IT Service and Support Manager

The Role

STEM Learning’s vision is to achieve a world-leading STEM education for all young people across the UK. Technology and digital systems are crucial to delivering that vision. This role work towards that vision by:

• ensuring a first class IT experience is provided to all our service users
• delivering a portfolio of services to enable and support the business goals
• championing digital tools, processes and effective ways of working

To achieve this you will:

• ensure excellent customer service delivery through:
  • a skilled and performant support team and structure
  • appropriate and efficient processes, tools, documentation and communication
  • setting and monitoring of key performance indicators
  • regularly capturing feedback from service users
• own service management processes including Incident/problem management, change management, release management, service request/access management
• drive service improvement based in user feedback and logged call trends
• take ownership of all user service requests ensuring that they are handled appropriately and as efficiently as possible
• act as the point of escalation for incidents and coordinate any major incident response.
• have a first-rate understanding of the key business services to enable high quality service delivery, to support diagnosis and resolution of more complex support issues, and to aid impact analysis of service failure
• identify, plan and deliver new software or service implementations, working with external partners as required.
• monitor and manage 3rd party support contracts, ensuring they provide value for money and an effective service
• be an ambassador for IT support, working across the business to provide effective communication on IT matters and build relationships with other teams
• plan and monitor IT service/support budgets, reporting regularly to the Head of IT
• proactively contribute to overall risk reduction and management, work with Head of IT, Compliance coordinator and others to continuously improve our position. Feed into internal and external audits as required

Our Ideal Candidate

You should be a proactive, driven individual with a passion for service improvement and customer service.

• Significant, demonstrable experience –
  • leading and enhancing service delivery and support teams
  • building and improving service delivery processes
  • developing individuals and teams
  • Identifying, procuring and delivering new IT systems and solutions
• Understanding of the ITIL service management framework and how to shape the “toolkit” to make it an appropriate fit for the business
• Strong interpersonal and relationship development skills
• Excellent leadership and people management skills
• Sound technical knowledge of modern Microsoft business platforms including one or more of Office 365, Dynamics 365, Business Central and SharePoint.
• A good technical understanding of the broader technology landscape so as to provide an effective escalation point for complex issues
• Self-motivated and dynamic

Other Information

This is a fixed-term role for 14 months to cover maternity leave.  The role is based in York at least 3 days a week and working from home available for the other 2 if desired. The role holder will be required to undertake some UK travel and occasional overnight stays.

Some flexibility of working hours will be required to meet the demands of the role at key times, for example during any major incidents or significant project milestones.