Managed Service Support Manager

Managed Service Support ManagerEquinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.We are a fast-growing global company with 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents! A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.Job  TitleManaged Service Support ManagerJob SummaryBased out of our London Docklands facility we are recruiting for a Manager to act as a senior member of the Managed Services Support team, providing an escalation point for both the team and the external customers. Maintain BAU operation of systems and ensure accurate records are maintained, co-ordinate work to ensure it is completed efficiently, actively improve existing and new processes and conduct regular one-to-one sessions with the support team to support their growth within the business ResponsibilitiesPrimary escalation contact for UK Managed Services customerPrimary escalation contact for direct reportsManage and support team members in all areas of workConduct monthly & quarterly 1-2-1 meetings to check the progress of assigned goalsAssist UK Managed Services Support Manager with quarterly goal setting/reviewMaintain day-to-day operation of the ITSM toolProactive support ticket managementIdentify areas of improvementDesign and Define internal proceduresWork with 2nd & 3rd Line teams for ticket escalationProvide input to CAB process as neededHave a hands-on approach with team workload, and be able to step in to assist where needed Requirements Person SpecificationLeadership skills to support direct reports, both in personal development and day-to-day operationPositive, proactive and self-motivatedAble to coordinate and prioritise work to meet deadlines/targetsOn-call outside of working hours to assist with customer and team needs/escalationsPresentable manner, in line with company guidelinesExcellent timekeeping skillsStrong organisational skills, leveraging tools available within the businessGood written and verbal communication between internal and external customersSkills and ExperienceService management mind-setProven outstanding customer service skillsGood understanding of- Microsoft operating system- Networking- Internet technologies- Linux operating systemAnalytical mind, with the ability to triage specific situations while maintaining a holistic viewProactive problem solvingITILv3 Foundation qualificationServiceNow experienceEquinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.