Request Technology - Craig Johnson
Chicago, Illinois
*This is a 6 month contract to hire CTH role, not a straight contract, only candidates that want to convert a permanent employee will be considered* Prestigious Financial Institution is currently seeking a ITIL Service Management Associate with strong ServiceNow experience. Candidate will be responsible for the review and streamline the existing Service Request catalog. Candidate will develop and implement ServiceNow Employee Center utilizing the streamlined catalog. Responsibilities: Manage the IT Service Management Knowledge and Service Request processes with focus on effectiveness, efficiency, and responsiveness to customer issues/requests or operational issues while ensuring adherence to policies, procedures, and controls Provide training materials for Service Request Content Owners (SRO) and Service Request Requesters (SRR) on the Service Request process to ensure ongoing process compliance and adherence to controls Coordinate and facilitate discussions and working sessions between SROs and Incident managers ensuring appropriate level of requirements gathering are understood, documented, and reviewed Consult with SROs to improve the Service Request Catalog/Service Portal/Employee Center Consult with SROs on applicable procedures, job aids, process flows, and controls that support Service Request and Knowledge Management processes Develop, monitor, and report the agreed Key Performance Indicators corresponding to compliance with senior management Drive continuous improvement through trend reporting analysis and metrics management Continually work towards making improvements to the processes and corresponding ITSM modules Coordinate with other ITIL Process Owners Qualifications: Experience with ServiceNow (required) Experience with ServiceNow Employee Center Unified Portal (required) Ability to collaborate and communicate effectively across multiple stakeholders to ensure an effective platform that adheres to governance standards. Experience with Microsoft Office desktop tools (Project, Word, Excel) Experience with Atlassian tools (JIRA, Confluence) Familiarity various data interpretation techniques. Experience with Agile Methodologies and Concepts Familiarity with ITIL modules eg Incident, Problem, Change, Config, Release, Service Portal, Knowledgebase Ability to follow regulatory documentation procedures and requirements.
04/10/2024
*This is a 6 month contract to hire CTH role, not a straight contract, only candidates that want to convert a permanent employee will be considered* Prestigious Financial Institution is currently seeking a ITIL Service Management Associate with strong ServiceNow experience. Candidate will be responsible for the review and streamline the existing Service Request catalog. Candidate will develop and implement ServiceNow Employee Center utilizing the streamlined catalog. Responsibilities: Manage the IT Service Management Knowledge and Service Request processes with focus on effectiveness, efficiency, and responsiveness to customer issues/requests or operational issues while ensuring adherence to policies, procedures, and controls Provide training materials for Service Request Content Owners (SRO) and Service Request Requesters (SRR) on the Service Request process to ensure ongoing process compliance and adherence to controls Coordinate and facilitate discussions and working sessions between SROs and Incident managers ensuring appropriate level of requirements gathering are understood, documented, and reviewed Consult with SROs to improve the Service Request Catalog/Service Portal/Employee Center Consult with SROs on applicable procedures, job aids, process flows, and controls that support Service Request and Knowledge Management processes Develop, monitor, and report the agreed Key Performance Indicators corresponding to compliance with senior management Drive continuous improvement through trend reporting analysis and metrics management Continually work towards making improvements to the processes and corresponding ITSM modules Coordinate with other ITIL Process Owners Qualifications: Experience with ServiceNow (required) Experience with ServiceNow Employee Center Unified Portal (required) Ability to collaborate and communicate effectively across multiple stakeholders to ensure an effective platform that adheres to governance standards. Experience with Microsoft Office desktop tools (Project, Word, Excel) Experience with Atlassian tools (JIRA, Confluence) Familiarity various data interpretation techniques. Experience with Agile Methodologies and Concepts Familiarity with ITIL modules eg Incident, Problem, Change, Config, Release, Service Portal, Knowledgebase Ability to follow regulatory documentation procedures and requirements.
IT Service Team Leader An exciting new opportunity has become available for an IT Service Team Leader to come on board working for a leading law firm in Crawley on permanent basis. IT Service Team Leader -Working closely with the outsourced IT Support desk to provide first and second line user IT support -Supervision of the IT Support team, allocating resources and coordinating across the team to ensure that the highest level of service is provided -Stay in regular contact with users across the firm -Responsible for the day to day supervision of the outsourced IT Support desk and the internal IT Support team, focusing on service delivery and excellence -Where appropriate, and with guidance from the IT Service Manager, address minor performance issues within the internal IT Support team in the first instance, and escalate further to the IT Service Manager if required -Run a daily stand-up with the IT Support team to align internal resourcing with business priorities -Attend a daily stand-up with the outsourced IT Support desk -Provide guidance and advice to the internal IT Support team where required -Regularly review tickets and performance dashboards to ensure support levels are maintained to satisfactory levels -Ensure calls to the internal IT Support team are answered promptly -Coordinate the deployment of end user equipment such as laptops, including any Intune configuration required -A strong knowledge of Windows 10/11 and Microsoft Office - in particular Word and Outlook -Exchange Online -Active Directory -A knowledge of ITIL and Cyber Security would be beneficial IT Service Team Leader In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position. DGH Recruitment Limited acts as both an Employment Agency and Employment Business
04/10/2024
Full time
IT Service Team Leader An exciting new opportunity has become available for an IT Service Team Leader to come on board working for a leading law firm in Crawley on permanent basis. IT Service Team Leader -Working closely with the outsourced IT Support desk to provide first and second line user IT support -Supervision of the IT Support team, allocating resources and coordinating across the team to ensure that the highest level of service is provided -Stay in regular contact with users across the firm -Responsible for the day to day supervision of the outsourced IT Support desk and the internal IT Support team, focusing on service delivery and excellence -Where appropriate, and with guidance from the IT Service Manager, address minor performance issues within the internal IT Support team in the first instance, and escalate further to the IT Service Manager if required -Run a daily stand-up with the IT Support team to align internal resourcing with business priorities -Attend a daily stand-up with the outsourced IT Support desk -Provide guidance and advice to the internal IT Support team where required -Regularly review tickets and performance dashboards to ensure support levels are maintained to satisfactory levels -Ensure calls to the internal IT Support team are answered promptly -Coordinate the deployment of end user equipment such as laptops, including any Intune configuration required -A strong knowledge of Windows 10/11 and Microsoft Office - in particular Word and Outlook -Exchange Online -Active Directory -A knowledge of ITIL and Cyber Security would be beneficial IT Service Team Leader In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position. DGH Recruitment Limited acts as both an Employment Agency and Employment Business
Senior Technical Services Engineer - 6 Month Fixed Term Contract - Staffordshire - Immediate Start! High-level 3rd Line Support Windows/Wintel Server Genealogy, M365, O365, SQL, Identity Access/Enta, MS Defender, SCCM and/or Endpoint, VMWare, Cloud Azure & Azure AD, Active Directory Manager, Storage & Hosting, Automated Access. Client HQ & Datacentre is in Stoke on Trent - Hybrid Working as Standard, 1 possibly 2 days on site per week £50,000 (includes £5,000 Car Allowance) + Hybrid & Flexi-Working - 2 x Days Per Week at the Client Datacentre The Client: Are a well-known High St and Online retailer who are seeking a Senior Technical Services Engineer who specialises in Microsoft Applications and Wintel Servers supporting a UK wide infrastructure. Objective: Working in a Team of IT Engineers, you will deliver first class 3rd Line Technical Support and resolving P1 & P2 scenarios effectively. Key Technical areas of your remit: High-level 3rd Line Support Windows/Wintel Server Genealogy, M365, O365, SQL, IAM, MS Defender, SCCM and/or Endpoint, VMWare, Cloud Azure & Azure AD, Active Directory Manager, Storage & Hosting, Automated Access. Investigation of P1 and P2 Incidents, MS Desktop Applications, Windows Servers, Virtualisation and Storage Components, Availability Groups, Failover Clustering, Fault Finding, Diagnostics and Documentation of Complex Issues. Liaising with 3rd party suppliers. Experience of supporting Servers, Virtualised and Storage activities through a Development, Design, Test and Implementation through a 360 Degree life cycle. Key Technical Skills: Windows/Wintel Server Genealogy M365/O365 Cloud Azure & Azure Active Directory Active Directory Manager SCCM and/or Endpoint Identity Access/ENTA MS Defender VMWare Products Configuration and Administration Storage and Hosting Experience of resolving P1 & P2 scenarios effectively BAU tasks as required ITIL Any of the following Certifications will be highly advantageous: Experience as an Technical Services Analyst or Hosting & Storage Engineer ITIL Foundation Certificate Microsoft Certified Systems Administrator (MCSA) Microsoft Certified Systems Engineer (MCSE) VMWare Certified Professional (VCP) Experience with Microsoft Azure (desirable) Experience with Microsoft 365 (essential) Experience with Microsoft Entra (essential) Experience with Microsoft Exchange Server (desirable) Experience with Active Directory Policy (Group Policy) Administration (essential) Experience with E-Mail Filtering Systems (desirable) Experience with Enterprise Anti-Virus solutions (desirable) Experience with SCOM & Enterprise Monitoring (desirable) Strong experience of creating and managing virtual and physical Servers for UNIX and Windows variant O/S knowledge of enterprise data storage devices (SANs). Call today!
