Head of IT Department: Information Technology Employment Type: Full Time Location: Trimble Offices, Morley Description About the team: At Vintage Cash Cow and Arcavindi, technology is how we scale our impact. Every customer journey, from sending in pre loved items to getting paid, is powered by reliable infrastructure, seamless systems, and responsive support. Our IT team is the backbone of this operation. They make sure our people have the tools, systems, and support they need to do their best work every day. From managing infrastructure and devices to keeping our environment secure and efficient, IT enables every team across the business to thrive. This is a team where service excellence meets operational rigour, blending proactive problem solving, deep technical expertise, and a people first mindset to deliver an IT experience that feels seamless, reliable, and empowering. About the role: We're looking for a Head of IT to lead and evolve our IT operations across the UK and EU. Reporting into the Director of Technology & Product, you'll take ownership of our IT infrastructure, support services, and the teams that deliver them. This is a senior leadership role focused on operational excellence, team development, and ensuring our IT environment scales smoothly with the business. You'll oversee IT Managers and support teams across multiple locations, driving consistency, efficiency, and a culture of outstanding service. If you're a hands on IT leader who enjoys building high performing teams, simplifying complexity, and delivering reliable, secure infrastructure, you'll feel right at home here. This role will require time at our Leeds office, travel to our European location (and other international sites as we scale), and some out of hours support when needed. Getting Started Get to know our IT landscape, infrastructure, assets, and support operations. Build strong relationships with IT teams across locations and support hiring where needed. Review current systems, hardware estate, and service levels to identify quick wins. Carry out a full review of IT asset inventory, lifecycle status, and management processes. Understand business needs and establish yourself as a trusted partner to stakeholders. Review vendor relationships, contracts, and existing technology investments. Establishing Your Impact Take ownership of IT operations, infrastructure, assets, and support delivery across all locations. Standardise processes and service levels to ensure consistency across UK and EU teams. Embed robust asset management practices with full visibility across hardware and software. Own and manage the IT budget, optimising spend while clearly demonstrating value. Strengthen our security posture and ensure compliance with relevant regulations and frameworks. Build strong, collaborative partnerships with key vendors and service providers. Driving Excellence Lead the IT function with a clear vision for operational excellence and continuous improvement. Champion a culture of service excellence, accountability, and proactive problem solving. Mentor and develop IT Managers and support teams, building a high performing, engaged function. Drive strategic IT initiatives that improve productivity, security, and user experience. Optimise hardware refresh cycles and procurement to maximise value and minimise disruption. Stay ahead of emerging IT trends, assessing tools and technologies that could benefit the business. Key Goals & Objectives: Deliver reliable, secure, and scalable IT infrastructure that supports business growth. Provide outstanding IT support with clear SLAs and consistently high user satisfaction. Maintain accurate, up to date asset inventories with full lifecycle management across all locations. Build and lead a cohesive, high performing IT team across the UK and EU. Strengthen our security posture, protecting the business against cyber threats and vulnerabilities. Ensure compliance with data protection regulations, including GDPR. Maintain and advance compliance with frameworks such as ISO 27001, Cyber Essentials, and ITIL. Develop and maintain disaster recovery and business continuity plans to minimise downtime. Continuously improve IT operations through automation, modern tooling, and best practice. Key Responsibilities IT Operations & Infrastructure Oversee the design, delivery, and maintenance of IT infrastructure across all locations. Ensure high availability, performance, and security of networks, systems, and end user devices. Own disaster recovery and business continuity planning for IT systems. Support both office and warehouse IT environments, including connectivity and operational technology. Asset & Hardware Management Own the full lifecycle of IT assets: procurement, deployment, tracking, maintenance, and disposal. Maintain accurate asset registers and inventory systems across all locations. Define and enforce hardware standards for laptops, desktops, mobiles, and peripherals. Ensure DSE compliance and support workstation assessments where required. Lead hardware refresh programmes to minimise downtime and disruption. Oversee secure, compliant disposal and recycling of end of life equipment. Manage supplier relationships, procurement, leasing agreements, and contracts. Ensure all assets are auditable and compliant for financial and regulatory reporting. Own endpoint management and MDM solutions. IT Support & Service Delivery Lead IT support teams to deliver responsive, high quality service to all users. Set and monitor SLAs, OKRs, and user satisfaction metrics. Implement and continually improve IT service management processes and tooling. Embed ITIL best practices across incident, problem, and change management. Oversee onboarding and offboarding processes, ensuring timely provisioning and equipment returns. Team Leadership & Growth Line manage IT Managers across the UK and EU, providing coaching and clear direction. Build a collaborative, service oriented culture across distributed teams. Recruit, develop, and retain top IT talent. Encourage knowledge sharing, continuous learning, and succession planning. Security & Compliance Ensure IT security controls align with recognised frameworks (ISO 27001, Cyber Essentials, NIST). Own or support IT audits and certification processes. Ensure compliance with data protection and licensing requirements. Support health & safety compliance, including DSE standards. Promote security awareness and a strong security first culture. Coordinate security incident response and remediation. Vendor & Budget Management Manage IT vendors, suppliers, and service providers. Negotiate contracts and ensure value for money. Own IT procurement and budget management. Evaluate and recommend new tools, technologies, and equipment. Stakeholder Engagement Partner with leaders across the business to understand needs and priorities. Communicate IT initiatives, changes, and performance clearly. Report regularly to the Director of Technology & Product on risks, performance, and opportunities. Essential Skills & Experience Proven experience leading IT operations and support teams across multiple locations. Strong knowledge of IT infrastructure, networks, cloud services, and end user computing. Hands on experience with IT asset management and lifecycle processes. Experience managing IT budgets, vendors, and contracts. Strong understanding of IT security frameworks (ISO 27001, Cyber Essentials, NIST). Experience supporting audits and certification processes. Familiarity with Google Workspace, Azure, AWS and endpoint management / MDM solutions. Design, implement, and manage network infrastructure including VLAN segmentation to ensure secure, efficient, and scalable connectivity across the organisation. Manage and maintain WiFi and WAN infrastructure, including HP/Aruba networking equipment, to ensure reliable connectivity and optimal performance across all sites. Configure, monitor, and maintain WatchGuard firewalls to ensure network security, threat prevention, and compliance with organisational security policies. Manage and maintain CCTV systems and surveillance infrastructure, ensuring reliable operation, adequate coverage, and secure storage of footage. Familiarity with endpoint management and MDM tools. Confident leader with experience managing and developing managers. Comfortable working in a fast paced, scaling environment. Willingness to travel and provide out of hours support when required.
