Technical Support Manager

Technical Support Manager (2nd/3rd line IT Service Desk), Oxfordshire

A great opportunity for a Technical Support Manager to work for one of the 'UK's Top IT Employers'* leading a service desk team that provide IT infrastructure/systems support to thousands of schools.

RM Education is the renowned provider of ICT software & services to the Education sector and has over 2000 staff. Based at the Oxfordshire HQ, the IT Support Manager will line manage up to 13x 2nd/3rd line Infrastructure Support Engineers that provide broad remote support for thousands of Schools & Local Authorities (Server 2008/2012, VMWare, AD, SAN, Citrix etc) as well as 3-4 weeks a year supporting onsite implementation projects.

In addition to the main line management responsibilities, the Technical Support Manager will oversee and report on the day to day operational service delivery against SLAs/KPIs, drive service improvements, work closely with parallel IT Support Managers across India & Scotland to provide a common approach to support provision and ensure that the team continually deliver in a dynamic and fast-evolving technical environment.

Overall this represents the chance for a high calibre Technical Support Manager to work with a highly renowned IT company in an environment where delivery of service can really make a valuable difference to the school environment, whilst benefiting from the exceptional training and career development opportunities that RM affords.

The Individual

• An experienced Line Manager who has excelled at inspiring and leading IT teams, ideally within external customer focused & SLA-driven environments
• Previous technical background and experience of leading technical teams (preferably server infrastructure/systems oriented) would be advantageous
• Sound operational management exposure, proactively monitoring and delivering against SLAs, KPIs and continually improving service
• Exceptional communication, customer management and interpersonal skills
• Strong planning & organisational skills, attention to detail, results oriented, passionate about delivering exceptional service, problem solving abilities, stress tolerant, excellent report writing & numerical analysis skills
• ITIL qualification would be useful. Prior education sector exposure isn't essential

Why you should consider this role

• Ownership for a key, high profile technical support desk covering very broad and constantly evolving IT offers continual new challenges and the chance to make a mark by delivering world class service
• *RM Education was awarded 'Britain's Top IT Employer' in 2009, 2010 & 2012 and recognised in the general category in 2013
• Working within the Education ICT sector is challenging, highly stimulating and hugely rewarding
• RM Education is renowned for providing excellent training, career and leadership development opportunities
• Being part of a global support group presents the chance to work closely with colleagues across RM's Scotland and Indian operations

Abingdon is easily commutable from Newbury, Swindon, Wiltshire, Reading, Berkshire, High Wycombe, Banbury, Aylesbury, Bucks and other areas. Relocation assistance could also be considered for candidates looking to move closer.