International IT Support Manager

Role and Responsibilities

(this is a broad but not an exhaustive list)

1. Overseeing the delivery of first-class IT support to the international offices
2. Ensuring team is focused on providing the highest standards of customer service in a professional, efficient and knowledgeable manner
3. Take ownership with service-related escalations and enquiries from the international offices
4. Build relationships with key stakeholders in IT and across the business
5. Work closely with the International Partner to ensure international business requirements are recognised
6. Hold regular Service Review meetings to gather feedback and ensure their needs and challenges are identified. Report on findings to Management and drive forward change to alleviate frustrations and improve customer experience
7. Understanding the evolving needs of an office and implement change to ensure these needs are met
8. Devise and implement service improvement plans as required to ensure a consistently high level of support is provided across all international offices
9. Ensure all tickets escalated to Technical Operations are co-ordinated and managed effectively
10. Regularly liaising with Technical Operations teams to highlight trends and drive forward change to reduce reoccurring incidents
11. Engage with the out-of-hours service provider to improve their knowledge of all offices in order to improve the level of support provided
12. Identify and implement efficiencies in resource planning and coverage across the international support team
13. Work closely with the Customer Experience Business Partner to promote IT initiatives and change
14. Ensuring procedures and best practices are followed
15. Managing the day-to-day needs of team members including training and development
16. Frequent travel to all international offices and London
17. Building and maintaining a network of reliable third-party suppliers in each region
18. Working closely with the Procurement team to ensure correct procedures are followed for supplier and contract management
19. Communicate and co-ordinate IT projects to the international customer base
20. Report on trends and SLAs
21. Implementing change in line with the business and IT strategy

Qualifications and Experience

• Proven track record of successfully managing a team and delivering outstanding IT services

• Excellent written and verbal communication skills

Person Specification

1. Self-motivated and pro-active
2. Personable and enthusiastic
3. Empathetic and excellent communicator who will always put the customers first
4. Strong critical thinking skills
5. Forward thinking
6. Excellent interpersonal and communication skills
7. Ability to engage with those from both technical and non-technical backgrounds via different channels