04/10/2024
Senior Technical Services Engineer - 6 Month Fixed Term Contract - Staffordshire - Immediate Start! High-level 3rd Line Support Windows/Wintel Server Genealogy, M365, O365, SQL, Identity Access/Enta, MS Defender, SCCM and/or Endpoint, VMWare, Cloud Azure & Azure AD, Active Directory Manager, Storage & Hosting, Automated Access. Client HQ & Datacentre is in Stoke on Trent - Hybrid Working as Standard, 1 possibly 2 days on site per week £50,000 (includes £5,000 Car Allowance) + Hybrid & Flexi-Working - 2 x Days Per Week at the Client Datacentre The Client: Are a well-known High St and Online retailer who are seeking a Senior Technical Services Engineer who specialises in Microsoft Applications and Wintel Servers supporting a UK wide infrastructure. Objective: Working in a Team of IT Engineers, you will deliver first class 3rd Line Technical Support and resolving P1 & P2 scenarios effectively. Key Technical areas of your remit: High-level 3rd Line Support Windows/Wintel Server Genealogy, M365, O365, SQL, IAM, MS Defender, SCCM and/or Endpoint, VMWare, Cloud Azure & Azure AD, Active Directory Manager, Storage & Hosting, Automated Access. Investigation of P1 and P2 Incidents, MS Desktop Applications, Windows Servers, Virtualisation and Storage Components, Availability Groups, Failover Clustering, Fault Finding, Diagnostics and Documentation of Complex Issues. Liaising with 3rd party suppliers. Experience of supporting Servers, Virtualised and Storage activities through a Development, Design, Test and Implementation through a 360 Degree life cycle. Key Technical Skills: Windows/Wintel Server Genealogy M365/O365 Cloud Azure & Azure Active Directory Active Directory Manager SCCM and/or Endpoint Identity Access/ENTA MS Defender VMWare Products Configuration and Administration Storage and Hosting Experience of resolving P1 & P2 scenarios effectively BAU tasks as required ITIL Any of the following Certifications will be highly advantageous: Experience as an Technical Services Analyst or Hosting & Storage Engineer ITIL Foundation Certificate Microsoft Certified Systems Administrator (MCSA) Microsoft Certified Systems Engineer (MCSE) VMWare Certified Professional (VCP) Experience with Microsoft Azure (desirable) Experience with Microsoft 365 (essential) Experience with Microsoft Entra (essential) Experience with Microsoft Exchange Server (desirable) Experience with Active Directory Policy (Group Policy) Administration (essential) Experience with E-Mail Filtering Systems (desirable) Experience with Enterprise Anti-Virus solutions (desirable) Experience with SCOM & Enterprise Monitoring (desirable) Strong experience of creating and managing virtual and physical Servers for UNIX and Windows variant O/S knowledge of enterprise data storage devices (SANs). Call today!
SC Cleared Deskside Engineer Up to £35,000 + benefits Concept Resourcing are looking for a Security Cleared Deskside Engineer to provide hardware and software support, both remotely and deskside on IT products within SLA's. Working on site, full time you will be meeting customer needs in a diverse working environment, the role requires a degree of flexibility and an expectation that the core working hours are spent on customer site in Ipswich. Responsibilities Replace desktops, laptops, monitors and phones when applicable, enabling a quick resolution Perform Break fix on desktop equipment Perform IMAC activities Daily backup checks as required Complete allocated calls and maintain regular contact with Workflow Managers Provide timely, quality solution keeping the customer updated and escalating if required Refer to relevant procedures to perform role Periodically review Security Policies - to ensure full compliance with current legal, regulatory and company requirements. Carry out any tickets/non ticketed/project work as and when required. To be compliant with health and safety company policy and legislation at all times. To be considered for this opportunity, it is important that you hold SC level security clearance and have the following knowledge and skills: Knowledge of Server OS and navigation Experience with Active Directory is desirable Hardware knowledge, Laptop Keyboards, Memory, Hard drives Experience with network fault troubleshooting Experience with Network builds Experience with network printer installs and configuration Experience with Microsoft applications PC literate Interpretation of data & actions Experience with VPN and remote work on machines Good troubleshooting skills You will be a team player with excellent communication and customer service skills skills, used to working on site who can work under pressure. You will also have: IT engineering experience A good understanding of analytical troubleshooting A good understanding of networks and windows Operating systems Must be able to diagnose and repair desktops and laptops Desktop and laptop accreditation desirable Knowledge of specific customer software desirable Full UK Driving Licence Current and valid SC level clearance For more information and to apply, Click APPLY and a member of the team will be in touch.