23/06/2026
Full time
Head of IT Department: Information Technology Employment Type: Full Time Location: Trimble Offices, Morley Description About the team: At Vintage Cash Cow and Arcavindi, technology is how we scale our impact. Every customer journey, from sending in pre loved items to getting paid, is powered by reliable infrastructure, seamless systems, and responsive support. Our IT team is the backbone of this operation. They make sure our people have the tools, systems, and support they need to do their best work every day. From managing infrastructure and devices to keeping our environment secure and efficient, IT enables every team across the business to thrive. This is a team where service excellence meets operational rigour, blending proactive problem solving, deep technical expertise, and a people first mindset to deliver an IT experience that feels seamless, reliable, and empowering. About the role: We're looking for a Head of IT to lead and evolve our IT operations across the UK and EU. Reporting into the Director of Technology & Product, you'll take ownership of our IT infrastructure, support services, and the teams that deliver them. This is a senior leadership role focused on operational excellence, team development, and ensuring our IT environment scales smoothly with the business. You'll oversee IT Managers and support teams across multiple locations, driving consistency, efficiency, and a culture of outstanding service. If you're a hands on IT leader who enjoys building high performing teams, simplifying complexity, and delivering reliable, secure infrastructure, you'll feel right at home here. This role will require time at our Leeds office, travel to our European location (and other international sites as we scale), and some out of hours support when needed. Getting Started Get to know our IT landscape, infrastructure, assets, and support operations. Build strong relationships with IT teams across locations and support hiring where needed. Review current systems, hardware estate, and service levels to identify quick wins. Carry out a full review of IT asset inventory, lifecycle status, and management processes. Understand business needs and establish yourself as a trusted partner to stakeholders. Review vendor relationships, contracts, and existing technology investments. Establishing Your Impact Take ownership of IT operations, infrastructure, assets, and support delivery across all locations. Standardise processes and service levels to ensure consistency across UK and EU teams. Embed robust asset management practices with full visibility across hardware and software. Own and manage the IT budget, optimising spend while clearly demonstrating value. Strengthen our security posture and ensure compliance with relevant regulations and frameworks. Build strong, collaborative partnerships with key vendors and service providers. Driving Excellence Lead the IT function with a clear vision for operational excellence and continuous improvement. Champion a culture of service excellence, accountability, and proactive problem solving. Mentor and develop IT Managers and support teams, building a high performing, engaged function. Drive strategic IT initiatives that improve productivity, security, and user experience. Optimise hardware refresh cycles and procurement to maximise value and minimise disruption. Stay ahead of emerging IT trends, assessing tools and technologies that could benefit the business. Key Goals & Objectives: Deliver reliable, secure, and scalable IT infrastructure that supports business growth. Provide outstanding IT support with clear SLAs and consistently high user satisfaction. Maintain accurate, up to date asset inventories with full lifecycle management across all locations. Build and lead a cohesive, high performing IT team across the UK and EU. Strengthen our security posture, protecting the business against cyber threats and vulnerabilities. Ensure compliance with data protection regulations, including GDPR. Maintain and advance compliance with frameworks such as ISO 27001, Cyber Essentials, and ITIL. Develop and maintain disaster recovery and business continuity plans to minimise downtime. Continuously improve IT operations through automation, modern tooling, and best practice. Key Responsibilities IT Operations & Infrastructure Oversee the design, delivery, and maintenance of IT infrastructure across all locations. Ensure high availability, performance, and security of networks, systems, and end user devices. Own disaster recovery and business continuity planning for IT systems. Support both office and warehouse IT environments, including connectivity and operational technology. Asset & Hardware Management Own the full lifecycle of IT assets: procurement, deployment, tracking, maintenance, and disposal. Maintain accurate asset registers and inventory systems across all locations. Define and enforce hardware standards for laptops, desktops, mobiles, and peripherals. Ensure DSE compliance and support workstation assessments where required. Lead hardware refresh programmes to minimise downtime and disruption. Oversee secure, compliant disposal and recycling of end of life equipment. Manage supplier relationships, procurement, leasing agreements, and contracts. Ensure all assets are auditable and compliant for financial and regulatory reporting. Own endpoint management and MDM solutions. IT Support & Service Delivery Lead IT support teams to deliver responsive, high quality service to all users. Set and monitor SLAs, OKRs, and user satisfaction metrics. Implement and continually improve IT service management processes and tooling. Embed ITIL best practices across incident, problem, and change management. Oversee onboarding and offboarding processes, ensuring timely provisioning and equipment returns. Team Leadership & Growth Line manage IT Managers across the UK and EU, providing coaching and clear direction. Build a collaborative, service oriented culture across distributed teams. Recruit, develop, and retain top IT talent. Encourage knowledge sharing, continuous learning, and succession planning. Security & Compliance Ensure IT security controls align with recognised frameworks (ISO 27001, Cyber Essentials, NIST). Own or support IT audits and certification processes. Ensure compliance with data protection and licensing requirements. Support health & safety compliance, including DSE standards. Promote security awareness and a strong security first culture. Coordinate security incident response and remediation. Vendor & Budget Management Manage IT vendors, suppliers, and service providers. Negotiate contracts and ensure value for money. Own IT procurement and budget management. Evaluate and recommend new tools, technologies, and equipment. Stakeholder Engagement Partner with leaders across the business to understand needs and priorities. Communicate IT initiatives, changes, and performance clearly. Report regularly to the Director of Technology & Product on risks, performance, and opportunities. Essential Skills & Experience Proven experience leading IT operations and support teams across multiple locations. Strong knowledge of IT infrastructure, networks, cloud services, and end user computing. Hands on experience with IT asset management and lifecycle processes. Experience managing IT budgets, vendors, and contracts. Strong understanding of IT security frameworks (ISO 27001, Cyber Essentials, NIST). Experience supporting audits and certification processes. Familiarity with Google Workspace, Azure, AWS and endpoint management / MDM solutions. Design, implement, and manage network infrastructure including VLAN segmentation to ensure secure, efficient, and scalable connectivity across the organisation. Manage and maintain WiFi and WAN infrastructure, including HP/Aruba networking equipment, to ensure reliable connectivity and optimal performance across all sites. Configure, monitor, and maintain WatchGuard firewalls to ensure network security, threat prevention, and compliance with organisational security policies. Manage and maintain CCTV systems and surveillance infrastructure, ensuring reliable operation, adequate coverage, and secure storage of footage. Familiarity with endpoint management and MDM tools. Confident leader with experience managing and developing managers. Comfortable working in a fast paced, scaling environment. Willingness to travel and provide out of hours support when required.
