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IT Support Services Manager - EMEA

IT Support Services Manager - EMEA

Job ID:  1011
Department:  IT Support
Category:  IT Support

London, GB Birmingham, GB

Employment Type:  Permanent

Company Overview
Clarksons is the world’s leading provider of integrated shipping and offshore services, bringing our connections and experience to an international client base. Our intelligence adds value by enabling clients to make more efficient and informed decisions. Our global reach, local knowledge and expertise is what makes us unique.

To understand more about day to day life at Clarksons, and what you can expect from us as an employer, visit us at www.clarksons.com


Role Summary
Working within the ServiceDesk and Service Delivery team, the person in this role will require a high degree of service knowledge, technical support, and desktop service skills. You will work with the End User Community through the EMEA regions, providing support, knowledge, and delivery request-based services that we can measure, improve, and iterate on.


What you will be doing
• Building a reliable, secure, scalable, technical adept Service Support team for colleagues in the EMEA region, with multiple engagement points for service, each of which covers a 24/7 period.
• Act as the key point of escalation and ownership for user incidents, service requests and service quality, with an unrivalled passion for continual service improvement.
• You will be restless in your pursuit of achieving service excellence and constant in your contact to the user community to gauge the value of the service and implement new/improved solutions.
• Additionally, you will be versatile in addressing and managing stakeholders and all levels of seniority, ensuring they have a trusted escalation point to own their concern or ask.
• Drive a learning culture where learning and knowledge are key cornerstones for the function as well as with broader business where you will drive and lead drop-in sessions and training across new technologies and ways of working.
• Be able to understand the business goals and vision and align support frameworks to enhance and achieve them.
• Exceed user expectations and excel at service delivery through statistical analysis, reporting, feedback and service management meetings with colleagues throughout the business.
• Drive adherence to ensure Service levels are achieved and exceeded, proved through robust and trusted reporting and continuous monitoring of all aspects of the Service Desk.
• Ensure all Service Levels, Critical Success Factors and KPIs are adhered to, monitored, and reported on.
• Ownership of all reporting requirements to enable service improvement and production of the monthly reporting pack.
• Provide leadership and professional decision making and effective team working.
• Identify trends in user queries which can be used to provide feedback to the development / Infrastructure.
• Continuously look for development / training areas and improvements for the entire team.
• Ownership and visibility of all call escalations and complaints to a resolution status.
• Technical leadership on front line support systems and services.
• Expert level knowledge on ITSM platform.
• Keep up to date on knowledge of subject areas including product/technology updates.
• Develop and maintain new support processes.
• Develop knowledgebase process and educate global support team on best practices.
• Membership and ownership in the Major incident management framework.
• Ensure succession, training and development plans are in place with each colleague in the team.
• Coach and develop the teams daily.
• Actively encourage, motivate, and support individual members of the team.
• Carry out effective and meaningful monthly team meetings, monthly One to One’s and performance reviews with the Support Team.
• Organise and prioritise work for Service Desk team to ensure critical issues are being addressed  in an acceptable timeframe and in compliance with internal SLA’s.
• Identify, capture, and provide monthly reporting on key service desk management metrics & KPI’s.
• Ensure organisational support for hardware and software issues.

What we are looking for
Experience & Knowledge
• Deep experience of Service support solutions, processes, and technologies
• Demonstrable experience to drive value statements and solutions
• Demonstrable experience of automating and driving self service solutions
• Strong experience of KanBan and Scrum frameworks
• Extensive management experience in a broad multi country technical support role
• Strong Support experience working in a support role, with the ability to demonstrate excellent problem-solving skills and the ability to own a problem and resolve it
• Expert knowledge of desktop technologies, telephony systems and services
• Deep demonstrable practical knowledge of ITIL v3 and above
• Good knowledge of vulnerability management techniques and solutions
• Deep knowledge of Active Directory administration including user, object, and group management
• Strong knowledge of Office 365 technologies
• Good knowledge of Windows virtual desktop or other virtual persistent technology

• Office 365
• Windows 10
• PowerShell
• InTune
• Microsoft Azure AAD administration
• VMWare Virtualisation and management (Horizon)
• Multifactor authentication technologies such as Microsoft Authenticator and DUO
• MS Teams and MS productivity solutions
• HP Desktop Hardware
• ServiceNow or equivalent market leading ITSM Platform

Special Job Requirements
• This role may require out work to be completed outside of the standard office hours
• Rota based on call requirements for escalation and management cover will be required
• Whilst the role is based in London Office, travel to other Clarksons PLC offices may be required