04/10/2024
Full time
SC Cleared Deskside Engineer Up to £35,000 + benefits Concept Resourcing are looking for a Security Cleared Deskside Engineer to provide hardware and software support, both remotely and deskside on IT products within SLA's. Working on site, full time you will be meeting customer needs in a diverse working environment, the role requires a degree of flexibility and an expectation that the core working hours are spent on customer site in Ipswich. Responsibilities Replace desktops, laptops, monitors and phones when applicable, enabling a quick resolution Perform Break fix on desktop equipment Perform IMAC activities Daily backup checks as required Complete allocated calls and maintain regular contact with Workflow Managers Provide timely, quality solution keeping the customer updated and escalating if required Refer to relevant procedures to perform role Periodically review Security Policies - to ensure full compliance with current legal, regulatory and company requirements. Carry out any tickets/non ticketed/project work as and when required. To be compliant with health and safety company policy and legislation at all times. To be considered for this opportunity, it is important that you hold SC level security clearance and have the following knowledge and skills: Knowledge of Server OS and navigation Experience with Active Directory is desirable Hardware knowledge, Laptop Keyboards, Memory, Hard drives Experience with network fault troubleshooting Experience with Network builds Experience with network printer installs and configuration Experience with Microsoft applications PC literate Interpretation of data & actions Experience with VPN and remote work on machines Good troubleshooting skills You will be a team player with excellent communication and customer service skills skills, used to working on site who can work under pressure. You will also have: IT engineering experience A good understanding of analytical troubleshooting A good understanding of networks and windows Operating systems Must be able to diagnose and repair desktops and laptops Desktop and laptop accreditation desirable Knowledge of specific customer software desirable Full UK Driving Licence Current and valid SC level clearance For more information and to apply, Click APPLY and a member of the team will be in touch.
*This role is onsite 5 days each week in Houston* *We are unable to sponsor for this permanent Full time role* *Position is bonus eligible* Prestigious Global Firm is currently seeking an End-User Technology Support Manager. Candidate will lead the implementation of new technology rollouts and upgrades, ensuring seamless deskside support within the region and firmwide. Additional responsibilities include contributing to the development and execution of the firm's comprehensive technology support strategy, ensuring adherence to firmwide IT policies, procedures, standards, and guidelines. The role also requires overseeing the creation of troubleshooting documentation and detailed instructions for the support teams. Candidate will interact regularly with technology teams, firm leadership, vendors, and users. The TSM should have a proven ability to operate in a fast-paced environment, interact with C-Level leadership, and serve as the main point of contact for technology for the VIPs within the Texas offices. Candidate will oversee both firmwide and local projects, new initiatives, and issue resolution, as well as manage the local Technology Support teams' budget, including ordering, forecasting, and reporting monthly budget variances. The position requires travel to various offices as needed. Responsibilities: Excellent judgment in assessing user issues; along with intermediate trouble-shooting methodology. Develop and manage Operating Level Agreements (OLA's) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support. Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization. Ability to work for the best resolution either through own knowledge, documented resolution, or proper and timely escalation. Qualifications: Proficient in Windows 10/11 OS and core application suite; including the Microsoft Suite and various applications. Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix. Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues. Intermediate knowledge of iOS setup and troubleshooting. Knowledge of networks including wireless experience. Intermediate understanding and knowledge of Voice Over IP (VOIP) telephone systems. Demonstrates the willingness and ability to help other team members on difficult issues. Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices. Bachelor's Degree or work equivalent. Computer Science or Technical qualification is a plus. A high level of proven management experience in a professional services environment, law firm experience preferable. Audio Visual experience a plus Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues. Knowledge and the ability to support Microsoft operating system, Suite, and 365 including networking component, hardware, peripheral devices. Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business. Knowledge of ticketing applications.
03/10/2024
Full time
*This role is onsite 5 days each week in Houston* *We are unable to sponsor for this permanent Full time role* *Position is bonus eligible* Prestigious Global Firm is currently seeking an End-User Technology Support Manager. Candidate will lead the implementation of new technology rollouts and upgrades, ensuring seamless deskside support within the region and firmwide. Additional responsibilities include contributing to the development and execution of the firm's comprehensive technology support strategy, ensuring adherence to firmwide IT policies, procedures, standards, and guidelines. The role also requires overseeing the creation of troubleshooting documentation and detailed instructions for the support teams. Candidate will interact regularly with technology teams, firm leadership, vendors, and users. The TSM should have a proven ability to operate in a fast-paced environment, interact with C-Level leadership, and serve as the main point of contact for technology for the VIPs within the Texas offices. Candidate will oversee both firmwide and local projects, new initiatives, and issue resolution, as well as manage the local Technology Support teams' budget, including ordering, forecasting, and reporting monthly budget variances. The position requires travel to various offices as needed. Responsibilities: Excellent judgment in assessing user issues; along with intermediate trouble-shooting methodology. Develop and manage Operating Level Agreements (OLA's) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support. Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization. Ability to work for the best resolution either through own knowledge, documented resolution, or proper and timely escalation. Qualifications: Proficient in Windows 10/11 OS and core application suite; including the Microsoft Suite and various applications. Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix. Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues. Intermediate knowledge of iOS setup and troubleshooting. Knowledge of networks including wireless experience. Intermediate understanding and knowledge of Voice Over IP (VOIP) telephone systems. Demonstrates the willingness and ability to help other team members on difficult issues. Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices. Bachelor's Degree or work equivalent. Computer Science or Technical qualification is a plus. A high level of proven management experience in a professional services environment, law firm experience preferable. Audio Visual experience a plus Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues. Knowledge and the ability to support Microsoft operating system, Suite, and 365 including networking component, hardware, peripheral devices. Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business. Knowledge of ticketing applications.
*5 Days onsite* *We are unable to sponsor as this is a permanent Full time role* A prestigious company is looking for a Technology Support Manager. This role is focused on all end user support (Windows, Zoom, Webex, Skype for business, Citrix, VOIP, ITIL). This manager needs at least 6 years of management experience, they will manage 3 offices and a total of 16 people. Responsibilities: Excellent judgment in assessing user issues; along with intermediate trouble-shooting methodology. Develop and manage Operating Level Agreements (OLA's) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support. Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization. Ability to work for the best resolution either through own knowledge, documented resolution, or proper and timely escalation. Proficient in Windows 10/11 OS and core application suite; including the Microsoft Suite and various applications. Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix. Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues. Intermediate knowledge of iOS setup and troubleshooting. Knowledge of networks including wireless experience. Intermediate understanding and knowledge of Voice Over IP (VOIP) telephone systems. Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices. Adheres to use of call ticketing system for each incident (eg, request, issues, etc.). Understands and follows ticket ownership guidelines and system usage. Understanding of local office Conference Technology and procedures. Qualifications/Technology Bachelor's Degree or work equivalent. Computer Science or Technical qualification is a plus. A high level of proven management experience in a professional services environment, law firm experience preferable. Law Firm, managing a help desk or desk side experience a plus. Audio Visual experience a plus Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues. Knowledge and the ability to support Microsoft operating system, Suite, and 365 including networking component, hardware, peripheral devices. Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business. Knowledge of ticketing applications. Microsoft Windows Microsoft Office Suite M365 iManage DeskSite and FileSite Citrix/VPN iOS for iPhones, iPads and Mobile Management applications - InTune/AirWatch Polycom and Cisco Video Conference Systems Bomgar PeopleSoft SCCM Carpe Diem Avaya SCCM MFA Zoom and WebEx Microsoft Teams ITSM Ticket Management System - Service Now HP, Lenovo, MacBook laptops and desktops Avaya MFA Zoom, Teams, WebEx, Skype for Business ITSM Ticket Management System Lenovo laptops and desktops