IT Procurement Manager Salary: 35,000 - 40,000 Location: London - Hybrid (3-4 days in the office) About the Role This is an exciting opportunity to join a growing and successful IT Managed Service Provider (MSP) that delivers tailored technology solutions to businesses across a range of industries. The organisation specialises in helping clients improve efficiency, reduce costs, minimise downtime, and enhance overall IT performance. As an IT Procurement Manager, you will be responsible for sourcing, negotiating, and procuring IT products and services for both the business and its clients, including international customers. You will ensure procurement activities are cost-effective, compliant, and aligned with business objectives while maintaining strong vendor and client relationships. Key Requirements Experience & Skills 2-3 years' proven experience in IT procurement or a similar role Previous experience within an MSP environment Strong negotiation and contract management skills Expertise in Microsoft Licensing and the Microsoft AI Cloud Partner Program Knowledge of Microsoft Cloud Solution Provider (CSP) programmes and transitions Strong understanding of IT hardware, software, licensing models, and procurement processes Familiarity with procurement platforms such as SAP, Oracle, or Coupa Understanding of cybersecurity and data privacy considerations within vendor agreements Excellent communication and stakeholder management skills Strong analytical and problem-solving abilities with excellent attention to detail Previous experience within an MSP environment Desirable Certifications (Any One) Certified Professional in Supply Management (CPSM) CIPS Level 2 Certificate in Procurement and Supply Operations Key Responsibilities Procurement Strategy Develop and implement IT procurement strategies aligned with business objectives and project requirements. Vendor Management Identify, evaluate, and manage relationships with IT vendors, service providers, and contractors. Client Engagement Act as the primary point of contact for clients throughout the procurement lifecycle, from order placement through to delivery and deployment of hardware and software solutions. Contract Negotiation Negotiate pricing, terms and conditions, service level agreements (SLAs), and support contracts for hardware, software, cloud services, and managed solutions. Sourcing & Purchasing Source and procure IT products, including laptops, servers, software licences, and cloud-based services, ensuring quality and value for money. Compliance & Risk Management Ensure all procurement activities comply with company policies, legal regulations, and cybersecurity requirements. Budget Management Manage procurement budgets, monitor expenditure, and identify opportunities for cost savings and efficiency improvements. Inventory & Asset Management Work closely with Service Desk, PMO, and Finance teams to manage IT asset inventories and equipment lifecycle processes. Stakeholder Collaboration Collaborate with IT, Finance, and Project teams to define technical requirements and support procurement planning activities. Benefits Working Hours 37.5 hours per week Monday to Friday, 9:00am - 5:30pm Annual Leave 20 days annual leave plus bank holidays Additional day of annual leave after three years of continuous service, increasing up to 25 days Birthday leave after successful completion of probation Additional Benefits Competitive benefits package Gym membership (upon successful completion of probation) Health and wellbeing benefits Cycle to Work scheme Childcare salary sacrifice scheme Employee discounts and reward programmes Quarterly team events and social activities Monthly games nights and regular team breakfasts Professional Development Fully funded professional certifications and examinations relevant to the role Ongoing training and career development opportunities Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
23/06/2026
Full time
IT Procurement Manager Salary: 35,000 - 40,000 Location: London - Hybrid (3-4 days in the office) About the Role This is an exciting opportunity to join a growing and successful IT Managed Service Provider (MSP) that delivers tailored technology solutions to businesses across a range of industries. The organisation specialises in helping clients improve efficiency, reduce costs, minimise downtime, and enhance overall IT performance. As an IT Procurement Manager, you will be responsible for sourcing, negotiating, and procuring IT products and services for both the business and its clients, including international customers. You will ensure procurement activities are cost-effective, compliant, and aligned with business objectives while maintaining strong vendor and client relationships. Key Requirements Experience & Skills 2-3 years' proven experience in IT procurement or a similar role Previous experience within an MSP environment Strong negotiation and contract management skills Expertise in Microsoft Licensing and the Microsoft AI Cloud Partner Program Knowledge of Microsoft Cloud Solution Provider (CSP) programmes and transitions Strong understanding of IT hardware, software, licensing models, and procurement processes Familiarity with procurement platforms such as SAP, Oracle, or Coupa Understanding of cybersecurity and data privacy considerations within vendor agreements Excellent communication and stakeholder management skills Strong analytical and problem-solving abilities with excellent attention to detail Previous experience within an MSP environment Desirable Certifications (Any One) Certified Professional in Supply Management (CPSM) CIPS Level 2 Certificate in Procurement and Supply Operations Key Responsibilities Procurement Strategy Develop and implement IT procurement strategies aligned with business objectives and project requirements. Vendor Management Identify, evaluate, and manage relationships with IT vendors, service providers, and contractors. Client Engagement Act as the primary point of contact for clients throughout the procurement lifecycle, from order placement through to delivery and deployment of hardware and software solutions. Contract Negotiation Negotiate pricing, terms and conditions, service level agreements (SLAs), and support contracts for hardware, software, cloud services, and managed solutions. Sourcing & Purchasing Source and procure IT products, including laptops, servers, software licences, and cloud-based services, ensuring quality and value for money. Compliance & Risk Management Ensure all procurement activities comply with company policies, legal regulations, and cybersecurity requirements. Budget Management Manage procurement budgets, monitor expenditure, and identify opportunities for cost savings and efficiency improvements. Inventory & Asset Management Work closely with Service Desk, PMO, and Finance teams to manage IT asset inventories and equipment lifecycle processes. Stakeholder Collaboration Collaborate with IT, Finance, and Project teams to define technical requirements and support procurement planning activities. Benefits Working Hours 37.5 hours per week Monday to Friday, 9:00am - 5:30pm Annual Leave 20 days annual leave plus bank holidays Additional day of annual leave after three years of continuous service, increasing up to 25 days Birthday leave after successful completion of probation Additional Benefits Competitive benefits package Gym membership (upon successful completion of probation) Health and wellbeing benefits Cycle to Work scheme Childcare salary sacrifice scheme Employee discounts and reward programmes Quarterly team events and social activities Monthly games nights and regular team breakfasts Professional Development Fully funded professional certifications and examinations relevant to the role Ongoing training and career development opportunities Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
