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MIS / IT Manager

Location: Yeovil, South West

Pay: £36,000 per annum

Sector: Commercial

Job Type: Permanent

Date Added: 05-11-2018

Expiry Date: 23-11-2018

Vacancy ID: RG_MIS


The gap personnel group are acting as an Employment Agency.

gap personnel are currently recruiting for an MIS Support Manager to join a global market leading IT Software organisation based in Yeovil, Somerset. They are market leaders in providing the education sector with software covering all areas including finance and payroll. The annual salary is competitive at £30,00-£36,000pa which includes an unsociable working hours lift. You will be responsible for a team of 7 in the MIS department. We are looking for someone with at least two years’ experience running a support centre. Hours: The working hours are 37.5 per week and will include working several shifts on the 4.00pm-midnight hours. The team of 7 support customers globally including Mexico and therefore are open 24 hours during the week. They are closed on a Saturday and open on a Sunday 5.00am-2.00pm and a Sunday will need to be covered by you just once per month. JOB PURPOSE: Lead the MIS support function, ensuring critical focus on the delivery of excellent product support; drive improvement in processes and resources to ensure continuing improvement in customer experience and company efficiency. KEY ACCOUNTABILITIES: • Lead and motivate the Support Services teams to produce best performance and appropriate departmental cover at all times. • Participate in covering shifts when team members are on holiday or have sickness (to be paid at a shift premium) • Undertake performance management in line with company recommended procedures, paying particular attention to the development of skills and delivery of agreed objectives. • Analyse, develop and maintain the MIS support processes to ensure the company is using best practice methodologies that maximise customer satisfaction and minimise company workload. • Manage the internal training programme to ensure the MIS support team has appropriate knowledge of our software, processes and systems in order to be capable to deliver high quality support • Analyse team performance and deliver monthly Key Performance Indicator reports to the Chief Technical Officer • Assist with the definition of the company support strategy and meet agreed objectives in line with this strategy • Contribute as a manager on the company Management Team in order to drive the company to become recognised as a leading and professional supplier of School Management Information Systems • Be a point of escalation for customers who are questioning the level of service that they are receiving. • Take inbound customer support calls, inbound Chat dialogue, and action incoming MIS Cases in a timely fashion. Assume responsibility for following up, ensuring that all problems are provided with a solution. Role Desirable Requirements: Excellent IT literacy with sound working knowledge of MS Office products Basic Knowledge of working with MS SQL and using Crystal Reports and Stimulsoft Sound understanding and practical experience of accounting practice – this isn’t essential Able to handle multiple tasks simultaneously, flexibly, under pressure, including a mix of own projects and management Excellent customer service abilities and instincts Excellent leadership, mentoring and coaching skills Ability to influence peers and internal staff Clean driving licence and ability to drive cars in the UK and overseas to visit clients as required Ability to travel overseas as required to visit international clients and company offices Flexibility to work shifts required to deliver service excellence for clients If you have the experience required please apply by sending your CV ASAP to rebecca.griffiths@gap-personnel.com or call her on 07711006738 – outside of working hours is also fine to call.



The gap personnel group are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future.




For more information on this vacancy, please contact Rebecca Griffiths on 01392 273665.

Alternatively, you can email your cv to Rebecca at Rebecca.Griffiths@gap-personnel.com
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