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Job Details


IT Manager

Technology 信息技術

IT Auditor


GCSE/Scottish Standard Grades A-Level Postgraduate or above 碩士或以上 Undergraduate or above 學士或以上 Intermediate apprenticeship 學徒

PSW Apprenticeship 學徒 華語工作 Contract 合同制 Full-Time 全職 Internship 實習 Part-Time 兼職


Bath, Somerset, United Kingdom

Purpose of Role- IT Manager As the IT Manager, you will be responsible for the day to day operation of End User services delivered team, this includes line management of the Team Leaders and Service Desk Analysts. Responsibilities of Role Operational accountability for the EUC Services delivered by Team Gamma Build strong and authentic customer relationships Managing performance, setting clear expectations and leading a positive culture Manage and motivate Team Leaders Ensure team resourcing is accurate and full service coverage is maintained via rota management Provide operational management against SLAs and KPIs Ensure ticket and customer support quality is maintained Provide an escalation point for issues falling under your teams responsibility Provide narrative against trends against performance as part of reporting where required Agree standards for monitoring Analyst performance/Service throughput with SOMs/Head of Operations Ensuring all line managers are measuring the individuals within their teams in accordance to the standards Monthly reporting of Service volumes/capacity utilisation Process Adherence Agreeing single processes for key EUC Support activities with SOMs/Head of Operations Implementation/monitoring of process adoption Major Incident Management from EUC perspective Definition of a single Major Incident Management process for adoption by existing Team Gamma Services (where possible) and into new clients Part of the escalation Matrix for clients Building relationships across the Acora business, especially with other EUC Managers and SOMs, to ensure the adoption of single processes and knowledge sharing Play active role in the adoption of new Services into Team Gamma including resource planning and training in line with the agreed transition plan Job Requirements Good broad technical knowledge, particularly around desktop, laptop and mobile devices Clear leadership abilities and motivational skills to bring the best out of a mixed-skilled team A clear understanding of what constitutes an excellent IT service and the ability to direct and influence resources in order to deliver it Knowledge of ITIL principles, processes and structures An ability to shape and develop the service to ensure it continues to meet the needs of its users Excellent written and verbal communication skills, with stringent attention to detail Effective staff coaching and mentoring skills Privacy Policy In general, you can visit online without telling us who you are or revealing any information about yourself. There are times, however, when we may need information such as your name and e-mail address, to correspond with you and fulfil your request. Acora is fully compliant with the General Data Protection Regulation 2016.