Technical Support Manager - 2nd Line 40 - 45k 3 days in the office Due to growth, a Technical Support Manager is needed to own the 2nd line service desk function, from higher level technical input to managing a team of 5 Team Leaders responsible for 40 engineers. Working along side the 1st and 3rd line Support Managers and their teams, you will lead and develop the 2nd line Teams, driving accountability, consistency, and performance, while maintaining clear ownership and control of escalated support and service delivery Coming from a technical background yourself, you will be responsible for: Manage the 2nd line support function and teams Customer experience for 2nd line tickets Coach and support Team Leaders, ensuring they are effective and well-supported Performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery Identify and drive practical improvements to processes, ways of working, and service flow across 1st, 2nd, and 3rd Line Your background: We need a mix of technical skills and management skills including Proven experience in a Service Desk Manager or Senior Team Leader role within an MSP environment Strong background in 2nd Line support and escalation management Experience managing Team Leaders or senior technical staff Demonstrable experience of KPI-driven performance management and service improvement Strong technical understanding of 2nd Line support environments (Microsoft 365, Windows Server, Networking fundamentals, Endpoint management, UC, Connectivity) Confident in working with technical teams (2nd / 3rd Line, NOC, Infrastructure) to resolve complex issues Understanding of service desk tooling, reporting, and ticketing systems Awareness of problem management, root cause analysis, and best practice service frameworks (e.g. ITIL) This role required 3 days a week in the office
23/06/2026
Full time
Technical Support Manager - 2nd Line 40 - 45k 3 days in the office Due to growth, a Technical Support Manager is needed to own the 2nd line service desk function, from higher level technical input to managing a team of 5 Team Leaders responsible for 40 engineers. Working along side the 1st and 3rd line Support Managers and their teams, you will lead and develop the 2nd line Teams, driving accountability, consistency, and performance, while maintaining clear ownership and control of escalated support and service delivery Coming from a technical background yourself, you will be responsible for: Manage the 2nd line support function and teams Customer experience for 2nd line tickets Coach and support Team Leaders, ensuring they are effective and well-supported Performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery Identify and drive practical improvements to processes, ways of working, and service flow across 1st, 2nd, and 3rd Line Your background: We need a mix of technical skills and management skills including Proven experience in a Service Desk Manager or Senior Team Leader role within an MSP environment Strong background in 2nd Line support and escalation management Experience managing Team Leaders or senior technical staff Demonstrable experience of KPI-driven performance management and service improvement Strong technical understanding of 2nd Line support environments (Microsoft 365, Windows Server, Networking fundamentals, Endpoint management, UC, Connectivity) Confident in working with technical teams (2nd / 3rd Line, NOC, Infrastructure) to resolve complex issues Understanding of service desk tooling, reporting, and ticketing systems Awareness of problem management, root cause analysis, and best practice service frameworks (e.g. ITIL) This role required 3 days a week in the office
Technical Support Manager - 2nd Line 40 - 45k 3 days in the office Due to growth, a Technical Support Manager is needed to own the 2nd line service desk function, from higher level technical input to managing a team of 5 Team Leaders responsible for 40 engineers. Working along side the 1st and 3rd line Support Managers and their teams, you will lead and develop the 2nd line Teams, driving accountability, consistency, and performance, while maintaining clear ownership and control of escalated support and service delivery Coming from a technical background yourself, you will be responsible for: Manage the 2nd line support function and teams Customer experience for 2nd line tickets Coach and support Team Leaders, ensuring they are effective and well-supported Performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery Identify and drive practical improvements to processes, ways of working, and service flow across 1st, 2nd, and 3rd Line Your background: We need a mix of technical skills and management skills including Proven experience in a Service Desk Manager or Senior Team Leader role within an MSP environment Strong background in 2nd Line support and escalation management Experience managing Team Leaders or senior technical staff Demonstrable experience of KPI-driven performance management and service improvement Strong technical understanding of 2nd Line support environments (Microsoft 365, Windows Server, Networking fundamentals, Endpoint management, UC, Connectivity) Confident in working with technical teams (2nd / 3rd Line, NOC, Infrastructure) to resolve complex issues Understanding of service desk tooling, reporting, and ticketing systems Awareness of problem management, root cause analysis, and best practice service frameworks (e.g. ITIL) This role required 3 days a week in the office
23/06/2026
Full time
Technical Support Manager - 2nd Line 40 - 45k 3 days in the office Due to growth, a Technical Support Manager is needed to own the 2nd line service desk function, from higher level technical input to managing a team of 5 Team Leaders responsible for 40 engineers. Working along side the 1st and 3rd line Support Managers and their teams, you will lead and develop the 2nd line Teams, driving accountability, consistency, and performance, while maintaining clear ownership and control of escalated support and service delivery Coming from a technical background yourself, you will be responsible for: Manage the 2nd line support function and teams Customer experience for 2nd line tickets Coach and support Team Leaders, ensuring they are effective and well-supported Performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery Identify and drive practical improvements to processes, ways of working, and service flow across 1st, 2nd, and 3rd Line Your background: We need a mix of technical skills and management skills including Proven experience in a Service Desk Manager or Senior Team Leader role within an MSP environment Strong background in 2nd Line support and escalation management Experience managing Team Leaders or senior technical staff Demonstrable experience of KPI-driven performance management and service improvement Strong technical understanding of 2nd Line support environments (Microsoft 365, Windows Server, Networking fundamentals, Endpoint management, UC, Connectivity) Confident in working with technical teams (2nd / 3rd Line, NOC, Infrastructure) to resolve complex issues Understanding of service desk tooling, reporting, and ticketing systems Awareness of problem management, root cause analysis, and best practice service frameworks (e.g. ITIL) This role required 3 days a week in the office