03/10/2024
Full time
*5 Days onsite* *We are unable to sponsor as this is a permanent Full time role* A prestigious company is looking for a Technology Support Manager. This role is focused on all end user support (Windows, Zoom, Webex, Skype for business, Citrix, VOIP, ITIL). This manager needs at least 6 years of management experience, they will manage 3 offices and a total of 16 people. Responsibilities: Excellent judgment in assessing user issues; along with intermediate trouble-shooting methodology. Develop and manage Operating Level Agreements (OLA's) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support. Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization. Ability to work for the best resolution either through own knowledge, documented resolution, or proper and timely escalation. Proficient in Windows 10/11 OS and core application suite; including the Microsoft Suite and various applications. Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix. Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues. Intermediate knowledge of iOS setup and troubleshooting. Knowledge of networks including wireless experience. Intermediate understanding and knowledge of Voice Over IP (VOIP) telephone systems. Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices. Adheres to use of call ticketing system for each incident (eg, request, issues, etc.). Understands and follows ticket ownership guidelines and system usage. Understanding of local office Conference Technology and procedures. Qualifications/Technology Bachelor's Degree or work equivalent. Computer Science or Technical qualification is a plus. A high level of proven management experience in a professional services environment, law firm experience preferable. Law Firm, managing a help desk or desk side experience a plus. Audio Visual experience a plus Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues. Knowledge and the ability to support Microsoft operating system, Suite, and 365 including networking component, hardware, peripheral devices. Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business. Knowledge of ticketing applications. Microsoft Windows Microsoft Office Suite M365 iManage DeskSite and FileSite Citrix/VPN iOS for iPhones, iPads and Mobile Management applications - InTune/AirWatch Polycom and Cisco Video Conference Systems Bomgar PeopleSoft SCCM Carpe Diem Avaya SCCM MFA Zoom and WebEx Microsoft Teams ITSM Ticket Management System - Service Now HP, Lenovo, MacBook laptops and desktops Avaya MFA Zoom, Teams, WebEx, Skype for Business ITSM Ticket Management System Lenovo laptops and desktops
IT Support Manager Salary: Open + Bonus Location: Houston, TX On-site: 5 days/week Travel: Once a quarter to Austin/Dallas *We are unable to provide sponsorship for this role* Qualifications Bachelor's Degree or work equivalent. A high level of proven management experience in a professional services environment. A high level of proven experience leading Firmwide organizations. Strong Technical Background. Strong verbal and written communication skills. Excellent People skills and ability to work will all levels of staff. Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues. Knowledge and the ability to support Microsoft operating system, Suite, and 365 including networking component, hardware, peripheral devices. Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business. Knowledge of ticketing applications. Proficient in Windows 10/11 OS and core application suite; including the Microsoft Suite. Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix. Preferred Law Firm industry experience, managing a help desk or desk side. Audio Visual experience. Responsibilities Develop and manage Operating Level Agreements (OLA's) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support. Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization. Intermediate PC troubleshooting and assists other team members in troubleshooting and diagnosing issues. iOS setup and troubleshooting. Documents new findings, solutions, and processes. Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices. Adheres to use of call ticketing system for each incident (eg, request, issues, etc.). Understands and follows ticket ownership guidelines and system usage. Adheres to written procedures, checklists and all quality control associated with project rollouts. Participates in projects, tasks, or issues to ensure they are completed.
03/10/2024
Full time
IT Support Manager Salary: Open + Bonus Location: Houston, TX On-site: 5 days/week Travel: Once a quarter to Austin/Dallas *We are unable to provide sponsorship for this role* Qualifications Bachelor's Degree or work equivalent. A high level of proven management experience in a professional services environment. A high level of proven experience leading Firmwide organizations. Strong Technical Background. Strong verbal and written communication skills. Excellent People skills and ability to work will all levels of staff. Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues. Knowledge and the ability to support Microsoft operating system, Suite, and 365 including networking component, hardware, peripheral devices. Knowledge in remote meeting platforms including Zoom, WebEx and Skype for Business. Knowledge of ticketing applications. Proficient in Windows 10/11 OS and core application suite; including the Microsoft Suite. Intermediate knowledge of Remote Computing; including Zoom, WebEx, Skype for Business, and Citrix. Preferred Law Firm industry experience, managing a help desk or desk side. Audio Visual experience. Responsibilities Develop and manage Operating Level Agreements (OLA's) as well as client Service Level Agreements (SLA's) across entire Technology Services organization with respect to technology support. Manage and oversight of recruiting, hiring, performance, and professional skill development for entire their Technology Support organization. Intermediate PC troubleshooting and assists other team members in troubleshooting and diagnosing issues. iOS setup and troubleshooting. Documents new findings, solutions, and processes. Define and implement the processes that drive the Service Delivery in accordance with ITIL best practices. Adheres to use of call ticketing system for each incident (eg, request, issues, etc.). Understands and follows ticket ownership guidelines and system usage. Adheres to written procedures, checklists and all quality control associated with project rollouts. Participates in projects, tasks, or issues to ensure they are completed.
Head of IT Support Location: South West Essex (On-site, 4 days per week) Salary: £40,000 - £55,000 per annum (Permanent) About the Company: A dynamic and growing organisation based in South West Essex is seeking a talented and experienced Head of IT Support to lead their IT support team. This is a fantastic opportunity to join a customer-focused company that prides itself on delivering high-quality IT services and support. If you're a highly motivated IT professional with strong leadership skills and a passion for providing excellent service, we want to hear from you. Role Overview: As the Head of IT Support, you will play a crucial role in managing and leading the IT support function. You will oversee the daily operations of the IT support team, ensure the efficient handling of support tickets, and provide hands-on assistance with technical issues when needed. Your role will be pivotal in maintaining a smooth IT environment for both internal users and external customers. Key Responsibilities: Team Leadership & Management: Lead, mentor, and manage the IT support team, ensuring high performance and professional development. Ticketing System Management: Oversee and manage the IT ticketing system, ensuring tickets are assigned, tracked, and resolved in a timely manner. Hands-on IT Support: Provide hands-on support across a wide range of IT functions, including desktop support, server management, and troubleshooting technical issues. Desktop Support & General IT: Act as a point of escalation for the team on complex desktop and general IT issues, ensuring seamless support for both internal teams and customers. Server Management & Migrations: Manage server operations, upgrades, and migrations to ensure optimal performance and minimal downtime. Security Awareness (Preferred): Experience or interest in IT security is highly beneficial, as you will contribute to maintaining the company's cybersecurity posture. Customer Support: Collaborate closely with customers to understand their IT needs and deliver outstanding support services, maintaining excellent customer relationships. Essential Skills & Experience: Proven experience in a similar IT Support Manager or Service Manager role, with hands-on experience in desktop and general IT support. Strong leadership skills, with the ability to lead a team and manage multiple tasks in a fast-paced environment. Proficiency in managing IT ticketing systems and ensuring timely resolution of issues. Experience with server management, migrations, and upgrades. Excellent problem-solving skills and a proactive approach to IT support challenges. Strong communication skills, with the ability to liaise effectively with both technical and non-technical stakeholders. Preferred: Experience or knowledge in IT security best practices and protocols. What We Offer: Competitive salary of £40,000 - £55,000 per annum, depending on experience. The opportunity to work 4 days on-site, providing a balanced work environment. A hands-on, diverse role where you will have a direct impact on IT operations and customer success. A supportive and collaborative team environment with opportunities for professional development. How to Apply: If you are a driven and experienced IT support professional looking for your next challenge in South West Essex, apply now to join our team! We look forward to hearing from you.
