Job Description

Location:

Flexible with regular travel to both our London and Corby offices

Reports to:

Chief Technology Officer

Salary:

50,000 plus excellent benefits

Closing Date:

21st August 2025

About the role:

Our IT Services team is a key part of our daily operations, ensuring everyone stays productive. We're looking for a passionate and pragmatic IT Services Lead to both roll up their sleeves and help us elevate our IT support to the next level.

This isn't just a management role, nor is it purely a hands-on support position. We need a

player-coach

; someone who thrives on solving immediate user problems while also thinking strategically about how we can make our IT services smoother, more reliable, and more efficient for everyone. You'll be the leader of our help desk, guiding the team, implementing sensible processes, and directly contributing to our daily support efforts.

Responsibilities:

Hands-on Support (Approx. 60-70% of time):

Be a primary point of contact for IT issues, providing prompt and effective technical support to our 300 users across a range of hardware (laptops, desktops, mobile devices), software (e.g. Google Workspace), and network connectivity problems. Log, prioritise, and resolve incidents efficiently, ensuring clear communication with users. Fulfill IT service requests (e.g., new user setups, software installations, hardware provisioning). Assist with onboarding and offboarding procedures, ensuring a seamless tech experience for all colleagues. Work with the Events Team to provide technical support for CMI hosted events.

Service Improvement & Leadership (Approx. 30-40% of time):

Process Enhancement:

Help us mature our IT operations by implementing practical, "ITIL-lite" approaches. This means improving how we manage incidents (faster resolution), streamline requests (easier access to common services), and address recurring problems (identifying root causes and preventing future issues).

Small-Scale Change Management:

Coordinate minor IT changes and updates with minimal disruption to users, ensuring stakeholders are informed.

Knowledge & Documentation:

Develop and maintain clear, user-friendly documentation for common IT issues, self-service guides, and internal team procedures.

Service Catalogue Definition:

Work with the team and stakeholders to define and communicate the core IT services we provide, setting clear expectations for our users.

Team Guidance:

Provide leadership, mentorship, and support to the other help desk team members, helping them grow their skills and navigate complex issues.

About you:

We are an inclusive employer and welcome all diverse backgrounds, where individuality is celebrated, creating both a forward-thinking team and a supportive space for everyone in the CMI team. We actively invite applications from diverse cultures and experience.

We are looking for someone who can enhance our culture and align with our core values. We want someone who is 'Passionate' in making a positive difference to the skills of managers and leaders, 'Practical'; with the ability to make quick and smart decisions, 'Progressive' about creating a better future and maintaining a 'Professional' code of conduct, through being accountable and ethical in everything that we do. Proven experience in an IT support or help desk role, with a strong technical background. A pragmatic understanding of IT service management principles; formal ITIL certification is a bonus, but a practical, common-sense approach is more important. Excellent problem-solving skills and the ability to troubleshoot a wide range of technical issues. Strong communication skills, both technical and non-technical, with a friendly and patient demeanor. Ability to work independently, manage multiple priorities, and lead by example. A proactive mindset, always looking for ways to improve efficiency and user satisfaction.

Why CMI:

Are you looking to join a dynamic and ambitious organisation? At CMI, new leadership and management strategies are at the fore-front of what we do. We know the importance of fresh ideas and encourage new perspectives. We are a not for profit, Sunday Times Best Company To Work for 2024, with a Platinum Accreditation with Investors in People. We offer an engaging, flexible and collaborative culture with a wealth of opportunity for professional development.

It doesn't stop there. We believe we are only as good as the people that work at CMI and in turn offer a competitive benefits package for all employees:

Flexible working

- our expectation is 2 days a week in the office, to suit you. We are not a traditional 9 to 5, we are flexible with what hours you work and when you work. Our offices in both London and Corby provide comfortable collaboration spaces for team get-togethers

21 days' holiday + 8 days' Bank Holiday

+ 4.5 days allocated for CMI holiday over Christmas and New Year period

- with annual leave days increasing with length of service and the opportunity to buy and sell holiday

Wellbeing and mental health

- in-house mental health first-aid trainers and BUPA Employee Assistance for 24 hour support

Inclusion at our core

- Our colleague-led Inclusion Hubs for Ethnicity, LGBTQIA+, Menopause, Age, Disability and SocioEconomic are open for anyone to join

CMI membership

- take advantage of our amazing courses and become a Chartered Manager. Plus, CMI will pay your professional membership to one additional organisation of choice

Rewards and Recognition scheme

- cash prizes awarded to employees throughout the year

Pension

- we add an extra 6% of your gross salary to your pension pot every month after 3 months

About us:

The Chartered Management Institute (CMI) sets the Professional Standard in Management and Leadership. We have worked with businesses and education providers to inspire people to unleash their potential through qualifications, apprenticeships and training to become skilled, confident and successful managers and leaders, resulting in Chartered Manager status - the ultimate management accolade, which is proven to boost individuals' career prospects, management capability and impact in the workplace.

Personal data which you provide through your application will be used for recruitment purposes only. For further details, see our privacy policy on our website. By submitting your CV/application, you are agreeing for your data to be used this way.

We reserve the right to close this vacancy earlier than advertised should we receive a high number of suitable applicants.

Job Type: Full-time

Pay: 50,000.00 per year

Benefits:

Bereavement leave Company pension Cycle to work scheme Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Gym membership Health & wellbeing programme Life insurance On-site parking Referral programme Sick pay Work from home
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Corby NN17 1TT

Application deadline: 21/08/2025