Service Desk Manager London (hybrid) 6 month contract (Outside IR35) £500 - £600 p/d A well-established and growing organisation is seeking an experienced Service Desk Manager to lead and evolve its IT support function within a complex, multi-site environment. Supporting a diverse user base across office, remote and site locations, you'll play a pivotal role in delivering a high-quality, customer-focused IT service, ensuring stability, performance and continuous improvement across the service desk and field support teams. Key Responsibilities: Lead and manage the Service Desk and Field Support teams, driving performance, development and a customer-first culture Act as the senior escalation point for major incidents and complex technical issues Own end-to-end incident, request, problem and change management aligned to ITIL best practices Oversee ticket queues, workload distribution, SLA/OLA adherence and ticket quantity Produce regular service reporting (SLAs, backlog, ticket ageing, trends, first-time fix rates) and provide insights to leadership Drive continuous improvement through root cause analysis, gap analysis and service optimisation initiatives Coordinate service desk involvement in projects, rollouts, migrations and onboarding/offboarding activities Work closely with infrastructure, security, applications teams and third-party suppliers to ensure effective service delivery Maintain and improve knowledge management, documentation and standard operating procedures Ensure alignment with governance frameworks (ISO 27001, Cyber Essentials Plus) and internal controls Manage supplier relationships and support vendor performance and accountably Requirements: Proven experience managing a Service Desk in a multi-site, complex environment Strong leadership experience managing and developing support teams Excellent stakeholder engagement and customer service skills Strong experience with ITSM tools (ServiceNow essential) Solid understanding of ITIL practices (Incident, Problem, Change Management) Experience with Microsoft environments (M365, Azure AD / Entra ID, Intune, Windows 10/11, Teams, SharePoint) Knowledge of IT asset & service management (ITAM/SAM) principles Experience managing third-party suppliers and service performance Strong reporting, analytical and service improvement capability Ability to operate in a fast-paced, high-demand environment
23/06/2026
Contractor
Service Desk Manager London (hybrid) 6 month contract (Outside IR35) £500 - £600 p/d A well-established and growing organisation is seeking an experienced Service Desk Manager to lead and evolve its IT support function within a complex, multi-site environment. Supporting a diverse user base across office, remote and site locations, you'll play a pivotal role in delivering a high-quality, customer-focused IT service, ensuring stability, performance and continuous improvement across the service desk and field support teams. Key Responsibilities: Lead and manage the Service Desk and Field Support teams, driving performance, development and a customer-first culture Act as the senior escalation point for major incidents and complex technical issues Own end-to-end incident, request, problem and change management aligned to ITIL best practices Oversee ticket queues, workload distribution, SLA/OLA adherence and ticket quantity Produce regular service reporting (SLAs, backlog, ticket ageing, trends, first-time fix rates) and provide insights to leadership Drive continuous improvement through root cause analysis, gap analysis and service optimisation initiatives Coordinate service desk involvement in projects, rollouts, migrations and onboarding/offboarding activities Work closely with infrastructure, security, applications teams and third-party suppliers to ensure effective service delivery Maintain and improve knowledge management, documentation and standard operating procedures Ensure alignment with governance frameworks (ISO 27001, Cyber Essentials Plus) and internal controls Manage supplier relationships and support vendor performance and accountably Requirements: Proven experience managing a Service Desk in a multi-site, complex environment Strong leadership experience managing and developing support teams Excellent stakeholder engagement and customer service skills Strong experience with ITSM tools (ServiceNow essential) Solid understanding of ITIL practices (Incident, Problem, Change Management) Experience with Microsoft environments (M365, Azure AD / Entra ID, Intune, Windows 10/11, Teams, SharePoint) Knowledge of IT asset & service management (ITAM/SAM) principles Experience managing third-party suppliers and service performance Strong reporting, analytical and service improvement capability Ability to operate in a fast-paced, high-demand environment
Tunbridge Wells, Kent £58k - £65k per year IT Helpdesk Manager nr. Tunbridge Wells / WFH to £65k Opportunity to progress your career as a Helpdesk Manager for a successful IT Managed Service Provider. As an IT Helpdesk Manager you will lead the day to day operation of a busy support function, ensuring the delivery of exceptional service while creating an environment where technical teams can perform at their best. You'll be leadership focused, centred on managing people, processes, workload planning and service quality. Overseeing team performance, resource allocation, service delivery and operational effectiveness you'll ensure tickets and requests are managed efficiently and client expectations are consistently met. You will drive service improvements, monitor key performance metrics and help build a culture of accountability, collaboration and continuous improvement, collaborating closely with technical specialists and business leaders. Location / WFH: You'll join the team based near Tunbridge Wells (parking available), three days a week with flexibility to work from home twice a week. About you: You have experience of managing or supervising a service desk, helpdesk, support team or similar operational function You have advanced organisational and time management skills, with the ability to coordinate multiple priorities in a busy support environment You're a confident people manager with the ability to motivate staff, address performance issues appropriately and support professional development You have a good technical understanding to coordinate work effectively, familiar with Microsoft 365 based working environments and general IT service delivery concepts You have strong attention to detail and a proactive approach to identifying issues before they affect service delivery You're committed to high standards of customer service and continuous improvement What's in it for you: Salary to £65k Hybrid working (x2 days WFH per week) Pension Apply now to find out more about this IT Helpdesk Manager opportunity.
23/06/2026
Full time
Tunbridge Wells, Kent £58k - £65k per year IT Helpdesk Manager nr. Tunbridge Wells / WFH to £65k Opportunity to progress your career as a Helpdesk Manager for a successful IT Managed Service Provider. As an IT Helpdesk Manager you will lead the day to day operation of a busy support function, ensuring the delivery of exceptional service while creating an environment where technical teams can perform at their best. You'll be leadership focused, centred on managing people, processes, workload planning and service quality. Overseeing team performance, resource allocation, service delivery and operational effectiveness you'll ensure tickets and requests are managed efficiently and client expectations are consistently met. You will drive service improvements, monitor key performance metrics and help build a culture of accountability, collaboration and continuous improvement, collaborating closely with technical specialists and business leaders. Location / WFH: You'll join the team based near Tunbridge Wells (parking available), three days a week with flexibility to work from home twice a week. About you: You have experience of managing or supervising a service desk, helpdesk, support team or similar operational function You have advanced organisational and time management skills, with the ability to coordinate multiple priorities in a busy support environment You're a confident people manager with the ability to motivate staff, address performance issues appropriately and support professional development You have a good technical understanding to coordinate work effectively, familiar with Microsoft 365 based working environments and general IT service delivery concepts You have strong attention to detail and a proactive approach to identifying issues before they affect service delivery You're committed to high standards of customer service and continuous improvement What's in it for you: Salary to £65k Hybrid working (x2 days WFH per week) Pension Apply now to find out more about this IT Helpdesk Manager opportunity.
Great Ormond Street Hospital is looking for a Service Desk Manager to lead the Service Desk function, focusing on service quality and team performance. Based in London, you'll support 300 colleagues across Windows and Mac environments. The role involves coaching your team, managing service incidents, and working with senior stakeholders. The position offers a salary of £53,000 annually, along with a wide range of benefits including 30 days of annual leave and a flexible working approach.
