IT Support Operations Manager

About this role

Job Title

IT Support Operations Manager

Job Summary

The IT Support Operations Manager will manage and maintain the main aspects of IT support and operations within the business. The role will also manage the Technical Support function and ensure that systems, equipment and IT services are operating effectively.

• Managing the IT Service Desk and Technical Support team
• Maintaining technical support coverage
• Managing the Service Desk queue and ensuring tickets meet agreed SLAs
• Maintaining internal systems and ensuring they are running correctly
• Internal server management
• Active Directory and Microsoft 365 management
• Websites and online IT management
• IT inventory and asset management
• IT costs, licensing and supplier costs
• Researching new technologies and strategies

The role of the IT Support Operations Manager is important within the business as many of our core operations rely on IT systems, including:

• Taxi dispatch systems
• Microsoft 365 and email systems
• Active Directory and sign-on services
• Third-party software
• Telephone and communication systems

This role requires an in-depth knowledge of the business and its IT systems. The IT Support Operations Manager will ensure that the Technical Support team provides a high standard of support to staff, drivers and other users.

The IT Support Operations Manager is responsible for ensuring business-critical systems are monitored and operating correctly. Any downtime must be logged, investigated and escalated where required.

The role is also responsible for managing the IT Service Desk queue, ensuring tickets are correctly prioritised, assigned and completed within the agreed SLA. Overdue tickets and major incidents must be identified and escalated appropriately.

The IT Support Operations Manager will also maintain accurate records of IT costs and company IT inventory.

This role is an essential part of DG and its success and requires an understanding of our vision and values so they can be used proactively to continuously improve our quality of service.

Job Purpose

The role is going to help us achieve our long-term 2800 goals by:

• Expanding and improving our IT services
• Making sure appropriate security is in place across IT systems
• Making sure IT systems are running correctly
• Keeping our drivers on the move
• Making sure the Technical Support team is assisting staff effectively
• Managing the IT Service Desk and ensuring tickets meet agreed SLAs
• Managing and taking ownership of operational IT systems
• Testing applications and making sure they are working correctly
• Managing the connection between Service Desk issues and Development projects
• Maintaining a high level of communication between Technical Support and Development
• Making sure knowledge bases are created and correctly maintained
• Helping grow the team by identifying areas requiring additional resources
• Monitoring systems and resources to minimise downtime
• Assisting with customer technical support tickets
• Maintaining accurate IT inventory records
• Maintaining accurate records of IT costs and expenditure

Responsibilities

Keeping Systems Online

• To make sure all system processes are followed and business-critical systems are monitored and maintained.
• Any downtime must be logged and investigated, with appropriate action taken to prevent recurring issues.
• To make sure telephone numbers and other critical communication services are actively working.

Service Desk

• Manage the IT Service Desk queue and make sure all tickets are correctly prioritised, assigned and progressed.
• Make sure tickets are completed within the agreed SLA and that tickets approaching or exceeding SLA are appropriately escalated.
• Make sure the Technical Support team provides regular updates on outstanding tickets and that major or recurring issues are identified and investigated.

IT Costings

• Maintain an accurate record of IT costs including software licences, subscriptions, hardware, suppliers, telephone services and other IT expenditure.
• Regularly review IT costs and identify unnecessary expenditure, unused licences or opportunities to reduce costs.
• Make sure recurring costs and renewal dates are recorded and kept up to date.

Inventory Management

• Maintain an accurate and up-to-date inventory of company IT equipment.
• Make sure equipment is correctly recorded when purchased, issued, returned, replaced or disposed of.
• Inventory records should include relevant information such as the equipment type, serial number, assigned user, location and current status.
• Regular checks should be completed to make sure inventory records remain accurate.

Testing

• Test plans provided by the SQA Engineer are to be completed to make sure systems and applications are fully working.
• Any issues identified should be recorded and communicated to the relevant Development team or third-party provider.
• To split time appropriately between Service Desk management, systems, Technical Support and IT projects. This ensures that daily operational requirements and project deadlines are met.

Communication

• Make sure all major IT issues are communicated to relevant staff and that appropriate updates are provided during major incidents.
• Provide regular updates covering IT tasks, projects and any significant issues raised by the Technical Support team, Development team or third-party software providers.
• Make sure the Technical Support team is providing up-to-date Confluence articles and maintaining appropriate technical documentation.
• Make sure staff are supported in using company software to its full capability.

Technical Support Team

• Manage the Technical Support team and make sure workloads and priorities are appropriately managed.
• Monitor Service Desk and SLA performance and provide support with escalated technical issues.
• Identify training, documentation and resource requirements to continuously improve the Technical Support function.

Projects

• To make sure tasks issued on the IT project board are executed and to lead IT projects in line with the company's vision and goals.
• To lead new IT projects where required and work with Development, Technical Support and other departments to ensure projects are completed successfully.

How is the role going to help us achieve our long-term 2800 goals?

• Ensure we provide the best possible customer experience through IT services
• Support the growth of the active fleet and keep drivers operational
• Improve Service Desk performance and ensure support requests are handled within SLA
• Maintain reliable and effective IT systems
• Maintain control and visibility of IT costs
• Maintain accurate records of company IT equipment and assets
• Highlight areas of growth, opportunity and concern and identify appropriate solutions
• Create more opportunities and roles through the growth and expansion of the Technical Support team
• Ensure the IT Support operation can effectively support the continued growth of the business

Pay: £30,000.00-£42,500.00 per year

Work Location: In person

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