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Managed Service Support Supervisor

 

Managed Service Support Supervisor

  • JR-126529
  • London
  • Managed Services
  • Full time
Managed Service Support Supervisor

Company Profile 

Equinix is one of the fastest-growing data centre companies, growing connectivity between clients worldwide. With 200 data centres in over 24 countries spanning across 5 continents, we are home to the Cloud, supporting over 1000 Cloud and IT services companies that are directly engaged in technological innovation and development. Interconnection is key to the growth and success of Equinix.  

We hire hard-working people who thrive on solving complex problems and give them opportunities to hone new skills, try innovative approaches and grow in new directions. Our culture is at the heart of our success and it is our authentic, gritty people who have built The Magic of Equinix. We share a real passion for winning and putting the customer at the centre of everything we do. 

Overview 

Based out of our London Docklands facility the UK Managed Services team are recruiting for a supervisor/assistant manager to lead the Managed Services Support team. The manager is a key escalation point for both the team and our external customers.  

The UK Managed Services team provides our customers with solutions to support the IT needs of their business. We manage the underlying infrastructure so that the customer can focus their time delivering the service they offer to their end customer. Engaged at the point of pre-sales the team support the customer to design the requirements of a solution. We work with our groups within the wider Equinix business to help the build of the solution, and then supply 24/7 support to our customers post go-live. 

Responsibilities 

You will work as part of the management team within the department, being primarily responsible for the 24/7 Support team. Providing them with a direct escalation point, along with mentoring and support to grow their own skills and knowledge within the department and wider business. 

Team and Process management will be at the heart of a successful candidate, promoting the ongoing successful integration of the team into the wider department. 

Alongside your direct reports you will also take on the role of a customer champion. Helping them to gain the most from the support experience with UK Managed Services. This may take the form of mentor to our support processes or advocate during issue escalation and resolution. 

Tools & Technologies We Use 

Internal Tools 

  • Service-Now ITSM 

  • Siebel CRM 

  • Vivantio ITSM 

  • Office 365 

Service Offering 

  • Fortinet, Cisco, Juniper, Arista, Dell  

  • Citrix ADC, F5 BIG-IP  

  • Arbor  

  • Linux, Windows, VMware vSphere, Veeam B&R, Dell SAN Storage, Dell Server Hardware  

  • Nutanix, Azure, AWS 

Your Daily Life Will Involve 

  • Team Management 

  • Scheduling 

  • 24/7 Shift Rotation management 

  • Leave / Absence management  

  • Manage and support the team members in all areas of their work 

  • Performance 

  • Define and articulate individual goals for the team, in line with the wider department and business goals 

  • Conduct regular 1-2-1 meetings with team members to support the progress of assigned goals and their growth in the business. 

  • Process Management 

  • Maintain day-to-day operation of the ITSM tool from a team perspective 

  • Ticket queue housekeeping 

  • Active reporting 

  • Retrospective ticket analysis 

  • Create and maintain all procedures related to the team 

  • Find gaps in procedures 

  • Work with wider department to manage and improve cross-functional procedures 

  • Primary escalation contact for 

  • UK Managed Services customers 

  • UK Managed Services Support team members 

Work Schedule 

  • Core office hours – 09:00 to 17:30 weekdays 

  • Including 1 hour lunch break 

  • Out-of-Hours emergency escalation for the support team 

​Person Specification 

  • Proven experience leading a team performing Customer Service functions 

  • Understanding of the Service Desk function within IT based framework (ITIL or similar) 

  • Service Improvement experience 

  • Proactive leadership skills to support direct reports, both in personal development and day-to-day operations 

  • Positive and self-motivated 

  • Able to coordinate and prioritise work to meet deadlines/targets 

  • Works well under pressure, keeping clear sight of the given goal 

  • Courteous and professional mannerism 

  • Strong organisational skills, leveraging tools available within the business 

  • Good written and oral communications between internal and external customers 

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Equal Employment Opportunity: 
Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

(US Applicants)

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Please click here to see our EEO Policy Statement.

Please click here to see our Pay Transparency Policy Statement.