Insight Managed Services Technical Manager

Insight is a globally recognised IT Hardware and Services organisation delivering business aligned consultancy, solutions and services across all major vendor platforms.

As a member of the Insight Managed Services (IMS) management team, the Technical Manager will lead a team of technical professionals to ensure key services are delivered to the highest standards of client satisfaction.

The Technical Manager acts as Service Owner retaining overall accountability for their assigned service management platforms and tool set administration; managing service reporting, trend analysis, processes, and project managing service improvement initiatives.

KEY DUTIES AND RESPONSIBILITIES

• Leads a high-performance team; managing communication, motivation, and facilitating change management processes.
• Manages work assignment among teammates, maximizing cross training opportunities to deliver operationally and financially driven client centric service results. Drive knowledge sharing and work as Knowledge manager in his/her absence.
• Responsible for hiring and successful induction of new starters; and going forward, ensuring training and development plans are in place for themselves and their team taking responsibility to ensure that these are aligned to overall business objectives and are continually reviewed.
• Owns, develops and maintains the administration and operation of the service management tools and processes delivered by the team acting as Problem escalation.
• Oversees Client Satisfaction monitoring and improvement, driving client amazement. Manages SLA monitoring and attainment processes.
• Ensures all customer information and communication is recorded in the company ITSM system to defined standards.
• Builds business relationships within Insight, with vendors and clients to drive the Services Vision, and improve client and vendor relationships, including delivery of technical service reviews.

• ITIL – Foundation
• Competent in Office 365 products
• Competent in Azure environments
• Process driven with an excellent attention to detail and a working knowledge of ITIL areas
- Access Management
- Asset & Config Management
- Change Management
- Continual Service Improvement
- Escalation Management
- Event Management
- Incident Management
- Information Security Management
- Knowledge Management
- Problem Management
- Release and Deployment Management
- Service Level Management
- Supplier Management
- Escalation Management
- Service Design
• Good knowledge of Hybrid Cloud and Connected Workforce technologies
• Excellent Team skills covering
- Communication
- Calm under pressure
- Change management
- Motivation & Coaching
- Leadership & Tactful authority
- Goal Setting
- Performance Management & QA
- Hiring, Training, Coaching and Development
• Excellent Technical and Managed service related skills covering
- Time and workflow Management
- SLA Management
- Client reporting & trend analysis
- Process Management
- Project Management
- Attention to detail
- RCA documenting
- SOW/Technical Design & Reporting
• Excellent Reporting and analytical skills used for reporting, identifying trends and actions