Service & Support Manager

Location: Reading
Salary: £45,000 DOE
Working hours: 0800 to 1700 Monday to Friday
Benefits: 25 Days Holiday + BH, Health Cover, Company Pension, Flex Benefits (EMCOR UK discount scheme)

About EMCOR UK: 
At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.

This is a highly collaborative role that implements and manages quality services that meet the needs of the business, including:

Service Desk

• Use the ITSM tool to review and actively reduce the number of open and aged tickets, identifying and addressing any repeating patterns with the Service Desk team in line with OLA targets.
• Ownership of the end-to-end delivery of services requested through the IT Helpdesk, including, requests for information, advice, changes, access to a services, provision of end user assets, etc to agreed KPIs
• Management of customer incidents lifecycle (logging, delegation, escalation and resolution) to agreed reported KPIs.
• Act as the main point of service escalation, actively seeking to resolve issues within the service teams.
• Active Problem Management to identify and address repeat incident, through the assessment of IT Service Management tickets, data and tools.
• Proactive communication with the wider EMCORUK business and customers during incidents or changes affecting IT systems or functions.
• Own and develop the ITSM System, tool set, service management processes and reporting capabilities in line with agreed KPI’s.
• Provide subject matter expertise to senior management and team members on relevant systems, industry standards and service management best practices.
• Creation of documentation, scripts, play-books, procedures and forms to support the operation of the department and for EMCOR UK

  Management

• Manage a broad team of Service Desk and Support Engineers, ensuring their workloads and priorities are delivered to agreed KPI’s.
• Management of the System Administration functions for all IT systems and to comply with Sarbanes Oxley Audit Requirements.
• Manage Field Engineer resources to commission and decommission customer sites in collaboration with other IT and broader EMCORUK business functions.
• Resource management of the IT Support Teams including holidays, sickness, absence and return to work interviews.
• Seek to identify opportunities for the team to support or “shift left” technology responsibilities where appropriate.
• Scheduling of appropriate IT team members to cover the EMCOR UK’s support requirements both in and outside of core hours (out-of-hours support / on-call).
• Management of end user device and peripheral stocks in collaboration with the Asset Manager and key suppliers.
• Management and distribution of mobile, computing, & software assets in collaboration with stock vendors, based on approved requests from the business.
• Proactively collaborate with Management level peers in the support of quality services and delivery of project initiatives.

  Governance
  

• Support the strategy and delivery of the IT environment and services, working collaboratively with the business, Business Partners and other technology teams.
• Creation of monthly performance reporting to evidence ongoing service delivery, capacity management and process improvements.
• Creation and maintenance of customer workflow documentation, providing support to users on how technology is used.
• Develop and manage business relationships within IT, external business stakeholders and third-party suppliers to best support the business and represent the company’s interests.
• Build and manage the team, ensuring successful continuous service improvement (CSI) of IT support capabilities through prioritisation and delivery of change and operational management.
• Working collaboratively with other technology managers to take advantage of new technical innovations, used as a catalyst for driving change with key business sponsors.
• Communicating and disseminating information across the team and department, being enthusiastic about new possibilities and technologies on offer and encouraging their adoption.
• Contributing to business continuity and disaster recovery planning and actively taking part in any IT DR exercises.

Knowledge

• A proactive and “can do” approach is key to the successful outcome for the department and this role.
• Deep understanding of ITSM principles, concepts, process workflows and procedures.
• Excellent troubleshooting skills and effective verbal and written communication skills with the ability to effectively interact with all stakeholders including senior leadership.
• Ability to communicate complex technical information to non-technical customers.
• Managerial experience in leading a team of multi-capability service desk analysts and desktop level support functions
• Experience of creating KPI focused status reports for senior stakeholders.
• Demonstrated experience and understanding in computer hardware, operating systems functions and components.
• Experience of implementing new initiatives or driving through process change and new ways of working.
• Ability to balance multiple priorities simultaneously with the ability to adapt to the changing needs of the business whilst meeting deadlines.
• Experience of large, complex organisation’s with enterprise wide use of IT.

  Qualifications / Experience

• Experience of corporate ITSM toolsets, consoles, their supporting processes.
• ITIL Foundation accreditation
• ITIL Practitioner Capabilities V3 / Specialist V4 accreditation (Change, Incident, Request and Problem management)
• Experience leading team, group and department meetings on service related subjects.
• Experience of supported client systems, providing mentorship and guidance to team members.