Acora are responsible for delivery of a Managed Service to a prestigious client in central London. Whilst the infrastructure aspect is delivered from one of our remote Service centres, the End User Support component is provided via a dedicated onsite team. The opportunity has arisen to lead this EUS team
Overall responsibility and accountability for the day-to-day End User service including line management responsibility of a small team.
Initial interface for customer’s Global Service Delivery Director, particularly for any issues / requests that arise.
Ensuring the effective nature of the relationship between the onsite and offsite teams to deliver the level and quality of Service required.
On-going performance monitoring and control to ensure that service levels are achieved and exceeded.
Act as Incident Manager and ensures tickets are managed, escalated and resolved according to defined process and to agreed performance targets.
Overall responsibility for co-ordination of International 3rd Party Support providers to ensure effective support in International offices.
Continual development of the onsite Service offering to ensure it remains current and meets the needs of the Customer.
Skills and Experience
At least 3 years operating in an IT Management / leadership position, preferably within End-User IT Support, Desktop Support etc.
Good broad technical knowledge, particularly around end user desktop, laptop and mobile devices.
Knowledge of ITIL principles, processes and structures.
A successful track record of delivering and managing technical support services and technical infrastructure for a demanding user base.
For more information about this position, please email firstname.lastname@example.org and include a copy of your CV