IT Service Support Manager

We currently have an exciting opportunity for a dynamic and experienced individual to join a Service Delivery Team as IT Service Support Manager. You will join the team working 35 hours per week and in return you will receive a competitive salary of up to £38,638.79 per annum plus excellent benefits.

You will be working for the UK’s leading feline welfare charity with a nationwide network of adoption and homing centres, volunteer-run branches and charity shops. During 2020, despite all of the challenges, they helped 126,000 cats and kittens. That's the equivalent of around 345 cats a day!

The small yet busy Service Delivery Team consists of seven employees, sitting within the Digital Transformation strand. The team provide high levels of service availability and support throughout the organisation to employees and volunteers, seeking to proactively and collaboratively work with suppliers to resolve incidents, problems, or unsatisfactory performance to make sure the charity can continue to provide the best service to cats.

Responsibilities of the IT Service Support Manager:

As IT Service Support Manager, you will be responsible for monitoring the service delivery channels (human, digital, self-service, automated) and activities of the customer services function, collecting and recording performance data, and investigating causes of incidents and seeking resolutions. Escalating unresolved incidents, providing an effective interface between users and service providers supplying all necessary diagnostic information; you will ensure documentation of supported components is available and accessible to all who need to use it.

What we’re looking for in an IT Service Support Manager:

• Significant experience within service/ IT support, and conversant with the processes used to support the customer services function
• An understanding of internal or external customer’s needs and keeping these in mind when taking actions or making decisions.
• Ability to properly understand a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts
• Ability to be proactive by anticipating opportunities for systems, service or product improvement or development and taking appropriate action(s)
• Ability to convey a level of confidence and professionalism when engaging with stakeholders, influencing positively and persuading others to take a specific course of action when not in a position of authority

In Return:

• Salary of up to £38,638.79 per annum plus excellent benefits
• Generous annual leave entitlement
• Contribution pension scheme
• Life assurance scheme
• Range of health benefits
• Employee Assistance Programme
• and more

Join the team as an IT Service Support Manager and know you are helping to make a real difference to cats and kittens across the UK!

Unfortunately, we cannot accept applications or CVs that are emailed directly. Please note applications which are received after the closing date may not be responded to.

Closing date: 30 January 2022 - however we will be reviewing applications as they are received, so do apply early

Virtual Interview date: to be confirmed as required

Other roles you may have experience of could include: Technical Support Manager, IT Service Desk Engineer, ICT Manager, Database & IT Manager, Service Desk Manager, IT Support Desk Manager, IT Support Desk Team Leader, IT Support, Web Support, Business IT Support, IT Help Desk, IT Help Desk Manager, Service Desk Manager, IT Manager, etc.