IT Services Manager

Broadbean Arcus Solutions Ltd
12 Apr 2018
27 Apr 2018
Contract Type
Full Time
IT Support Manager

Redditch, Birmingham


We are a group of companies providing comprehensive and customer-focused Facility Management solutions. Our approach to Facilities Management is service-led, focusing on proactive strategies for providing the right service, at the right time and the right cost, whilst adhering to our core values.

The Role

Arcus is currently recruiting for an IT Support Manager responsible for the operational IT function. The overall remit of this role is to manage and improve the day to day operational IT service delivered to colleagues across multiple locations in delivering excellent level of customer service to all colleagues in the business.


* Strong technical knowledge and leadership in supporting the IT team in a 24 x7 environment
* End to end IT asset and lifecycle management to include procurement, stock and inventory management, request fulfilment, maintenance, storage and disposal
* Manage the end to end IT support ticketing system and lifecycle, allocating work, ensuring timely completion of tickets, liaising with internal colleagues and the IT team
* Deliver & manage the overall service to ITIL Service Management Best Practice standards by driving cost efficiencies and effectiveness of IT Services
* Keep current with the latest technologies and determine the future desktop and peripheral technology requirements of the business
* Manage internal colleague expectations with regards to IT support service, resolving escalated issues to ensure colleague satisfaction
* Provide regular reports on KPI's, highlighting trends, risks and recommending opportunities for continuous improvement
* Provide assistance in hardware set up, configuration and software installation and troubleshooting of IT desktops, peripheral and mobile devices, as required.
* Control IT support spend to within pre-agreed budget and provide regular reports analysing trends, risks and recommending opportunities for improvement
* Develop, implement and manage IT Service Improvement Plan should the service not meet business expectations


* Astute knowledge of desktop, mobile devices, telecommunications, peripherals, networks, security, applications, client server software and system tools including Microsoft/Network technical certification
* An extensive background of managing the end user IT service and infrastructure support
* A background within team management, ITIL service management and implementation
* Competent in delivering management of IT Support Services, infrastructure and systems
* Significant ITIL Service Management exposure, including ITIL Management certification (foundation)

Other Factors

* This role will involve national travel across the UK as defined by the business in addition, the role will require a flexible post holder for on call duty.


In addition to a competitive salary, Arcus employees also receive various benefits. Including the following:

* 33 days annual leave, including bank holidays
* Various Learning and Development opportunities
* Life Assurance, Gym discounts and childcare vouchers
* Contributory pension of up to 6%
* Discretionary bonus schemes
* Car allowance

Please note that due to the high volume of applications received, we are unable to respond to those who do not meet the required criteria for this role.
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