Supervisor, Support Services Supervisor, IT Infrastructure services, Central Business services

The Support Services Supervisor role is responsible for managing the 'day to day' operations and performance of an Onsite Technical Analyst team. The role is part of the Onsite support team, who working with our other support channels are critical in ensuring that our members can deliver to clients. The fast and efficient resolution of any technical issues underpin our client and colleague commitments. Other key responsibilities of the Support Services Supervisor include the following: Team & Resource Management

• Leadership and management of assigned Onsite and Build resources ensuring a working environment aligned to the firm's values.
• Proactively managing the training, development and SMART objective setting for team members.
• Performance management of the allocated team members including KPI reporting.
• Manage the assignment of Onsite and Build resources to maintain operational cover and support Major Incident Management (MIM).
• Manage the assignment of Onsite and Build resources against internal and external project demands, including out of hours or extended working.
• Monitor and manage time reporting, overtime and travel / expenses in accordance with company policies.
Operational Manage the provision of Onsite and Build IT service provision across allocated office locations, which may change from time-to
• -time.
• Implement and run daily, weekly, and monthly operational meetings to facilitate the delivery of services to 'Service Level Agreements' (SLAs) and ensure timely provision of KPIs.
• Manage the customer escalation process to ensure a timely response and management of IT escalations raised by the Business Relationship Management team.
• Collaborate with other support channel service supervisors and management to ensure alignment in the management of the incident and service request ownership between Onsite, Build, Webforms, IT Service Desk and 2LS teams.
• Drive a culture of Continual Service Improvement (CSI) and regularly report on outcomes and results.
• Ensure that IT security standards are maintained in accordance with policies and procedures.
• Maintain operational controls that ensure quality of data and process compliance through the delivery of onsite and build services.
• Manage the customer satisfaction (CSAT) process ensuring regular review and reporting on the results of the CSAT survey, identifying and actioning on areas of improvement.
• Liaise with key stakeholder groups and individuals to track feedback on the provision of services, including but not limited to: Workplace Services, Executive Assistant user groups representatives, office VIPs and Business Relationship Management partners.
• Ensure the delivery of appropriate input to availability and capacity planning and technical service reporting.
Technology & Architecture Advisory
• Collaborate with the Enterprise Architecture (EA) and Deloitte Business Security (DBS) teams, ensuring alignment with standards and local compliance/requirements.
• Collaborate with all other UK and Swiss infrastructure teams, ensuring the alignment of end-to-end service requirements.
• Ensure technical documentation and knowledge articles are regularly reviewed and reflect up to date changes.
• Decision making role within Technical Design Authority (TDA) Process.
• Input on the IT Strategic decisions on how CBS support the business.
Connect to your skills and professional experience The purpose of this role is to supervise and lead a skilled team of customer facing technicians that deliver a high-level of services to the business. The role involves actively working in a busy and lively office, which at times can be pressurised. The candidate on will be required regularly travel to other offices within the UK firm to meet with their team members, key stakeholder and support project work.


• Strong leadership, interpersonal and communication skills to interact effectively with both the business, IT Services organisation and senior stakeholders.
• Demonstrable experience of leading teams providing Onsite, client facing Techbar and build services for high volume user sites with complex software and hardware environments.
• Intermediate to high proficiency with ServiceNow ITSM module.
• Excellent technical knowledge of 'end user' technology and IT peripherals.
• Ability to work independently without strong guidance or existing processes.
• Experience of producing and maintaining comprehensive technical and operational processes.
• Experience in leading and delivering infrastructure and End User Technology (EUT) projects
• ITIL Foundation.
Desirable
• ITIL Service Management Practitioner.
• Experience of operating in a DevOps environment.
• Experience of operating ServiceNow scheduled Appointment module or alternative appointment system for Tech Bar / deskside services.
• Prince 2 Practitioner or Managing Successful Programmes (MSP).
• ServiceNow ITSM (or equivalent) certification.
• Microsoft Certified Practitioner (or equivalent).
• Experience managing and maintaining CMDB.
  
  Connect to your Industry
A perfect opportunity for an individual who is looking for managerial experience. You will supervise and lead a team of highly skilled technicians in a very busy environment, facing new challenges every day. It's very fast paced but if you thrive, it will be very rewarding and offer you the perfect platform to develop your career further. You will connect with stakeholders at all grades allowing you to build on your professional network within our firm. You will engage with the wider management team on a regular basis offering you opportunities to knowledge share and gain experience, and the leadership team will have an active interest in your development offering you the right opportunities to progress if you demonstrate the correct values and attitude. Connect to your career at Deloitte Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more. What brings us all together at Deloitte? It's how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most., Collaboration is central to everything we do at Deloitte. From IT to HR, marketing and more, our teams help to support the wider business in everything they do. Bringing your individual skills and specialist knowledge, you can make a far-reaching impact. Come join us. Central business services We deliver world-class business support services for our people, our clients and our firm. From HR services, technology and digital support and pensions to facilities management, and more - together we are a true enabler for better business. Personal independence Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints (e.g., in relation to any financial interests and employment relationships). This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm, and also prohibitions on certain employment relationships (e.g., you are not permitted to hold a secondary employment role with SEC audit clients of the firm whilst being employed by the firm). The recruitment team will provide further detail as you progress through the recruitment process or you can contact the Independence team upon request. Connect with your colleagues "It's such an inspiring place to work; everyone you talk to is working on something interesting. There are always so many exciting things to get involved with that it is a challenge to prioritise where to spend your time. Everyone always says, "it's the people," and that's true.", For this role we can offer coaching and support designed for returners to refresh your knowledge and skills, and help your transition back into the workplace after a career break of two years or more. If this is relevant for you, just let your recruiter know when you make your application. Our commitment to you Making an impact is more than just what we do: it's why we're here. So we work hard to create an environment where you can experience a purpose you believe in, the freedom to be you, and the capacity to go further than ever before. We want you. The true you. Your own strengths, perspective and personality. So we're nurturing a culture where everyone belongs, feels supported and heard, and is empowered to make a valuable, personal contribution. You can be sure we'll take your wellbeing seriously, too. Because it's only when you're comfortable and at your best that you can make the kind of impact you, and we, live for. Your expertise is our capability, so we'll make sure it never stops growing. Whether it's from the complex work you do, or the people you collaborate with, you'll learn every day. Through world-class development, you'll gain invaluable technical and personal skills. Whatever your level, you'll learn how to lead.