IT Customer Manager - Commercial & Customer Support

IT Customer Manager - Commercial & Customer Support
  • £40,000 - £52,000 per Annum
    ANNUM
  • Permanent
  • London, England, UK London London GBR W1W 5PL
Job Ref: 50204932
Sectors: Support & Administration Service Delivery
Date Added: 04 March 2020

IT Customer Manager - Commercial & Customer Support | London | Permanent

We are currently recruiting for a Customer Support IT Manager to join one of our clients based in Central London. Working with a team of 5 engineers, you will deliver a professional IT Service to members in across our client's multiple sites.

The team will provide two main services; included support for all issues related to infrastructure, and charged support and services at customers' request.

You will be responsible for managing the Customer IT Team of 5 engineers to provide 24/7 support to 18,000 customers; this includes in-hours support at the different sites, planned out of hours works, and out of hours support in an on-call basis.

Responsibilities:

  • Included Support
    • Wi-Fi, Phones (Avaya, RingCentral), Zoom Rooms, Networking, Internet
    • Client move-ins
    • Staff on-site support
    • Site AV & Meeting Room technology
  • Charged Services
    • Client requested works (in office and comms rooms)
    • Installation of client servers & core equipment
    • Custom configurations of networks & patching
    • Named services (Office 365 support, G Suite Support, etc)
    • Design of new services
  • Aiding the IT Sales team in the Sales ProcessA
    • Bespoke IT and AV setups
    • Delivery of Tech to customer spaces & meeting rooms
  • Service Delivery of Purchased Items
    • Telephones, Zoom Rooms, and more
  • Administration of Services
    • Ensure that Moves, Changes, Adds and Cancellations are recorded, and client billing is kept up to date
    • Management of engineer time and changeable hours
    • Responsible for revenue associated with IT services
  • Staff Management
    • Shift and on-call rotas
    • Managing a growing team
    • Setting objectives and KPIs
    • Performing appraisals
    • Recruiting as the team grows

Knowledge and Experience

  • Proven experience as an IT Manager
  • Experience in a service oriented organisation
  • Commercial awareness / experience - charged services / aiding IT sales team
  • Delivery of IT service in a growing company
  • Ability to manage a technical team
  • Excellent technical skills in core business platforms

If you think you would be a good fit for this role, please apply here. We look forward to hearing from you!

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age

Lorien
03/04/2020 15:34:05
GBP 40000 40000
Contact Consultant:
Ellis Hooson

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