03/10/2024
Full time
Head of IT Support Location: South West Essex (On-site, 4 days per week) Salary: £40,000 - £55,000 per annum (Permanent) About the Company: A dynamic and growing organisation based in South West Essex is seeking a talented and experienced Head of IT Support to lead their IT support team. This is a fantastic opportunity to join a customer-focused company that prides itself on delivering high-quality IT services and support. If you're a highly motivated IT professional with strong leadership skills and a passion for providing excellent service, we want to hear from you. Role Overview: As the Head of IT Support, you will play a crucial role in managing and leading the IT support function. You will oversee the daily operations of the IT support team, ensure the efficient handling of support tickets, and provide hands-on assistance with technical issues when needed. Your role will be pivotal in maintaining a smooth IT environment for both internal users and external customers. Key Responsibilities: Team Leadership & Management: Lead, mentor, and manage the IT support team, ensuring high performance and professional development. Ticketing System Management: Oversee and manage the IT ticketing system, ensuring tickets are assigned, tracked, and resolved in a timely manner. Hands-on IT Support: Provide hands-on support across a wide range of IT functions, including desktop support, server management, and troubleshooting technical issues. Desktop Support & General IT: Act as a point of escalation for the team on complex desktop and general IT issues, ensuring seamless support for both internal teams and customers. Server Management & Migrations: Manage server operations, upgrades, and migrations to ensure optimal performance and minimal downtime. Security Awareness (Preferred): Experience or interest in IT security is highly beneficial, as you will contribute to maintaining the company's cybersecurity posture. Customer Support: Collaborate closely with customers to understand their IT needs and deliver outstanding support services, maintaining excellent customer relationships. Essential Skills & Experience: Proven experience in a similar IT Support Manager or Service Manager role, with hands-on experience in desktop and general IT support. Strong leadership skills, with the ability to lead a team and manage multiple tasks in a fast-paced environment. Proficiency in managing IT ticketing systems and ensuring timely resolution of issues. Experience with server management, migrations, and upgrades. Excellent problem-solving skills and a proactive approach to IT support challenges. Strong communication skills, with the ability to liaise effectively with both technical and non-technical stakeholders. Preferred: Experience or knowledge in IT security best practices and protocols. What We Offer: Competitive salary of £40,000 - £55,000 per annum, depending on experience. The opportunity to work 4 days on-site, providing a balanced work environment. A hands-on, diverse role where you will have a direct impact on IT operations and customer success. A supportive and collaborative team environment with opportunities for professional development. How to Apply: If you are a driven and experienced IT support professional looking for your next challenge in South West Essex, apply now to join our team! We look forward to hearing from you.
Job Title: Service Desk Analyst Location: Dumbarton Contract Type: 6-month contract (Inside IR35) Work Mode: 5 days onsite Security Clearance: Active SC Clearance required Are you an experienced Service Desk Analyst with active SC Clearance? Join our client team in Dumbarton for an exciting opportunity! One of our clients is looking for a Service Desk Analyst to provide vital 1st line support, incident management, and troubleshooting within a secure environment. This role offers the chance to collaborate with various stakeholders and make a real impact on service delivery. Key Responsibilities: Knowledge Management: Develop and maintain Knowledge Articles to support the 1st line end-user support desk. 1st Line Support: Provide expert assistance to the 1st line desk, answering structured questions and resolving user issues. Incident Management: Manage incidents and support help desks for key contractors and subcontractors, including Cherry & White, Embark, and Ethernet Connect. Troubleshooting: Offer technical troubleshooting between various Parties and Sub-Contractors to ensure issue resolution. Collaboration: Work closely with multiple teams to deliver seamless service support. This is an urgent vacancy where the hiring manager is shortlisting for an interview immediately. Please apply with a copy of your CV and let's start the conversation! Randstad Technologies is acting as an Employment Business in relation to this vacancy.
03/10/2024
Contractor
Job Title: Service Desk Analyst Location: Dumbarton Contract Type: 6-month contract (Inside IR35) Work Mode: 5 days onsite Security Clearance: Active SC Clearance required Are you an experienced Service Desk Analyst with active SC Clearance? Join our client team in Dumbarton for an exciting opportunity! One of our clients is looking for a Service Desk Analyst to provide vital 1st line support, incident management, and troubleshooting within a secure environment. This role offers the chance to collaborate with various stakeholders and make a real impact on service delivery. Key Responsibilities: Knowledge Management: Develop and maintain Knowledge Articles to support the 1st line end-user support desk. 1st Line Support: Provide expert assistance to the 1st line desk, answering structured questions and resolving user issues. Incident Management: Manage incidents and support help desks for key contractors and subcontractors, including Cherry & White, Embark, and Ethernet Connect. Troubleshooting: Offer technical troubleshooting between various Parties and Sub-Contractors to ensure issue resolution. Collaboration: Work closely with multiple teams to deliver seamless service support. This is an urgent vacancy where the hiring manager is shortlisting for an interview immediately. Please apply with a copy of your CV and let's start the conversation! Randstad Technologies is acting as an Employment Business in relation to this vacancy.
Role : End User Digital Employee Experience Manager Location : London - hybrid working Salary : £60,000 - 65,000 + bonus + benefits We have a great opportunity with one of our insurance clients looking for an End User Digital Employee Experience (DEX) Manager. Your role will be leading and improving Digital Employee Experience within the organisation, ensuring platforms are efficient, secure, and user-friendly. The objectives of the role include leading the team, implementing solutions and maintaining/improving patching and security levels. Key responsibilities : Team Leadership: Manage and mentor DEX/Platform Engineers, ensuring service quality, security, and resource utilisation. DEX Management: Use telemetry and sentiment insights to enhance technology performance, employee satisfaction, and productivity. Platform Management: Oversee platform selection, deployment, customization, and vendor relationships. Outcome Management: Ensure delivery of key technologies (SCCM, Citrix), handle app deployment, and oversee incident management. Operations & Admin: Collaborate with security teams, manage patching compliance, integrate DEX into employee feedback, and drive automation/AI for self-healing. Experience required: IT management experience and a background in end user compute roles. Proficient with enterprise-level End User technologies (hardware, software, applications). Experience managing End User Technology and Services for diverse user bases. Skilled in ITIL processes, ITSM tools (ideally ServiceNow), and DEX tools (ideally Nexthink). Strong communication skills and able to convey complex technical issues. Experience with automated systems, Service Management tools, and managing 3rd parties. Knowledge of SCCM, Windows, Active Directory, Citrix XenApp/XenDesktop, and cloud services. Expertise in security products, device security, desktop hardening and vulnerability patching. Data analytics, problem-solving, and understanding of commercial considerations. Nice to have : Experience in a regulated environment, ie financial services/insurance, etc. PowerShell Scripting for automation. If you're interested in learning more about this opportunity, please get in touch! Thank you.
