About the Role

You will work closely with the Technical Manager, ensuring the combined support teams provide class leading support to ESP Groups varied customers via email, phone and site visits.

This varied and engaging role covers many disciplines, incorporating both technical and people management skills. A high understanding of and being directly involved in reviewing and implementing the ESP Groups systems, processes and reporting tools that is required in order to monitor and progress the combined support teams forward, in accordance with the ESP Groups end goals as agreed with the Senior Management Team.

The core of this role will include the responsibility of overseeing and co-ordinating the combined Support Desks day to day activities and department ensuring full cover is provided, at all times, ensuring customer SLA’s are met under the management of the Technical Manager.

This role also incorporates the management of the team from an HR perspective. Being involved in reporting and delivering a high level of staff performance by performing regular supervisions/appraisals, attending meetings and being the first point of contact for the teams HR queries/issues in accordance with the companies policies and processes.

Person Specification

Some of the personal skills we are looking for include: –

Excellent Managerial Skills
Experience in support of workgroup and domain machines
Experience in a support environment preferred
Good communications skills – written and verbal, both to internal stake holders and to external clients
A good team-playing mentality
An ability to work to tight deadlines and within constraints
Analytical and reporting skills essential
Excellent person management skills

Key Responsibilities

Act as Manager of the ESP Groups combined support teams, including but not limited to Digital Exchange, Web support and ESP tech Support
Ensure all IT Support services across the ESP Group are provided within clients SLA’s and lead times
Monitor the feedback stats from all Support teams, ensuring that support supervisors are following up on any poor feedback
Take accountability of the support teams resolving all technical issues and ensuring they have the resources to do so and being the first point of escalation of any issues that cannot be resolved before escalating further to the Technical Manager.
Ensuring KPI targets for all support teams are met and providing all necessary reports to the Technical Manager, This to include all major systems – Ticketing , Phone systems and RMM alerts.
Attend regular scheduled meetings with Clients to assess performance of solutions in place and strategic ways forward.
Manage the Support Desk Teams in their day to day activities ensuring such duties as performing routine maintenance and upgrades on both customer/clients system as well as our own internal systems are performed and completed in a timely manner.
Ensure that activities for the combined support teams are co-ordinated and consistence ensuring processes and policy’s are followed in accordance with guidelines.
In conjunction with the Technical Manager develop and review all relevant processes for the combined Support teams in conjunction with all company certification, policy and conform to all internal and legal requirements
Ensure all information such as updates on polices, processes and other company information is disseminated to all the members in the Support team and each team member understand their responsibilities within them.
Support the Support Supervisors to ensure internal technical guidance and training are available as necessary for members of their teams and personally record all changes in capabilities.
Identify any external training/guidance needs for the entire Support Team with Support from the Support Supervisors. Provide a full breakdown to the Technical Manager with applicable costs and providers etc.
Ensure that all Support team members, especially trainees are competent in their duties by assessing their training needs, preparing individual training plans and ensuring the completion internal learning/training in a timely manner (Mentor E-learning & individual learning plans)
Building and maintaining rotas, including cover for Saturday shifts and 24 hr on call for the support staff from the combined support teams for the ESP Group.
Acting as cover for the Support desk Supervisors and where needed Support desk engineers when annual leave/sickness or workload dictates.
Ensure that required Engineers are available for any emergency issues as required by client issues, including out of hours resolutions from the respective teams.
Under the management of the Technical Manager, monitor the performance of each Support Desk team member, ensuring they are competent in performing their day to day duties and responsibilities.
Ensure all HR administration of combined support teams is carried out within process and deadlines.
Performing regular supervisions/appraisals with each member of the team and ensuring they are supported in their roles and the companies duty of care is taken into account at all times.
Report any issues within the Support team that come under the heading of ‘Duty of Care’ to the Technical and HR Manager and attend any necessary meetings such as welfare and disciplinary meetings.
Accountability of ensuring adequate interview processes followed when hiring new staff the support teams.
Ensure all health & safety risk assessments and method statements are produced, performed and reviewed for all activities within the Support teams responsibilities and disseminated to all relevant team members.
Ensure all support team have all relevant uniform and tools which are appropriate for their role/duties.
Report any health & safety major issues to the Technical Manager.
Acting as key personnel from the support team for ensuring engagement within the team in developing all relevant aspects of the business.
May require overnight stays
While the above forms the core of the day to day role, additional activities maybe requested of you, and as a pro-active member of the company you would be expected to help in any reasonable request.