IT Support Manager (flexible location +/- 3hrs GMT)

The IT Support Manager will be responsible for developing and overseeing the IT Support function for the network. This new role will include, initially, defining a structured approach to IT Support with equity of support provision globally and defining the support strategy in line with the IT Manager, who you will report to.

The IT team is in its early stages of growth, so working alongside the IT Manager to assist Support team growth in the first instance will be key in developing part of the wider IT function.

Early establishment on the future vision of IT Support resources will be fundamental. You will be a key part in forming a recommendation on an approach with regard to sourcing and using internal and potentially external support resources.

On a continual basis, you will manage initially, a small team and ensure that the most suitable ticketing systems, processes and other support tools are put in place. You will also be responsible for developing user satisfaction measures with the IT Manager and aligning the associated support responses.

Key responsibilities

• Establishing the mechanisms of the IT Support function in line with the IT Manager and the wider network strategy.
• Develop and manage a team of IT Support resources Input into IT Strategy and other IT related projects where related to the role. This will be a particular focus for the first six months in the role.
• Define, agree and manage the performance measures for the IT Support function.
• Roll out a series of IT Support tools including a ticketing system, device management and remote support software and a mechanism for gathering support request statistics.
• Working with the wider IT team to develop and present induction and other training material and focus sessions to the network or other smaller teams
• Provide hands-on IT Support to users across the network
• Continual review of the suitability, performance and direction of the IT Support function
• Support to the wider IT team if required

Experience and competencies

• Relevant experience in an IT Support Manager role
• Experience managing a small team in a remote environment
• A strong security-focused mindset
• Development of KPIs, SLAs and ideally XLAs
• Generating user and team benefit from an IT ticketing system
• Using ticketing reports to empower the team’s development and to discover areas of priority in user training/IT improvements
• Experience in an Apple and Google Workspace environment is advantageous
• Working with a team of Application specialists to provide a well-rounded user-facing IT experience
• Project coordination or management is desirable
• Start-up or scale-up experience is desirable
• Strong interest in climate and the environment
• Excellent command of the English language (both spoken and written)
• The disposition to work generously with colleagues in a high-trust global community of peers
• The strong multi-disciplinary skillset necessary to flourish in a fast-paced and wide-ranging work environment and work nimbly across phone/video conferencing, time zones, slack, email, Trello, etc.

What we offer

• The unique opportunity to work as part of a highly dynamic, international group of individuals who combine their passion to make a difference with a rigorous and results-oriented approach to work;
• A flexible work environment and a space to develop and challenge yourself;
• A full-time position with a consultant or employment contract (subject to location) for 12 months, with a possible renewal after one year.

Location

Flexible location within +/- 3hrs GMT. You must have the right to work in your location. We may have co-working spaces in some locations.