Technical Support Coordinator

TL;DR

Technical Support Coordinator: Oversee and prioritise Ivanti ticket management within the CST Tech Ops team to ensure efficient resolution of technical issues with an accent on optimising response times and maintaining service excellence. Focus on monitoring key performance metrics, workload distribution, cross-team collaboration, and managing ITSM workload for Network, Wintel, UNIX systems, Web Access, VPNs, and firewalls.

Location: Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

Company

hirify.global, part of global tech giant NEC Corporation, provides software helping dispatch ambulances, support families, keep trains on the move, locate missing people, and more for governments, hospitals, police, and local authorities.

What you will do

• Oversee and prioritise Ivanti tickets for CST Tech Ops, communicating goals and deadlines to team members.
• Monitor and analyse key performance metrics to improve response times and ticket resolution rates.
• Manage team workload to restore user service quickly.
• Collaborate with other CST teams to streamline ticket management and ensure timely resolutions.
• Proactively manage complete ITSM workload including Network, Wintel, UNIX systems, Web Access, VPNs, and firewalls.
• Assist Tech Ops to keep incidents and requests within SLA, liaise with teams, drive down ticket queues, ensure timely service restoration or escalation.

Requirements

• Pre-existing right to work and travel within the UK; documentary evidence required. All offers subject to vetting, references, occupational health checks, and possibly DBS check.
• Experience working within a support role.
• Understanding of Ivanti and PowerBi.
• Some understanding of networking, Windows, and UNIX environments.
• Stakeholder management experience.
• Be able to work 7.5 flexible hours, 8-6.

Nice to have

• First line experience.

Culture & Benefits

• Private Medical Cover funded by NEC for employees (option to add family).
• 25 days paid holiday with buy/sell option (FTE).
• 4x basic salary life assurance cover funded by NEC (option to increase).
• Group Pension Plan with up to 8.5% employer contributions.
• Flexible benefits selection.
• Free access to LinkedIn Learning with over 15,000 courses.