23/06/2026
Full time
Great Ormond Street Hospital is looking for a Service Desk Manager to lead the Service Desk function, focusing on service quality and team performance. Based in London, you'll support 300 colleagues across Windows and Mac environments. The role involves coaching your team, managing service incidents, and working with senior stakeholders. The position offers a salary of £53,000 annually, along with a wide range of benefits including 30 days of annual leave and a flexible working approach.
We're hiring for an IT Support Analyst to support our growing Technology team! To keep up with our growth in the UK and Ireland, we're looking for a dedicated IT Support Analyst to serve as the first point of contact for employees seeking technical assistance for technology issues. Provide technical support over the phone, in-person, or other means of communications while maintaining high levels of customer service. This position will support the end users in all offices. We're looking for someone with: Outstanding customer service skills with the ability to speak about complex issues in a down-to-earth manner. Good knowledge of current Windows Operating System. Good knowledge of Microsoft 365 office suite. Experience with PC hardware build and troubleshooting. Familiarity with Apple & Android mobile devices. Own transport as this role supports multiple sites. Experience of ServiceDesk (preferable). Experience in OpenGI or Applied Epic applications would be preferable. BA or BS degree preferred or equivalent experience. 3+ years of experience working for a corporate level service desk. Using these skills, you'll be: Setting up and testing PCs for new and existing users to ensure smooth onboarding and ongoing performance. Responding to hardware and software issues, diagnosing problems, and delivering effective solutions. Supporting and contributing to corporate initiatives as directed by your manager, including testing and documentation. Assisting with the management and maintenance of mobile devices across the organisation. Providing day-to-day IT support to team members and collaborating to resolve technical challenges. Supporting a wide range of technology products and services, including troubleshooting, user guidance, and policy communication. Identifying the most efficient and effective ways to resolve technical issues for users. Logging, updating, and closing support tickets in ServiceNow, ensuring accurate documentation and timely resolution. Handling work orders of varying complexity, escalating high priority or complex issues when required. Delivering onsite IT support for the Midland offices. Managing and maintaining IT equipment within the Midland offices to ensure reliability and availability. Who is NFP? With over 1,000 people in the UK and Ireland and over 8,000 employees worldwide, NFP is part of the Aon group and specialise in helping businesses in four core areas: Insurance (helping them manage key risks) Health and safety (supporting them to create a safer workplace for their employees) Employee benefits (helping them reward their people more effectively) HR, people and talent (supporting employers and their people to thrive through changes and challenges) What you'll love about working here working in a dynamic, fast paced organisation in an exciting industry the opportunity to do globally impactful work from day one learning from industry and business line specialists with decades of experience a huge variety of projects to work on and challenges to solve our People First culture, which illustrates our commitment to your wellbeing and development, not just as an employee but as a human being a rich suite of employee benefits and out of work perk The great benefits we offer: Finances It's important to know you're paid fairly for the hard work you put in, which is why we complete regular reviews to keep your salary in line as you progress. Plus, we offer initiatives to support and give you financial peace of mind. Matched employer pension contributions Life Assurance and Group Income Protection Lifestyle discounts for well known brands Work life balance We appreciate the importance of your life outside of work and the benefits of an effective work life balance. That's why our policies and culture respect your ability to be flexible, helping you be your best self both in and out of the office. Opportunity for hybrid working Generous annual leave allowance Health and wellbeing We firmly believe in supporting the whole person, not just the employee. At NFP, you have access to a number of initiatives and resources designed to support your physical and mental health and wellbeing. Comprehensive Private healthcare Healthcare cash plan Additional days off throughout the year to focus on your wellbeing Charity and community work At NFP, your sense of purpose will stretch far beyond your job role. With numerous opportunities to support charities and local initiatives close to our heart, you'll be able to join us in making a real difference. Numerous charity fundraising challenges and events throughout the year Opportunities to volunteer and give back to the community Award winning apprenticeship program, helping local schoolchildren take their first steps into the world of work Social It's not all hard work; we also love to let our hair down. By providing plenty of opportunities to socialise with your colleagues throughout the year, we help ensure our people get on personally as well as professionally. Two large employee events every year for summer and Christmas Enjoy out of work events and socials to get to know your team better Good office locations with plenty of opportunity to socialise outside of work Inclusion and belonging We're proud holders of Insurance Business Magazine's 5 Star Inclusion and Belonging Employer award. Through our dedicated Inclusion and Belonging committee, we hold educational events that foster a culture of curiosity, not judgement. A dedicated Inclusion and Belonging Committee, supported by our Global Advisory Board Inclusive policies and procedures to ensure all of our people are treated fairly Access to Business Resource Groups that can support with multiple of key challenges NFP and You Better Together! NFP is an inclusive Equal Employment Opportunity employer.