03/10/2024
Full time
Role : End User Digital Employee Experience Manager Location : London - hybrid working Salary : £60,000 - 65,000 + bonus + benefits We have a great opportunity with one of our insurance clients looking for an End User Digital Employee Experience (DEX) Manager. Your role will be leading and improving Digital Employee Experience within the organisation, ensuring platforms are efficient, secure, and user-friendly. The objectives of the role include leading the team, implementing solutions and maintaining/improving patching and security levels. Key responsibilities : Team Leadership: Manage and mentor DEX/Platform Engineers, ensuring service quality, security, and resource utilisation. DEX Management: Use telemetry and sentiment insights to enhance technology performance, employee satisfaction, and productivity. Platform Management: Oversee platform selection, deployment, customization, and vendor relationships. Outcome Management: Ensure delivery of key technologies (SCCM, Citrix), handle app deployment, and oversee incident management. Operations & Admin: Collaborate with security teams, manage patching compliance, integrate DEX into employee feedback, and drive automation/AI for self-healing. Experience required: IT management experience and a background in end user compute roles. Proficient with enterprise-level End User technologies (hardware, software, applications). Experience managing End User Technology and Services for diverse user bases. Skilled in ITIL processes, ITSM tools (ideally ServiceNow), and DEX tools (ideally Nexthink). Strong communication skills and able to convey complex technical issues. Experience with automated systems, Service Management tools, and managing 3rd parties. Knowledge of SCCM, Windows, Active Directory, Citrix XenApp/XenDesktop, and cloud services. Expertise in security products, device security, desktop hardening and vulnerability patching. Data analytics, problem-solving, and understanding of commercial considerations. Nice to have : Experience in a regulated environment, ie financial services/insurance, etc. PowerShell Scripting for automation. If you're interested in learning more about this opportunity, please get in touch! Thank you.
*This is a 2nd shift role, 2:30pm-11:00pm, Tuesday thru Saturday each week* *Position is bonus eligible* Prestigious Financial Company is currently seeking a Production Server Operations Administrator. Candidate will provide 1st Level Support, escalation, and resolution for Incidents with minimal supervision and a high degree of decision making. Assist Operations Manager in ensuring adequate staff coverage, and other managerial duties in his/her absence. Assist in ensuring critical processing requirements are met by escalating and tracking Incidents in a consistent and timely manner to ensure that Quality Standards are met. Responsibilities: Employ first-level Incident identification and resolution techniques to address interruptions across Mainframe, UNIX, Windows, and Network platforms. Monitor multiple applications and systems using approved software. Monitor and respond to applications/systems alerts across all platforms in accordance with Quality Standards and/or Security Policies. Report and document any processing anomalies utilizing approved software. Maintain processing records and logs Escalate Production Incidents to Second-Level support as required per policy to ensure a timely resolution. Perform Mainframe IPL's, and other system commands if and when Support transmissions across SFTP/NDM. Support the execution and troubleshooting of UC4 jobs. Provide support for Production Installs, D/R and Industry tests. Maintain all off-site storage records and shipments. Rerun/Restart failed backups and perform restores when required. Work scheduled overtime when needed to ensure 24 x 7 coverage. Must adhere to all Production Operations policies and procedures Appreciation of the critically and timeliness of Service Level Agreements. Assist Management in updating and maintaining current procedures. Focus on identifying and executing on Continuous Improvement opportunities. Qualifications: Network troubleshooting. UNIX knowledge. UC4 Scheduler. Mobius via Document Direct. zOS/390 JCL, IBM utilities Transmission protocols: SFTP/NDM. Operating systems: Unix, Windows, zOS/390 Strong Desktop skills Microsoft Office Suite 5+ years of OS390 JCL and IBM utilities 5+ years working in a multi-platform environment 5+ years working knowledge of an open systems scheduling product (UC4). 5+ years working knowledge of Mobius/Brio. DevOps experience desired but not required. College degree in Computer Information Systems desired, but equivalent work experience will be considered
02/10/2024
Full time
*This is a 2nd shift role, 2:30pm-11:00pm, Tuesday thru Saturday each week* *Position is bonus eligible* Prestigious Financial Company is currently seeking a Production Server Operations Administrator. Candidate will provide 1st Level Support, escalation, and resolution for Incidents with minimal supervision and a high degree of decision making. Assist Operations Manager in ensuring adequate staff coverage, and other managerial duties in his/her absence. Assist in ensuring critical processing requirements are met by escalating and tracking Incidents in a consistent and timely manner to ensure that Quality Standards are met. Responsibilities: Employ first-level Incident identification and resolution techniques to address interruptions across Mainframe, UNIX, Windows, and Network platforms. Monitor multiple applications and systems using approved software. Monitor and respond to applications/systems alerts across all platforms in accordance with Quality Standards and/or Security Policies. Report and document any processing anomalies utilizing approved software. Maintain processing records and logs Escalate Production Incidents to Second-Level support as required per policy to ensure a timely resolution. Perform Mainframe IPL's, and other system commands if and when Support transmissions across SFTP/NDM. Support the execution and troubleshooting of UC4 jobs. Provide support for Production Installs, D/R and Industry tests. Maintain all off-site storage records and shipments. Rerun/Restart failed backups and perform restores when required. Work scheduled overtime when needed to ensure 24 x 7 coverage. Must adhere to all Production Operations policies and procedures Appreciation of the critically and timeliness of Service Level Agreements. Assist Management in updating and maintaining current procedures. Focus on identifying and executing on Continuous Improvement opportunities. Qualifications: Network troubleshooting. UNIX knowledge. UC4 Scheduler. Mobius via Document Direct. zOS/390 JCL, IBM utilities Transmission protocols: SFTP/NDM. Operating systems: Unix, Windows, zOS/390 Strong Desktop skills Microsoft Office Suite 5+ years of OS390 JCL and IBM utilities 5+ years working in a multi-platform environment 5+ years working knowledge of an open systems scheduling product (UC4). 5+ years working knowledge of Mobius/Brio. DevOps experience desired but not required. College degree in Computer Information Systems desired, but equivalent work experience will be considered
Request Technology - Craig Johnson
Chicago, Illinois
*This is a 2nd shift role, 2:30pm-11:00pm, Tuesday thru Saturday each week* *Position is bonus eligible* Prestigious Financial Company is currently seeking a Production Server Operations Administrator. Candidate will provide 1st Level Support, escalation, and resolution for Incidents with minimal supervision and a high degree of decision making. Assist Operations Manager in ensuring adequate staff coverage, and other managerial duties in his/her absence. Assist in ensuring critical processing requirements are met by escalating and tracking Incidents in a consistent and timely manner to ensure that Quality Standards are met. Responsibilities: Employ first-level Incident identification and resolution techniques to address interruptions across Mainframe, UNIX, Windows, and Network platforms. Monitor multiple applications and systems using approved software. Monitor and respond to applications/systems alerts across all platforms in accordance with Quality Standards and/or Security Policies. Report and document any processing anomalies utilizing approved software. Maintain processing records and logs Escalate Production Incidents to Second-Level support as required per policy to ensure a timely resolution. Perform Mainframe IPL's, and other system commands if and when Support transmissions across SFTP/NDM. Support the execution and troubleshooting of UC4 jobs. Provide support for Production Installs, D/R and Industry tests. Maintain all off-site storage records and shipments. Rerun/Restart failed backups and perform restores when required. Work scheduled overtime when needed to ensure 24 x 7 coverage. Must adhere to all Production Operations policies and procedures Appreciation of the critically and timeliness of Service Level Agreements. Assist Management in updating and maintaining current procedures. Focus on identifying and executing on Continuous Improvement opportunities. Qualifications: Network troubleshooting. UNIX knowledge. UC4 Scheduler. Mobius via Document Direct. zOS/390 JCL, IBM utilities Transmission protocols: SFTP/NDM. Operating systems: Unix, Windows, zOS/390 Strong Desktop skills Microsoft Office Suite 5+ years of OS390 JCL and IBM utilities 5+ years working in a multi-platform environment 5+ years working knowledge of an open systems scheduling product (UC4). 5+ years working knowledge of Mobius/Brio. DevOps experience desired but not required. College degree in Computer Information Systems desired, but equivalent work experience will be considered
