IT End User Support Manager

Swan iT is currently searching for an IT End User Support Manager for a client in the financial industry. The successful individual will play a key role in the centralised services IT team.

Requirements:

• At least 5-10 years in IT support roles, preferably within the banking, insurance, fintech, or investment industry.


• Experience in managing IT support teams, helpdesk operations, and incident resolution.


• Knowledge of IT Service Management (ITSM) and ITIL processes for service delivery.


• ITIL v4 Foundation (IT Service Management) beneficial


• Microsoft Azure Fundamentals advantageous

Responsibilities:

• Team Leadership and Management
  
  
  
  • Supervise Support Staff: Manage a team of IT support technicians, help desk analysts and desktop support specialists.
  
  
  • Mentorship: Act as a mentor to team members, fostering professional growth and development.
  
  
  
  


• End-User Support Operations and ensuring customer service and satisfaction
  
  
  
  • Incident Management: Oversee the resolution of technical issues reported by end-users, ensuring timely and effective solutions.
  
  
  • Service Desk Management: Manage the IT help desk or service desk, ensuring all user requests are logged, tracked, and resolved.
  
  
  • Escalation Point: Serve as the escalation point for complex or high-priority issues that require advanced troubleshooting.
  
  
  • User Training: Provide or coordinate training sessions for end-users to improve their ability to use IT systems effectively.
  
  
  • User Experience: Ensure end-users receive high-quality support and have a positive experience with IT services.
  
  
  • Feedback Collection: Gather and analyse user feedback to identify areas for improvement in IT support services.
  
  
  
  


• Technical Oversight and process improvement
  
  
  
  • Technical Guidance: Provide technical expertise and guidance to the support team for resolving complex issues.
  
  
  • System Knowledge: Maintain a deep understanding of the organization’s IT infrastructure, including hardware, software, networks, and applications.
  
  
  • Problem Solving: Troubleshoot and resolve advanced technical issues that the support team cannot handle independently.
  
  
  • Workflow Optimization: Continuously evaluate and improve support processes to enhance efficiency and effectiveness.
  
  
  
  


• Compliance and Security
  
  
  
  • Policy Enforcement: Ensure that IT support activities comply with organizational policies, industry standards, and regulatory requirements.
  
  
  • Security Awareness: Promote security best practices among end-users and ensure the support team adheres to security protocols.
  
  
  • Data Protection: Ensure sensitive data is handled securely during support activities.
  
  
  
  


• Budget and Resource Management


• Reporting and Analytics
  
  
  
  • Performance Metrics: Track and analyse key performance indicators (KPIs) such as response time, resolution time, first-call resolution rate, and user satisfaction.
  
  
  
  


• Vendor and Stakeholder Management
  
  
  
  • Third-Party Coordination: Work with external vendors and service providers to resolve issues or procure necessary resources.
  
  
  
  


• Disaster Recovery and Business Continuity
  
  
  
  • Incident Response: Ensure the support team is prepared to handle IT outages or disruptions and assist in disaster recovery efforts.
  
  
  
  


• Innovation and Continuous Improvement
  
  
  
  • Stay Updated: Keep up with the latest IT trends, tools, and technologies to recommend improvements to the organization’s IT environment.
  
  
  • User-Centric Solutions: Identify and implement solutions that enhance the end-user experience and productivity.
  
  
  
  

Apply today!