23/06/2026
Full time
We're hiring for an IT Support Analyst to support our growing Technology team! To keep up with our growth in the UK and Ireland, we're looking for a dedicated IT Support Analyst to serve as the first point of contact for employees seeking technical assistance for technology issues. Provide technical support over the phone, in-person, or other means of communications while maintaining high levels of customer service. This position will support the end users in all offices. We're looking for someone with: Outstanding customer service skills with the ability to speak about complex issues in a down-to-earth manner. Good knowledge of current Windows Operating System. Good knowledge of Microsoft 365 office suite. Experience with PC hardware build and troubleshooting. Familiarity with Apple & Android mobile devices. Own transport as this role supports multiple sites. Experience of ServiceDesk (preferable). Experience in OpenGI or Applied Epic applications would be preferable. BA or BS degree preferred or equivalent experience. 3+ years of experience working for a corporate level service desk. Using these skills, you'll be: Setting up and testing PCs for new and existing users to ensure smooth onboarding and ongoing performance. Responding to hardware and software issues, diagnosing problems, and delivering effective solutions. Supporting and contributing to corporate initiatives as directed by your manager, including testing and documentation. Assisting with the management and maintenance of mobile devices across the organisation. Providing day-to-day IT support to team members and collaborating to resolve technical challenges. Supporting a wide range of technology products and services, including troubleshooting, user guidance, and policy communication. Identifying the most efficient and effective ways to resolve technical issues for users. Logging, updating, and closing support tickets in ServiceNow, ensuring accurate documentation and timely resolution. Handling work orders of varying complexity, escalating high priority or complex issues when required. Delivering onsite IT support for the Midland offices. Managing and maintaining IT equipment within the Midland offices to ensure reliability and availability. Who is NFP? With over 1,000 people in the UK and Ireland and over 8,000 employees worldwide, NFP is part of the Aon group and specialise in helping businesses in four core areas: Insurance (helping them manage key risks) Health and safety (supporting them to create a safer workplace for their employees) Employee benefits (helping them reward their people more effectively) HR, people and talent (supporting employers and their people to thrive through changes and challenges) What you'll love about working here working in a dynamic, fast paced organisation in an exciting industry the opportunity to do globally impactful work from day one learning from industry and business line specialists with decades of experience a huge variety of projects to work on and challenges to solve our People First culture, which illustrates our commitment to your wellbeing and development, not just as an employee but as a human being a rich suite of employee benefits and out of work perk The great benefits we offer: Finances It's important to know you're paid fairly for the hard work you put in, which is why we complete regular reviews to keep your salary in line as you progress. Plus, we offer initiatives to support and give you financial peace of mind. Matched employer pension contributions Life Assurance and Group Income Protection Lifestyle discounts for well known brands Work life balance We appreciate the importance of your life outside of work and the benefits of an effective work life balance. That's why our policies and culture respect your ability to be flexible, helping you be your best self both in and out of the office. Opportunity for hybrid working Generous annual leave allowance Health and wellbeing We firmly believe in supporting the whole person, not just the employee. At NFP, you have access to a number of initiatives and resources designed to support your physical and mental health and wellbeing. Comprehensive Private healthcare Healthcare cash plan Additional days off throughout the year to focus on your wellbeing Charity and community work At NFP, your sense of purpose will stretch far beyond your job role. With numerous opportunities to support charities and local initiatives close to our heart, you'll be able to join us in making a real difference. Numerous charity fundraising challenges and events throughout the year Opportunities to volunteer and give back to the community Award winning apprenticeship program, helping local schoolchildren take their first steps into the world of work Social It's not all hard work; we also love to let our hair down. By providing plenty of opportunities to socialise with your colleagues throughout the year, we help ensure our people get on personally as well as professionally. Two large employee events every year for summer and Christmas Enjoy out of work events and socials to get to know your team better Good office locations with plenty of opportunity to socialise outside of work Inclusion and belonging We're proud holders of Insurance Business Magazine's 5 Star Inclusion and Belonging Employer award. Through our dedicated Inclusion and Belonging committee, we hold educational events that foster a culture of curiosity, not judgement. A dedicated Inclusion and Belonging Committee, supported by our Global Advisory Board Inclusive policies and procedures to ensure all of our people are treated fairly Access to Business Resource Groups that can support with multiple of key challenges NFP and You Better Together! NFP is an inclusive Equal Employment Opportunity employer.
IT Service Manager The Role This is an opportunity for you to join us as a Service Manager, becoming part of an established service management team responsible for the day-to-day operation of our business-as-usual support services. This role includes line management responsibilities, supporting and developing a team of Support Desk Engineers to ensure daily operations run effectively and smoothly. As a Service Manager, you will be helping maintain our key performance indicators, service levels, and promote excellent customer service. You will produce and analyse customer reports, ensuring data is clear and serve as an escalation point for internal and external stakeholders. You will be analysing service metrics contributing to the problem management process, identifying trends, anomalies, and opportunities for service improvement. Additionally, managing high severity and major incident tickets, ensuring continued alignment with existing processes. This role is subject to a standard DBS check. About You: You will have experience and knowledge of utilising ITIL best practice. You will have strong interpersonal abilities, with confidence to build and maintain effective working relationships with stakeholders at all levels. You are highly organised and able to prioritise your workload, balancing multiple demands whilst maintaining service quality. You will have proven experience in managing SLA's and KPI's to ensure consistent, high quality service delivery. Additionally, you will have the willingness to continue learning and developing to succeed in this role. About Us Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years. We are an Employee Ownership Trust - a growing company. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024. Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy. We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments. As part of our team, you'll enjoy: Salary of £30,000 to £33,000 per annum. Company Profit Share (first £3,600 is tax free (eligibility criteria apply . Holiday of 22 days per annum (increasing with length of service). In addition, 8 bank holidays. Birthday as additional paid leave (eligibility criteria apply). Ongoing training and support. Private Medical Insurance (including dental cashback) following successful completion of probation. Hybrid working (following successful completion of probation). Fresh fruit, the occasional pizza and a posh coffee machine! To Know Before Applying Regretfully, Trusted Technology Partnership is NOT a sponsoring organisation and is, therefore, not able to sponsor you for a visa if you require one (such as Tier 2) to work in the UK.
23/06/2026
Full time
IT Service Manager The Role This is an opportunity for you to join us as a Service Manager, becoming part of an established service management team responsible for the day-to-day operation of our business-as-usual support services. This role includes line management responsibilities, supporting and developing a team of Support Desk Engineers to ensure daily operations run effectively and smoothly. As a Service Manager, you will be helping maintain our key performance indicators, service levels, and promote excellent customer service. You will produce and analyse customer reports, ensuring data is clear and serve as an escalation point for internal and external stakeholders. You will be analysing service metrics contributing to the problem management process, identifying trends, anomalies, and opportunities for service improvement. Additionally, managing high severity and major incident tickets, ensuring continued alignment with existing processes. This role is subject to a standard DBS check. About You: You will have experience and knowledge of utilising ITIL best practice. You will have strong interpersonal abilities, with confidence to build and maintain effective working relationships with stakeholders at all levels. You are highly organised and able to prioritise your workload, balancing multiple demands whilst maintaining service quality. You will have proven experience in managing SLA's and KPI's to ensure consistent, high quality service delivery. Additionally, you will have the willingness to continue learning and developing to succeed in this role. About Us Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years. We are an Employee Ownership Trust - a growing company. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024. Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy. We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments. As part of our team, you'll enjoy: Salary of £30,000 to £33,000 per annum. Company Profit Share (first £3,600 is tax free (eligibility criteria apply . Holiday of 22 days per annum (increasing with length of service). In addition, 8 bank holidays. Birthday as additional paid leave (eligibility criteria apply). Ongoing training and support. Private Medical Insurance (including dental cashback) following successful completion of probation. Hybrid working (following successful completion of probation). Fresh fruit, the occasional pizza and a posh coffee machine! To Know Before Applying Regretfully, Trusted Technology Partnership is NOT a sponsoring organisation and is, therefore, not able to sponsor you for a visa if you require one (such as Tier 2) to work in the UK.
