The 3rd Line Support Manager will provide the leadership and management necessary to inspire a shared IT services team to successfully deliver on the business strategy in relation to the services Ultima provides to its customers. You will ensure operational effectiveness and successful project delivery (where appropriate) in relation to support requirements and certify the 3rd line support function is able to provide an adequate service to Ultima customers. You will be responsible for delivering cost effective, efficient solutions and services to Ultima’s Customers, providing recommendations to the Head of Service Operations on how the overall Managed Services strategy translates into opportunities driven by the 3rd line Support team.
You will collate and communicate significant risks to the management team in relation to the solutions/services delivered, ensuring minimal unplanned downtime balanced against changes/projects required to successfully execute the support/strategy. You will provide adequate business continuity and disaster recovery planning/capabilities within the 3rd line support team and the wider managed services department
You will have accountability for the delivery and performance of the 3rd line support team. You will own infrastructure related initiatives whilst following standard project requirements when planning and participating in new activities. Working with and providing feedback to the Manged services management team in relation to evolving practices, technologies and opportunities.
An integral element of this position is directly managing the 3rd line Support team members effectively. You will be responsible for the personal development of team members and provide coaching and clear guidance to ensure performance meets business expectations. You will be accountable for driving standardisation across processes, technologies and solutions used within the 3rd line team, whilst endeavouring to provide excellent levels of customer service to all service desk users at all tim