Description

H&P are working with a global leader in the legal sector, with over 10,000 employees and offices around the world.

For their office in Frankfurt they seek a Technology Support Manager, who will have the opportunity to lead a team (9 people), so this would be great for a support specialist who wants to make the jump into a leadership role, whilst remaining hands on.

Core Responsibilities:

Service Management

  • Maintain high performing service support functions in the German offices with emphasis on customer care and client service.
  • Take ownership of reported support issues, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • Be accountable for the quality of service and performance of the Support Service functions

Desktop Support

  • Ensure that the ticketing system is appropriately managed such that tickets (incidents and requests) are resolved in an efficient manner that all work is appropriately logged and tracked through Service Desk ticketing system.
  • Manage and maintain IT equipment inventory records in-line with information security and asset management policies.
  • Ensure that PC assignment, account and office setups are completed before start date for all new joiners.
  • Coordinate with Office Operations the IT support for room moves and other internal changes

Audio Visual Support

  • Oversight and support of the Audio Visual team with the resourcing and day-to-day provision of video conferencing and meeting room support to the client and internal meeting rooms.
  • Develop and promote close working and interaction between Desktop Support and Audio Visual support

Supervisory Responsibilities:

  • Supervise and manage the day-to-day operation of the IT Support Services and AV functions within the German offices.
  • Maintain a high degree of quality control and management.
  • Develop and maintain key stakeholder relationships with the German offices.
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles.

  • 2 + years experience in a similar role.
  • Must be self-motivated and able to multitask and work in a fast-paced environment.
  • Must have excellent communications skills, computer skills, customer service skills, follow-up skills and organizational skills.
  • Excellent problem solving and troubleshooting skills with the ability to think creatively. Strong analytical skills.
  • Creative and detail oriented person with the willingness to learn.
  • College degree or relative work experience.
  • Previous experience of managing and developing teams
  • Fluent German and English language skills