02/10/2024
Full time
*This is a 2nd shift role, 2:30pm-11:00pm, Tuesday thru Saturday each week* *Position is bonus eligible* Prestigious Financial Company is currently seeking a Production Server Operations Administrator. Candidate will provide 1st Level Support, escalation, and resolution for Incidents with minimal supervision and a high degree of decision making. Assist Operations Manager in ensuring adequate staff coverage, and other managerial duties in his/her absence. Assist in ensuring critical processing requirements are met by escalating and tracking Incidents in a consistent and timely manner to ensure that Quality Standards are met. Responsibilities: Employ first-level Incident identification and resolution techniques to address interruptions across Mainframe, UNIX, Windows, and Network platforms. Monitor multiple applications and systems using approved software. Monitor and respond to applications/systems alerts across all platforms in accordance with Quality Standards and/or Security Policies. Report and document any processing anomalies utilizing approved software. Maintain processing records and logs Escalate Production Incidents to Second-Level support as required per policy to ensure a timely resolution. Perform Mainframe IPL's, and other system commands if and when Support transmissions across SFTP/NDM. Support the execution and troubleshooting of UC4 jobs. Provide support for Production Installs, D/R and Industry tests. Maintain all off-site storage records and shipments. Rerun/Restart failed backups and perform restores when required. Work scheduled overtime when needed to ensure 24 x 7 coverage. Must adhere to all Production Operations policies and procedures Appreciation of the critically and timeliness of Service Level Agreements. Assist Management in updating and maintaining current procedures. Focus on identifying and executing on Continuous Improvement opportunities. Qualifications: Network troubleshooting. UNIX knowledge. UC4 Scheduler. Mobius via Document Direct. zOS/390 JCL, IBM utilities Transmission protocols: SFTP/NDM. Operating systems: Unix, Windows, zOS/390 Strong Desktop skills Microsoft Office Suite 5+ years of OS390 JCL and IBM utilities 5+ years working in a multi-platform environment 5+ years working knowledge of an open systems scheduling product (UC4). 5+ years working knowledge of Mobius/Brio. DevOps experience desired but not required. College degree in Computer Information Systems desired, but equivalent work experience will be considered
Title: Platform Service Manager Salary: up to £70k DOE + Bonus Location: Hybrid - Manchester About the role: Seeking an experienced Platform Service Delivery manager to lead and oversee our global technology support and customer service operations. This role is critical in ensuring that the technology platforms and services are delivered efficiently and effectively, supporting the client's global community of professionals and internal teams . In this role, you will be responsible for managing the day-to-day operations of the client's technology service platform, driving high performance, ensuring reliability, and enhancing the customer experience. You will lead a team of approximately 20 technology professionals, covering areas such as Service Desk, Application Support, Project Delivery, and Platform Administration. As they continue to experience rapid growth, this role will be pivotal in supporting the client's expansion and ensuring the technology services scale accordingly . Key Responsibilities: Lead a team of approximately 20 technology professionals to deliver exceptional platform service to a global community of over 3,000 users and 6,000 devices. Oversee the support and management of our internal technology platforms, including custom-built software, third-party applications, and Microsoft 365. Ensure the consistent delivery of high-quality, customer-centric support across all technology services. Manage and develop service operations, focusing on continuous improvement of service performance, platform reliability, and customer satisfaction. Drive improvements across key Service Management processes, including Incident & Escalation Management, Change Control, and Asset Management. Use service metrics and customer feedback to identify areas for improvement, ensuring timely and effective resolution of technical issues. Maintain and build positive relationships with technology suppliers, overseeing contract and service management, billing, and governance processes. Work closely with internal departments such as Sales, Recruitment, Customer Support, and Finance to support broader business objectives. Provide leadership, coaching, and mentorship to the Technology Service team, fostering a culture of continuous learning and operational excellence. Manage complex technical environments and ensure that the team is equipped to handle high-level issues and service escalations. Required Skills and Experience: Bachelor's degree in Computer Science, Information Technology, or a related field. Minimum of 5 years of experience in IT operations, platform management, or a similar role. Proven track record of leading technical teams and managing complex technology environments. Strong experience with Service Management frameworks such as ITIL or SDI Management. Exceptional leadership and team management skills, with a focus on customer service and operational excellence. Excellent communication skills and the ability to work effectively with cross-functional teams and external partners. The client does not provide sponsorship so applicants must be UK citizens or not require any additional sponsorship to change roles.
02/10/2024
Full time
Title: Platform Service Manager Salary: up to £70k DOE + Bonus Location: Hybrid - Manchester About the role: Seeking an experienced Platform Service Delivery manager to lead and oversee our global technology support and customer service operations. This role is critical in ensuring that the technology platforms and services are delivered efficiently and effectively, supporting the client's global community of professionals and internal teams . In this role, you will be responsible for managing the day-to-day operations of the client's technology service platform, driving high performance, ensuring reliability, and enhancing the customer experience. You will lead a team of approximately 20 technology professionals, covering areas such as Service Desk, Application Support, Project Delivery, and Platform Administration. As they continue to experience rapid growth, this role will be pivotal in supporting the client's expansion and ensuring the technology services scale accordingly . Key Responsibilities: Lead a team of approximately 20 technology professionals to deliver exceptional platform service to a global community of over 3,000 users and 6,000 devices. Oversee the support and management of our internal technology platforms, including custom-built software, third-party applications, and Microsoft 365. Ensure the consistent delivery of high-quality, customer-centric support across all technology services. Manage and develop service operations, focusing on continuous improvement of service performance, platform reliability, and customer satisfaction. Drive improvements across key Service Management processes, including Incident & Escalation Management, Change Control, and Asset Management. Use service metrics and customer feedback to identify areas for improvement, ensuring timely and effective resolution of technical issues. Maintain and build positive relationships with technology suppliers, overseeing contract and service management, billing, and governance processes. Work closely with internal departments such as Sales, Recruitment, Customer Support, and Finance to support broader business objectives. Provide leadership, coaching, and mentorship to the Technology Service team, fostering a culture of continuous learning and operational excellence. Manage complex technical environments and ensure that the team is equipped to handle high-level issues and service escalations. Required Skills and Experience: Bachelor's degree in Computer Science, Information Technology, or a related field. Minimum of 5 years of experience in IT operations, platform management, or a similar role. Proven track record of leading technical teams and managing complex technology environments. Strong experience with Service Management frameworks such as ITIL or SDI Management. Exceptional leadership and team management skills, with a focus on customer service and operational excellence. Excellent communication skills and the ability to work effectively with cross-functional teams and external partners. The client does not provide sponsorship so applicants must be UK citizens or not require any additional sponsorship to change roles.
