Job Description

Job Summary:
Oversee IT operations, ensuring compliance with ERGOS standards, GDPR, and Health & Safety. Manage resources, coordinate support activities, resolve technical issues, liaise with third-party vendors, and ensure high-quality IT services.

Key Responsibilities:

1. Team Management:

o Develop IT Support Team personnel, including appraisals and training.

o Ensure adherence to ERGOS standards, GDPR, and Health & Safety.

o Approve holiday requests and ensure adequate cover.

2. Resource Coordination:

o Organize and oversee the support team, ensuring timely completion of support tickets.

o Coordinate IT refits and service calls.

o Develop service improvement plans.

3. Collaboration and Communication:

o Work with the ITE3 engineer for team management continuity.

o Liaise with third-party vendors for hardware and software support.

o Attend monthly meetings with the ERGOS IT Support Desk Manager.

o Manage IT equipment shipment and recovery for joiners and leavers.

4. Technical Support:

o Provide hands-on advice and support to users.

o Manage office IT infrastructure and ensure coherent architecture design.

o Undertake incident management with outsource providers.

o Ensure timely support in all locations.

5. Performance Monitoring:

o Monitor and control services from outsource providers.

o Analyze and report on help desk performance.

o Review service provision costs and seek optimization opportunities.

Required Competencies:

Highly motivated team player with a sense of humour.

Strong understanding of managing technical teams and IT concepts.

Knowledge of Data Protection Act and GDPR.

Excellent organizational and time management skills.

Effective communication skills across various business levels.

Attention to detail and accuracy.

Ability to work well under pressure and within a large multinational organization.

Flexibility to work outside normal office hours.

Self-motivated and proactive.

Key Attributes:

At least 5 years of commercial IT support experience.

Proficient in MS server and desktop, networking admin, MS Office 365, and cloud technologies (Azure, Office 365).

Experience with firewall and switch installations, admin, and troubleshooting.

Strong time management and organizational skills.

High-level experience with Microsoft Windows, mobile device management, SharePoint administration, firmware and OS maintenance, Active Directory, and group policy.

Experience in remote user support and data protection.

Strong documentation skills and ability to communicate complex technical ideas.

Desirable Experience:

Connectwise/Service Now

N-Able

Mimecast

Sentinel One

Reporting Details:
Reports to Head of Technical Services

Job Types: Full-time, Permanent

Pay: 45,000.00-54,999.00 per year

Schedule:

Monday to Friday
Ability to commute/relocate:

England, SW7 5EW: reliably commute or plan to relocate before starting work (preferred)
Experience:

Information Technology: 5 years (required) IT management: 3 years (required)
Work Location: In person