level, tangible reporting to show a service improvement link between program and individual performance
- Responsible for performance management of the team, regular score check-in’s, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans and where necessary managing disciplinary reviews, reviews including performance grading and salary recommendations
- Primary technical support advisory to the service manager on all service related incidents and problems
- Primary responsibility for taking over major impacting service incidents, owning the investigation, diagnosis, identification of root cause and rollout of mitigating actions to permanently fix the underlying issue
- Provide level 1,2 and 3 server, network and desktop technical support, diagnosing customer issues and providing a high level of first time fix
- Incident and problem management - taking over from 1st or 2nd line engineers where escalation is required
Education Service Delivery Manager - Qualifications & Knowledge:
- 2 years’ experience as a senior engineer supporting schools or colleges with previous experience at other levels
- 6+ months’ experience as a network manager / technical lead at a school or college
- Experience in managing or supporting projects
- Experience of working in a customer-facing role
- Supporting multi-site clients
Education Service Delivery Manager - Skills & Experience:
- Intermediate level of knowledge and use of Microsoft Office applications
- All MS Windows server platforms
- All MS Windows desktop platforms
- PC/Server hardware - upgrade, both hardware and firmware, RAID configurations, iLO
- Active Directory - configures sites and services, resolve issues
- Group policies - create, breakdown, and troubleshoot issues
- Firewalls, routers & VPN’s - install, configure and troubleshoot
- Office 365 - create accounts, breakdown, troubleshoot issues, AD sync etc
- Microsoft Hyper v / VM Ware - basic skills
- Veeam - setup, implement and troubleshoot local and datacentre-based backups
- Switches - install and configure, setup VLAN’s, tagging, breakdown, troubleshoot issues
Welcoming applications from candidates who have experience working within the Education sector - ideally as a Network Manager / IT Manager / Technical Lead / Senior Engineer
