Technical Support Manager

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

THE OPPORTUNITY:

Title: Technical Support Manager

Location: UK, 100% remote

Full time, permanent role

SC requirements: Must have UK passport, be UK based for more than 5 consecutive years and able to obtain SC security clearance

Job summary:

We are looking for a Technical Support Manager, responsible for a variety of managerial, technical, and analytical duties in the operation of enterprise, client/server, and desktop computer systems and networks.

This role requires an experienced IT professional with a proven record of accomplishment to support this fast-paced and high volume environment. Reporting to the Sr IT Manager for Global DS Service Operations, this individual will be accountable for ensuring resource commitments and project deliverables are met and communicated in a timely manner.

Will provide technical solutions in a highly visible, large enterprise environment.

You will combine technical proficiency with strong problem-solving skills, attention to detail, and a commitment to ensuring the reliability, performance, and security of our application/infrastructure.

MUST hold UK Government SC Clearance.

Your role in our mission:

• Must understand Kofax architecture and be able to design setup or fix Kofax applications/workflows within Protected B environments such as HMPO, GRO, HMRC etc.

• Daily maintenance activities to ensure all IT operations run smoothly.

• Manage New site build (standalone or Remote sites) to meet project demand.

• Lead, motivate and train system engineering teams, toward project success.

• Work to improve existing standard processes and develop comprehensive controls to monitor productivity, quality, and SLA adherence based on industry proven best practices.

• Responsible for proper escalation of issues and off-hour on-call support (Monthly rotation).

• Ensure constant systems/solution availability to meet project SLA’s.

• Great project management skills, including organization, planning, time management and prioritization.

• Organize and manage workflow environments with cross-functional teams.

• Lead conference calls and meetings as needed for projects in an organized manner.

• Troubleshoot and solve complex technical issues collaborating with devops/implementation and infra teams.

• Willingness to work with numerous deadlines on a wide variety of initiatives in an environment where priorities may change quickly.

• Partner with stakeholders and ensure the Operations is keeping Customer centric and location specific focus by ensuring only UK citizens are engaged in supporting our customers.

Minimum Skills & Qualifications:

• Extensive experience with Windows 10, Server 2016/2022, SQL Database, IIS and Active Directory.

• Experience setting up Kodak Scanners and scanning settings to optimize scan quality.

• Familiar with IIS configurations to set internal reporting applications Webstatus/IMTrack.

• Deploy/troubleshoot Kofax (imaging software) Batch class and custom tools/modules.

• Excellent verbal and written communication skills for a wide range of audiences including executives, business stakeholders and IT teams.

• Excellent time management and organizational skills and experience establishing guidelines for your direct reports.

• Strong sense of personal accountability regarding decision-making and supervising department teams.

• Installation of hardware (Nutanix, switches) and software (Kofax, digital imaging tools, web config, etc).

• Maintaining and administering computer networks and related computing environments including systems software, applications software, hardware, and configurations in preparation for GOV Audits.

• Providing technical support for hardware and software on-site.

• Ensure all projects process steps are followed to execute implementations in a complete and organized manner.

• Experience in TCP/IP and in troubleshooting Network Issues. Network management and support- knowledge of switches, routers and firewalls desired.

• Experience with SQL and database concepts.

• Experience working with and coordinating issue resolution with 3rd party vendors.

Additional Requirements:

• Bachelor’s degree (B.A. or B.S.) from a four-year college/university or equivalent experience.

• ITIL v3 foundation and practitioner certification.

• Kofax Capture Technical Solution specialist 11.

• MUST hold UK Government SC Clearance Level.

Discover what awaits you:

• Discover Limitless Possibilities: Embark on an exciting journey with Iron Mountain, a global organization that embraces transformation and innovation.

• Empowering Inclusion: Join a supportive environment where everyone's voice is heard, opinions are valued, and feedback is encouraged, fostering an atmosphere of inclusion and belonging.

• Global Connectivity: Connect with 26,000+ talented individuals from 59 countries, opening doors to diverse cultures and fostering global learning opportunities.

• Championing Individuality: Be part of a winning team that celebrates diversity and encourages individual differences to drive greatness.

• Competitive Total Rewards: supporting your career at Iron Mountain, family, personal wellness, and wellbeing. (Local benefits may vary based on country-specific policies.)

• Embrace Flexibility: Experience the freedom of remote/hybrid work, enabling a harmonious work-life balance (dependent on role).

• Unleash Your Potential: Access abundant opportunities for personal and professional growth, preparing you for a digitalized future.

• Valuing Every Contribution: Join a workplace that actively encourages and supports all talents, recognizing the unique impact of each individual.

• Pioneering Sustainability: Contribute to our vision of fostering a sustainable and thriving workforce, leaving an enduring legacy for generations to come.

#LI-Remote

Category: Information Technology

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE.

Requisition: J0084832