About the Role: The Senior IT Support Officer plays a crucial role in managing my clients IT Service Desk, providing second-line support, and leading a team of IT Support Officers. The role involves overseeing end-user support, hardware/software support, and ensuring adherence to SLAs and KPIs. The Senior IT Support Officer will also contribute to the organization's digital transformation initiatives, with a focus on security and continuous improvement.

Responsibilities:

• Provide second-line IT support, escalating complex issues to the appropriate channels.
• Lead a small team of IT Support Officers, including training and development.
• Develop knowledge-based articles and assist in delivering end-user training programs.
• Ensure adherence to SLAs and KPIs, identifying and mitigating areas of non-compliance.
• Manage customer complaints, escalating unresolved issues as needed.
• Support hardware and software deployment, including AV kit and other installations.
• Collaborate with the IT Service Desk Manager on project work and process improvement.
• Monitor third-party on-site activities, ensuring compliance with IT policies.
• Identify and resolve security issues, escalating complex cases as necessary.
• Communicate technical issues to non-technical staff and report to IT Service Desk Manager and third-party suppliers.
• Keep abreast of IT best practices and participate in ongoing professional development.

Essential Criteria:

• Degree in an IT-related subject or equivalent experience.
• MCSE Certification or equivalent.
• ITIL Foundation level.
• Demonstrable experience in a similar role supporting users in a multi-site environment.
• Leadership experience and supervision of junior staff.
• Proficient in Microsoft 365, Windows 10, Windows server technology, networking, and mobile device management.
• Experience in supporting video conferencing and working with 3rd party suppliers.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills.
• Commitment to equality and diversity.
• Flexibility, ability to manage projects, and maintain a high level of integrity.

Other Requirements:

• Occasional travel to other sites and affiliated locations.
• Flexibility in the working environment.
• High level of intellectual rigour and attention to detail.

Please note that the estimated start date for this role is 20th February 2024 and the role is 100% office based in Manchester. Interviews are due to be held the preceding week on 13th February 2024.

This role will require full right to work in the UK & that NO sponsorship will be available.

Initial term will be for 6-months with possibility of being extended beyond that point