Are you a Senior Technical Support Analyst looking for your next career opportunity? Are you looking for a fast paced business that works with customers on the next technology? Are you looking for an opportunity to learn new technology and take on more responsibilities? Join our dynamic MSP client's team as a Senior Technical Analyst! You'll work hands-on with clients and colleagues working on all levels of IT Support, plenty of technical projects, some presales work and working with customers with the on boarding and solution assessment. A very exciting opportunity to join a well established MSP and take your career to the next level! What You'll Do: - Act as an escalation point for the other Support Engineers offering advice and guidance - Delivering and managing client projects - Monitor and manage client issues ensuring they are moved along and completed in a timely manner - Investigating technical faults and providing regular updates to the clients - Occasionally you may be required to step up and deputise for the Support Manager or Service Desk Manager when out of office. - Collaborate with all levels of colleagues to deliver smooth IT implementations. - Provide exceptional customer support and technical advice whilst working to SLAs and KPIs Key Skills & Experience: - Windows Server 2016, 2019 and 2022 - Office 365 - Exchange, SharePoint (Admin and Migrations), Dynamics etc - Azure - Scoping and building Virtual Machines, Networking and overall management - Experience with Cyber Security tools and technologies - VoIP installation, configuration and general administration - Proficient in networking support with Switches, Routers, access points, Firewalls, VPNs, VLANs, DNS, DHCP, TCP/IP and WAN/LAN technologies - Strong communication and problem-solving skills. - Previous experience in an MSP environment Location: Liverpool Work Pattern: 8:30am - 5:30pm Monday to Friday (Hybrid) Salary: £40k-£50k DOE If you have the relevant skills above and want to join a growing and market leading MSP in the Liverpool area that can offer you further career development opportunities, training, hybrid working and a competitive contract package, we want to hear from you! This is an urgent role that needs filling ASAP so apply now!
02/10/2024
Full time
Are you a Senior Technical Support Analyst looking for your next career opportunity? Are you looking for a fast paced business that works with customers on the next technology? Are you looking for an opportunity to learn new technology and take on more responsibilities? Join our dynamic MSP client's team as a Senior Technical Analyst! You'll work hands-on with clients and colleagues working on all levels of IT Support, plenty of technical projects, some presales work and working with customers with the on boarding and solution assessment. A very exciting opportunity to join a well established MSP and take your career to the next level! What You'll Do: - Act as an escalation point for the other Support Engineers offering advice and guidance - Delivering and managing client projects - Monitor and manage client issues ensuring they are moved along and completed in a timely manner - Investigating technical faults and providing regular updates to the clients - Occasionally you may be required to step up and deputise for the Support Manager or Service Desk Manager when out of office. - Collaborate with all levels of colleagues to deliver smooth IT implementations. - Provide exceptional customer support and technical advice whilst working to SLAs and KPIs Key Skills & Experience: - Windows Server 2016, 2019 and 2022 - Office 365 - Exchange, SharePoint (Admin and Migrations), Dynamics etc - Azure - Scoping and building Virtual Machines, Networking and overall management - Experience with Cyber Security tools and technologies - VoIP installation, configuration and general administration - Proficient in networking support with Switches, Routers, access points, Firewalls, VPNs, VLANs, DNS, DHCP, TCP/IP and WAN/LAN technologies - Strong communication and problem-solving skills. - Previous experience in an MSP environment Location: Liverpool Work Pattern: 8:30am - 5:30pm Monday to Friday (Hybrid) Salary: £40k-£50k DOE If you have the relevant skills above and want to join a growing and market leading MSP in the Liverpool area that can offer you further career development opportunities, training, hybrid working and a competitive contract package, we want to hear from you! This is an urgent role that needs filling ASAP so apply now!
Our client, a specialist Insurer is seeking an EUC Digital Employee Experience Manager to manage and improve the DEX services within the company as well as End User platforms. Essential skills: Experienced End User Engineer Background in managing or leading teams Experienced with Digital Experience and End User management tools Citrix, XenDesktop and Citrix cloud PowerBI This is a permanent role and will be based in the office 3 days per week in Central London. The role is paying between £60,000 - £70,000 plus bonus & benefits. If you feel you have the right skill set, please apply. Successful candidates will be contacted within 2 working days. The processing and use by us of your personal data is in accordance with our Privacy Notice which can be found on our website. William Alexander Diversity & Inclusion Policy, actively promotes the principles of equality, diversity and inclusion in all its dealings with employees, workers, job applicants, clients, customers, suppliers, contractors and the public. We fully feel an inclusive work culture where people of different backgrounds are valued equally will ensure better outcomes for us all and we approach recruitment for our clients.
01/10/2024
Full time
Our client, a specialist Insurer is seeking an EUC Digital Employee Experience Manager to manage and improve the DEX services within the company as well as End User platforms. Essential skills: Experienced End User Engineer Background in managing or leading teams Experienced with Digital Experience and End User management tools Citrix, XenDesktop and Citrix cloud PowerBI This is a permanent role and will be based in the office 3 days per week in Central London. The role is paying between £60,000 - £70,000 plus bonus & benefits. If you feel you have the right skill set, please apply. Successful candidates will be contacted within 2 working days. The processing and use by us of your personal data is in accordance with our Privacy Notice which can be found on our website. William Alexander Diversity & Inclusion Policy, actively promotes the principles of equality, diversity and inclusion in all its dealings with employees, workers, job applicants, clients, customers, suppliers, contractors and the public. We fully feel an inclusive work culture where people of different backgrounds are valued equally will ensure better outcomes for us all and we approach recruitment for our clients.
SCCM Specialist + DV Cleared role + Onsite + Outside IR35 + 6 month initial contract Key Skills: + SCCM/MECM + App-V & VDI Gold + MS Server + WSUS + £500 to £540 per day Candidates must have a minimum of 3 years prior Service Design experience of designing enterprise solutions and have the ability to produce design documentation artefacts including high level designs, low level designs, installation and operation guides as well as technical notes and knowledge base documentation within medium to large scale Software Distribution solutions: Configuration Manager Current Branch. App-V (packaging and distribution - standalone and integrated). VDI Gold Image. Deployment and ongoing management of Office 2013, 2016 and O365. Infrastructure design and installation. WSUS Essential Skills Prototyping of server & desktop builds with SCCM. Use of Configuration Management system to update and retrieve software and config data. Team player but can also work unsupervised. Expert level diagnostic and logical fault-finding skills to a 4th line level. Understating of network protocols (eg HTTP, HTTPS, TCP etc ) and associated technologies (eg AD, GPO's, SSL, IIS, WDS). Exposure and working knowledge of both physical and virtual environments. Virtual infrastructure skills, administration for templates, clones and virtual disks.
01/10/2024
Contractor
SCCM Specialist + DV Cleared role + Onsite + Outside IR35 + 6 month initial contract Key Skills: + SCCM/MECM + App-V & VDI Gold + MS Server + WSUS + £500 to £540 per day Candidates must have a minimum of 3 years prior Service Design experience of designing enterprise solutions and have the ability to produce design documentation artefacts including high level designs, low level designs, installation and operation guides as well as technical notes and knowledge base documentation within medium to large scale Software Distribution solutions: Configuration Manager Current Branch. App-V (packaging and distribution - standalone and integrated). VDI Gold Image. Deployment and ongoing management of Office 2013, 2016 and O365. Infrastructure design and installation. WSUS Essential Skills Prototyping of server & desktop builds with SCCM. Use of Configuration Management system to update and retrieve software and config data. Team player but can also work unsupervised. Expert level diagnostic and logical fault-finding skills to a 4th line level. Understating of network protocols (eg HTTP, HTTPS, TCP etc ) and associated technologies (eg AD, GPO's, SSL, IIS, WDS). Exposure and working knowledge of both physical and virtual environments. Virtual infrastructure skills, administration for templates, clones and virtual disks.