IT Support Manager

FirstPort Limited 4352396
30 Jul 2017
17 Aug 2017
IT Support Manager Closing Date - 11th August FirstPort (FP) is the UK’s leading residential property manager, taking care of 180,000 homes across England, Scotland and Wales. We deliver our service through 3,200 colleagues, 2,000 of whom work directly in the communities they serve, from Property Managers who manage a portfolio of homes, to Development Managers who are permanently based at a retirement development. They’re supported by Customer Service and back-office staff based in our offices in Luton, New Milton, Halesowen, Glasgow and London Bridge. Reporting to the Director of IT the purpose of this role is to lead all day-to-day IT service delivery, focussing on consistent delivery, great relationships with IT service consumers, continuous service improvement and reducing the cost to serve. Responsibilities include: Full ownership for day-to-day IT Support delivery; Financial management of related budgets; Reviewing the structure and capabilities of the team, implementing changes as required; Defining and executing a service improvement plan; Working with projects to ensure a successful service transition; Coaching team members; Managing all major IT incidents; Recommending capital investment that will deliver tangible service improvements; Representing the Director of IT when they’re not available; Success criteria The right team is in place to ensure that IT just works; The negative impact of project changes on day-to-day IT is minimised; Metrics drive the right behaviours and outcomes are in place; Volume of IT service requests and incidents are reduced, for example through effective problem management, simplification of processes, training and automation; IT services and data can be recovered in the event of a major disaster; IT assets are managed; Team members are engaged and effective; Waste, in the form of additional IT cost is reduced; Colleagues across the business can visibility see and feel IT service improvement; Supplier performance is monitored and that they are held accountable for poor performance; Key Interfaces Whole IT team; Internal customers including Executive Team and the “Impact 50” business leaders; External suppliers; What kind of person will you be? Education A degree in Information Systems, Computer Science or commensurate experience; ITIL Service Management and/or SIAM Service Integration & Management certification; Experience A demonstrable track record of transforming day-to-day IT service management and operation; A background in IT infrastructure management and/or applications support desirable; Knowledge and Skills Excellent leadership skills; Ability to quickly understand how IT supports (or hinders) FP; Comfortable with financial models, budgeting and benchmarking; Excellent analytical and technical skills; Excellent written and verbal communication skills; Excellent planning and organizational skills; Has the ability to simply explain technical issues to non-technical people; Behaviours and Competencies Epitomises FP’s values: Friendly, Inventive, Respectful, Skilled and Trustworthy; Works well with others; Results oriented and a passion for excellent customer service; Ability to be positive, even when under pressure; Working conditions Full time position based in Luton; Regular travel to other company offices and sites including overnight stays; This job was originally posted as