DX Support Manager

Do you want the opportunity to join and lead an an exciting team of people who are obsessed with providing exceptional customer contact? IPI are a Purpose and People led business, who have been awarded a three star rating from Best Companies, the highest level of award.

We have an exciting opportunity for a professional and experienced IT Managed Services Team Leader or Manager to join our business in the role of DX Support Manager.

IPI provide mission critical infrastructure and services to our customers using our own Core Cloud, Network and Voice Platforms as well as Microsoft Azure and Office 365 cloud services. In this position, the successful applicant will be responsible for providing technical leadership, guidance and mentoring to our DX Support team building a culture of Exceptional Customer contact. This is an exciting opportunity for someone to take the lead on building an exceptional team with support provided for the successful candidate to define operational processes, develop training plans and grow the team in what is a critical part of the IPI business.

Our people are based across the UK, with hubs in our 3 office locations: Reading, London and Manchester.

What does the role involve?

• Lead, Manage and develop a team of engineers across our core DX disciplines Cloud & Outsourced IT, Software Defined Networking , Voice & Unified Communications.
• Work to improve technical standards, processes and practices within the team.
• Work as part of a Matrix support function with colleagues within IPI CX discipline to support customers/services where DX service(s) provide the platform for the customer application.
• Develop the DX support teams technical and operational skills enhancing the customer experience and reducing the time spent per ticket.
• Foster a positive team culture aligned with the IPI values “we aim higher, we are always evolving, we Own it & We succeed together”.
• Evolve IPI monitoring capabilities, ensuring we are always on the front foot proactively supporting our customers.
• Identify tool and working practices to help to deliver efficiencies and increase productivity, enabling engineers to focus on delivering exceptional customer contact.
• Provide a point of escalation for the team and be the focal point for major incidents in the DX space.
• Manage the allocation of tickets across the team to match tickets to experience and skill as well as to balance engineer utilisation.
• Report on and maintain DX support Key Performance Indicators of Customer Satisfaction, Service Availability, Support response times & Internal and Vendor Escalation budgets.
• Work with delivery team leaders to ensure efficient & Simple processes are in place to successfully and quickly transition services into BAU support as part of a go live process.

You will have the following skills and attributes:

• Strong leadership skills people management experience.
• Excellent interpersonal and communication skills.
• Be a logical problem solver.
• Be a great collaborator, communicator, and team player.
• Have a strong sense of customer service and appreciation of delivering service excellence against our philosophy of providing Exceptional Customer Contact.
• Good knowledge of ITIL practices.

You will have the following relevant technical skills and demonstrable experience:

• Great all-round knowledge and experience within IT support with specialisms to complement.
• Knowledge of Windows Server, Windows Desktop, Active Directory, Domain services and relevant fault finding, monitoring and management processes.
• Knowledge of Azure services such as Azure Active Directory Domain Services, Azure Cloud Computing & Azure Discrete Services .
• Knowledge of Office 365 user, security and data management tools and services.
• Knowledge of Mobile Device Management and automation services such as Intune and AutoPilot.
• Knowledge of VMWare Virtualization services, focused on Virtual resource provision of multi-tenant clusters deployed via VCloud Director.
• Knowledge of backup solutions such as VEEAM Cloud Connect.
• Knowledge of Fortinet Software Defined Networking, including WAN, LAN (switching & Wifi) and Next Generation Firewall services .
• Knowledge of Email filtering & Data Loss Prevention services provided by Mimecast.
• Knowledge of Operating & Supporting large end point estates across multiple customer tenants focused around Dell Hardware with the use of Sophos AV, Datto RMM as central management tools.