IT Application Support Service Manager

At Mace, our purpose is to redefine the boundaries of ambition. We believe in creating places that are responsible, bringing transformative impact to our people, communities, and societies across the globe. To learn more about our purpose, culture, and priorities, visit our strategy site.

Within our consult business we harness our unique combination of leading-edge practical expertise and project delivery consultancy to unlock the potential in every project.

Our values shape the way we consult and define the people we want to join us on our journey, they are:

• Safety first - Going home safe and well.
• Client focus -Deliver on our promise.
• Integrity - Always do the right thing.
• Create opportunity - for our people to excel.

The role is for an IT Service Manager, leading a team of IT Analysts helping our global user base with day-to-day 1st line technical support with SaaS software solutions and within the Mace environment.  It is a client-facing role supporting fee-earning projects and programmes. 

You will be supporting the IPMO and a global client with their Capital Portfolio Management by leading a global team providing IT support directly to IPMO and the client. 

You'll be responsible for:

• Enable digital systems to be effectively managed with a support wrap that allows the wider project team to be at full capacity and enable better delivery of projects for our clients.
• Adhere to support a structured development lifecycle that includes requirements definition, design, development and testing, user acceptance testing, deployment, handover and post-implementation support.
• Ensure the business-critical IT systems and infrastructure of the programme is fully supported by leading the 1st/2nd line support of software and user access.
• You will be responsible for initially managing several support analysts across the globe. 
• Leading a team of support analysts 
• Supporting the team in raising IT tickets, inclusive of self-management of your own tickets
• Onboarding and offboarding employees, ensuring all are trained in how to use our equipment and systems securely and correctly.
• Working with the ITPM and Digital Lead to set up the 'service wrap' for any new software deployment
• Installation of software's once approved.
• Document IT procedures, user guides, and troubleshooting steps to create a knowledge base for future reference.
• Assisting with Asset Management.

You'll need to have:

• 5+ years of relevant IT support experience is expected. You will also have an understanding of ITIL v4 and work to this framework.
• Experience of developing and supporting Smartsheet software is vital.
• Knowledge of Capital Planning processes.
• Experience of leading 1st line support analysts on a number of PMO software, including Planview, Aconex, Smartsheet, SharePoint.
• Knowledge of the Microsoft 365 tech stack including the Office 365 suite including Outlook, Teams, OneDrive, SharePoint.
• Knowledge of Power BI and MS Azure environment.
• Experience of building a small IT support function from inception, including proposing the support wrap for software being implemented.
• Knowledge of request, incident, change processes.
• Ability to troubleshoot a range of technical issues. 
• Ability of when to know to escalate issues with the relevant internal teams.
• Ability to work independently and collaboratively in a fast-paced environment.
• A firm commitment and apply knowledge of the principles of the Data Protection Act 2018/GDPR
• Being flexible with working patterns.
• Experienced in setting up/use of a ticketing system to log contacts, update ticket progression, direct to resolver groups and resolve tickets.
• Knowledge base creation and maintenance.
• User FAQ creation and maintenance.
• Support report creation and maintenance.
• Continual service improvement mindset.

You'll also have:

• The ability to work collaboratively as part of a team. 
• A willingness to share knowledge and support the development of others. 
• The confidence to ask questions, make suggestions and challenge the status quo. 
• Excellent written and oral communication skills and presentational skills.
• A commitment to working inclusively. 
• An aptitude for problem-solving.
• Good interpersonal skills.

Mace is an inclusive employer and welcomes interest from a diverse range of candidates. Even if you feel you do not fulfil all the criteria, please apply as you may still be the best candidate for this role or another role within our organization. 

We are also open to discussing part time, flexible, and hybrid working options if suitable within the role.

Apply now for a confidential discussion. 

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