IT Support Manager

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To provide our customers, both internal and external, with outstanding service and support. Putting knowledge, communication skills and learning into practice to ensure our technology and services are available and performing to the required standard for the business.

By leading and managing the Service Desk Team, the IT Support Manager will be ultimately responsible for the satisfactory resolution of incidents and service requests from our customers.

They will work closely with colleagues, field teams and clients to continuously improve the IT Service Management function to help fine-tune the service we deliver to the business.

Principal accountability areas

• Our business prides itself on innovation and is heavily reliant on software applications, so this role is key in ensuring continuity of service and the continued growth of the business.
• Lead, coach, and mentor a team of service desk analysts and technicians to provide excellent customer service. Manage the teams rota, training and career development.
• Ensure the delivery of high-quality IT support services to our colleagues, field teams and clients, meeting or exceeding service level agreements (SLAs).
• Develop and maintain IT support processes and procedures, driving continuous improvement in efficiency and effectiveness in line with best practice (ITIL).
• Develop and implement IT support policies, procedures, and standards to ensure consistency and quality of service.
• Foster a positive and collaborative team environment that encourages innovation, accountability, and continuous improvement.
• Monitor, develop and report on team performance, including KPIs and metrics, trends and insights to senior management.
• Escalation point for major incidents and customer complaints.
• Responsible for the adoption and support of the new application and functionality to the rest of the IT Team.
• Accurately manage, control and optimize IT assets through their lifecycle. Developing and implementing asset management policies and maintaining vendor relationships.
• Accurately monitor IT asset budget for budgeting and reporting purposes.

The role holder will be supported by a Service desk that operates on a 10-hour, 5-day-a-week basis, however, there may be some need to cover in exceptional circumstances. The person in this role needs to be able to both think tactically and also deliver a robust IT service.

The role holder must be willing to travel to all GC locations, including field sites. This is predominantly office based role working from our HQ in Billericay with some flexibility WFH.

The role holder will be expected to provide standby out-of-hours support on a rota.

Skills, Experience & Qualifications

• Demonstrable experience in managing IT support teams in an environment of the same scale and complexity as Ground Control with the ability to drive continual improvement of service efficiency.

• Excellent communication skills with the ability to coach and mentor team members.

• Demonstrable experience with effective application troubleshooting skills (web, thick client, mobile, API, SAAS).

• Demonstrable knowledge of IT Service Management frameworks (ITIL, COBIT).

• Proven skills developing and maintaining reporting dashboards.

• Demonstrable experience in effectively communicating with a range of stakeholders including Executive Leadership, business stakeholders and IT teams.

• Experience operating in high growth, changing environments demonstrating adaptability and resilience deal with ambiguity and technical complexity.

• Working knowledge of Mircosoft Azure, Active Directory, Exchange, and Office 365.

Desirable

• Demonstratable experience with Power BI/App

What we offer:

At Ground Control we believe in creating an inspirational environment , and rewarding our employees for their hard work. We offer a wide-ranging benefits program , supporting you to realise your full potential, and are proud to be recognised as a great place to work:

Awards, Accolades and Culture

• We have been awarded `world-class` status for employee engagement in the 2023 best companies results, ranking at #16 in the ` Top 100 Large Companies to Work For ` league table.

• Certified B-Corp Accredited , Ground Control has been certified by B Lab, the not-for-profit behind the B Corp movement, as having met rigorous social and environmental standards which represent its commitment to sustainable goals ahead of profit.

• We inclusively support ` The Race at Work Charter `, ` Ban the Box `, ` The Armed Forces Covenant ` and are ` Disability Confident '

• We invest 5% of our profits into the Evergreen Fund , an investment fund dedicated to sustainability and environmental initiatives.
• By 2025 we have committed to planting 1,000,000 trees, having a fully electric fleet, and working towards achieving carbon net zero after becoming carbon neutral in 2020.

• 2 personal choice volunteering days with your fundraising efforts matched up to £500!

Perks and Benefits

• Free gym access if you are Head Office based or subsidised national gym memberships if you are based elsewhere.

• Nursery Vouchers, Cycle to work scheme and Travel loans

• Medigold employee support, Free Flu Jabs, online private GP service and a premium subscription to Calm, the wellbeing app

• A supportive, entrepreneurial working environment that fosters collaboration.

• Training, development, coaching and mentoring plans including our GC Leadership Academy, job specific accreditations and higher education opportunities

• Hybrid working opportunities with time in the office including breakfast Mondays and dog friendly Fridays.

• Financial benefits include yearly bonus scheme, access to Wagestream and employee share options

How we work:

We put people at the centre of everything we do.
Everyone is welcome. We`re embracing a culture where difference is valued. Your uniqueness will be celebrated. We believe diversity grows innovation, and innovation creates initiative. Together we`ll succeed in caring for each other, caring for our communities and caring for our Environment. Together, we`re stronger.

#INDHP

Agency Notice

Ground Control does not accept unsolicited agency resumes/ CV`s

Please do not forward resumes / CV`s to our job alias, employees, or any other company location.

Ground Control is not responsible for any fees related to unsolicited resumes.

Please contact the Talent Team for additional details