IT 2nd Line & Remote Support Manager [NEW]

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As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment, we are looking to recruit a IT 2nd Line & Remote Support Manager on a full-time, permanent basis based at our Head Office in Birmingham.

As the IT 2nd Line & Remote Support Manager, you will provide advanced support for faults and requests that the Service Desk/1st line support team cannot resolve. You will investigate security and access incidents, maintain the security of our estate, and deliver excellent customer service to our users. Your role will involve working closely with the wider IT team and other departments to ensure prompt and reliable IT services.

Travel between all sites, including station, depots and company sites will be expected although the role will be based at company HQ in the Birmingham area.

The post holder will be required to participate in the IT On-call rota (2nd Line)

What does the role involve?

• Efficiently record, investigate, and resolve faults and fulfil requests reported to the IT Service Desk.
• Install, modify, and control IT equipment and services under the instruction of the IT Operations Manager.
• Escalate issues to other IT team members for more in-depth troubleshooting.
• Liaise with partners and third-party suppliers to ensure faults are resolved within Service Level Agreements.
• Review and update knowledgebase articles regularly.
• Assist in delivering software updates to IT assets.
• Support projects into service, including testing, training, and documentation.
• Manage external suppliers to ensure timely delivery of works and equipment.
• Organize, log, and monitor hardware maintenance calls.
• Participate in the IT On-call rota (2nd Line) to ensure 24/7 provision of on-call support.

What skills and experience do I need to do the job?

• ITIL Foundation qualification.
• Previous experience in first or second line support roles for a large customer base.
• Excellent customer service skills.
• Experience with Microsoft technologies, including cloud-based services like Microsoft 365.
• Knowledge of Active Directory and Azure Active Directory.
• Experience in supporting and troubleshooting Windows & Android Operating Systems.
• Understanding of virtualization and local area networking technologies.
• Excellent problem-solving and troubleshooting skills.
• UK Driving License

What are the salary and benefits?

• Up to £45,000 depending on experience
• Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children
• Pension - one of the best schemes available
• 75% off all other train company travel tickets
• Retail discounts
• Career development opportunities

Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.