Systems Support Manager - Internal only

Internal vacancy

The RNLI actively promotes continuous development within the organisation and is only seeking applications from current RNLI employees and volunteers at this time.  If this position is not filled internally it may be re-advertised openly.  #LI-DNI

About Us

Our purpose is simple: to save lives at sea. 24 hours a day, every day, RNLI lifesavers are ready to launch to the rescue. We are looking for a Systems Support Manager to provide services and support to RNLI staff and volunteers in our regional teams.

Your Role

As Systems Support Manager you will lead and develop the Systems Support Function within the End User Computing Services Department. Establish and maintain policies, processes, and procedures to ensure a first-class level of customer care is delivered through proactive and reactive support. Maintain regional relationships and collaborate across RNLI teams to improve systems and processes. Matrix manage, and develop the support function to ensure effective and sustainable service delivery

Your responsibilities in this role will include:

• Maintain up-to-date knowledge of RNLI technology and functionality.
• Support staff and volunteers in using RNLI systems effectively.
• Act as a central escalation point for systems and process-related issues.
• Collaborate with Lifesaving Operations delivery teams to support the regional model.
• Matrix manage and develop a motivated team of experts.
• Contribute to continuous improvement initiatives

About You

As Systems Support Manager you will have an inquisitive mind and an appetite for understanding how users interact with technology. Empathy with the end user is very important as well as being a systems expert.

To be considered as the Systems Support Manager you will need:

• RNLI knowledge, especially the workings of our Lifeboat Stations, Beach Lifeguards, and engagement volunteers.
• Sound and current knowledge and experience in a customer focussed environment i.e. Face to face training to both full time staff and volunteers.
• Worked with and been trained on the Microsoft Office products, AX, RCAMS, MySAR, LSAR and other RNLI systems.
• Stakeholder management - working with many other technical functions.
• Managing people and teams.
• Excellent communication and customer service skills and a good team player.
• Strong problem-solving and analytical skills.
• Project management skills.

If this sounds like you, apply today!

Safeguarding

The RNLI is committed to safeguarding; protecting a person’s health, wellbeing, and human rights, enabling them to live free from harm, abuse, and neglect. We expect all employees and volunteers to share this commitment and have a zero-tolerance approach. The suitability of all prospective employees and volunteers will be assessed during the recruitment process in line with this commitment. This will include relevant criminal record checks being carried out dependent on the eligibility of the role. (England & Wales; DBS check, Scotland; Disclosure Scotland PVG, Northern Ireland; Access NI, Republic of Ireland; Garda Vetting; International, International Child Protection Certificate process).

Diversity at the RNLI

Our staff and volunteers have been saving lives at sea without prejudice for 200 years. We respect and value diversity of background, skills and perspectives within our teams, and consider it essential to help us deliver a world-class lifesaving service. We are an inclusive organisation and welcome applications from everyone. In addition to having the skills needed for the role, we also look for applicants who share our commitment to living our RNLI values (trustworthy, courageous, selfless, and dependable), and helping us work towards Our Vision: To save Every One.