Senior Manager IT Support Services

Job description / Role

Division Department: IT Support Center/ Group IT
Industry: Banking
Reports to: Group Head of Technology, Financial Services, IT
Positions the report into this position: 2
Total number of employees accountable for: 6
Geographic breadth of responsibilities: Group

The IT Services Manager is responsible for the management of the ITSC and its staff, overseeing the provision of end user services, including helpdesk and technical support services. In addition to this the IT Services Manager is responsible for conducting weekly change management meetings as the Change Advisory Board Manager

Key objectives:
- Resolve problems quickly and effectively
- Ensure resources are prioritized to resolve problems in the most appropriate order based upon business need
- Proactively identify and resolve problems and known errors thereby minimizing incident occurrences.
- Communicate problem and problem resolution throughout the group
- Provide management reports

Principal Responsibilities:
- To manage ITSC service personnel and provide escalation for problem resolution.
- Provide leadership and direction for allocated staff, developing a cohesive and effective team.
- Appraise and manage performance of staff and input to appraisals of others where appropriate.
- Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.
- Major Incident Management and GORC escalation.
- SLA and Service Level Management of Group IT Services.
- Provide management reporting and system information.
- Develop and manage standard hardware desktop models.
- Change Management
- Creating a service culture within the ITSC.
- Working with other SMFs to ensure the availability and continuity of the service desk function.
- Planning the take-on of new services and workloads.
- Defining and implementing new or improved working practices.
- Representing customer issues within the support organization.
- Listening and responding to instances of dissatisfaction.
- Liaising with customers and service level managers where service targets have not been meet..

Key Work Related Contacts:
- Bank Group Users - Incident recording & control. Classification, acceptance & tracking of incident tickets logged to the IT Support Center
- Other internal IT Staff/Resolution Groups - Escalation of incidents/service requests
- External Product & Hardware Vendors - Problem reporting, warranty support of applications or hardware covered by service agreements

Requirements

- BS in Computer Science
- Minimum 4 years progressive management experience in Help Desk based position.
- Supervisory experience with strong technical background in PC support and troubleshooting skills.
- Strong knowledge of PC operating systems, e.g., Windows, and knowledge of networking practices required.
- Good knowledge of best practice frameworks in IT Service Desk industry, i.e. ITIL, etc.
- 3-5 years managerial experience.

About the Company

Building businesses, changing lives

At Tandem, we’ve built a vast network of top-tier professionals across the globe. We empower businesses to thrive by delivering unmatched talent solutions. With our global reach, collaborative approach, and unwavering commitment to excellence, we drive transformative growth and shape exceptional teams.

Who we are.

We are a team of industry experts, driven by a passion for innovation and excellence. We are dedicated to providing unique talent solutions and nurturing collaborative partnerships that redefine success.