We are currently seeking a Senior IT Support Manager. In this role, you will perform support for our employee population, analyze our current systems and assets, recommend and implement solutions and upgrades, and provide training. Our ideal candidate has extensive knowledge of network maintenance, experience managing staff, and advanced industry knowledge to keep us on the cutting edge. From day one, you'll have an immediate impact on the day-to day efficiency of our IT operations, and an ongoing impact on our overall growth. Objectives of this Role Lead large IT projects, including the design and deployment of new IT systems and services Maintain essential IT operations, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware Own projects, solutions, and key responsibilities within a larger business initiative Handle business-critical IT tasks and systems administration Research and evaluate emerging technologies, hardware, and software Track and maintain hardware and software inventory Responsibilities for IT Manager Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure Help define IT infrastructure strategy, architecture, and processes Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs Assess vendors and develop test strategies for new hardware and software Troubleshoot hardware and software issues related to internal IT Supervising daily operations of network and server infrastructure Aligning IT infrastructure with current and future business requirements and goals Evaluating risk, developing network recovery and backup processes Assessing and purchasing new and replacement hardware Testing, troubleshooting and adjusting information systems to operate effectively Implementing security of the network, data and its storage and communication systems Ensure network components meet business needs and work together seamlessly, using the full range of capabilities, and stay informed about new features and competitive solutions Train employees on both software and hardware, troubleshoot, and provide technical support when needed Develop and execute disaster procedures, and maintain data backups Manage information technology and computer systems Identify problematic areas and implement strategic solutions in time Preserve assets, information security and control structures Proven working experience as an IT Manager or relevant experience Excellent knowledge of technical management, information analysis and of computer hardware/software systems Expertise in data center management and data governance Hands on experience with computer networks, network administration and network installation Qualifications for IT Manager Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience 5-7 years experience in IT management Experience leading and managing large IT projects and rolling out IT infrastructures across various technologies Excellent working knowledge of computer systems, security, network and systems administration, databases and data storage systems, and phone systems Strong critical thinking and decision making skills Excellent project management skills and strong ability to prioritize Firm grasp on IT infrastructure and operations best practices Experience across different software solutions, including: desktop operating systems (MS Windows, MacOS), server operating systems (MS Windows, Linux), cloud based technologies (Google Workspaces, AWS, SD WAN), SaaS solutions (Okta, Dynamics365, Microsoft365), mobile (iOS, Android), backup and recovery procedures, and system performance monitoring Experience across different hardware solutions, including: Cisco Switches/Routers, Meraki/Palo Alto Firewalls, Meraki Wireless Access Points; Cisco Unified Communications Expertise with implementing, configuring, and testing solutions Proven leadership skills Strong creative and analytical thinking Professional certifications preferred (i.e. A+, Network+, CCNA, MCP)
23/06/2026
Full time
We are currently seeking a Senior IT Support Manager. In this role, you will perform support for our employee population, analyze our current systems and assets, recommend and implement solutions and upgrades, and provide training. Our ideal candidate has extensive knowledge of network maintenance, experience managing staff, and advanced industry knowledge to keep us on the cutting edge. From day one, you'll have an immediate impact on the day-to day efficiency of our IT operations, and an ongoing impact on our overall growth. Objectives of this Role Lead large IT projects, including the design and deployment of new IT systems and services Maintain essential IT operations, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware Own projects, solutions, and key responsibilities within a larger business initiative Handle business-critical IT tasks and systems administration Research and evaluate emerging technologies, hardware, and software Track and maintain hardware and software inventory Responsibilities for IT Manager Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure Help define IT infrastructure strategy, architecture, and processes Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs Assess vendors and develop test strategies for new hardware and software Troubleshoot hardware and software issues related to internal IT Supervising daily operations of network and server infrastructure Aligning IT infrastructure with current and future business requirements and goals Evaluating risk, developing network recovery and backup processes Assessing and purchasing new and replacement hardware Testing, troubleshooting and adjusting information systems to operate effectively Implementing security of the network, data and its storage and communication systems Ensure network components meet business needs and work together seamlessly, using the full range of capabilities, and stay informed about new features and competitive solutions Train employees on both software and hardware, troubleshoot, and provide technical support when needed Develop and execute disaster procedures, and maintain data backups Manage information technology and computer systems Identify problematic areas and implement strategic solutions in time Preserve assets, information security and control structures Proven working experience as an IT Manager or relevant experience Excellent knowledge of technical management, information analysis and of computer hardware/software systems Expertise in data center management and data governance Hands on experience with computer networks, network administration and network installation Qualifications for IT Manager Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience 5-7 years experience in IT management Experience leading and managing large IT projects and rolling out IT infrastructures across various technologies Excellent working knowledge of computer systems, security, network and systems administration, databases and data storage systems, and phone systems Strong critical thinking and decision making skills Excellent project management skills and strong ability to prioritize Firm grasp on IT infrastructure and operations best practices Experience across different software solutions, including: desktop operating systems (MS Windows, MacOS), server operating systems (MS Windows, Linux), cloud based technologies (Google Workspaces, AWS, SD WAN), SaaS solutions (Okta, Dynamics365, Microsoft365), mobile (iOS, Android), backup and recovery procedures, and system performance monitoring Experience across different hardware solutions, including: Cisco Switches/Routers, Meraki/Palo Alto Firewalls, Meraki Wireless Access Points; Cisco Unified Communications Expertise with implementing, configuring, and testing solutions Proven leadership skills Strong creative and analytical thinking Professional certifications preferred (i.e. A+, Network+, CCNA, MCP)
Location: Coventry. Salary: £28,500 per annum. About the Role Atlas Workplace Services is seeking a professional and customer-focused Front of House & Facilities Coordinator to join our team supporting our Client in Coventry. This is a varied, hands on role combining front of house responsibilities with facilities coordination. Acting as the first point of contact, you'll deliver an exceptional visitor experience while supporting the day to day delivery of Total Facilities Management (TFM) services. Principle Duties and Responsibilities Logging issues via our internal help desk pertaining to items within Atlas Workplace Services' management including maintenance, cleaning, etc and monitoring progress to resolve. Supporting, assisting and supervising all facilities activities across the sites. Preparing meeting rooms for a range of uses, including setting out, removal and storage of furniture and equipment, in accordance with health and safety and manual handling procedures. Carrying out minor fabric repairs as directed by the Contract Manager. Cleaning designated areas as and when required. Completion of periodic cleaning tasks. Ensuring that bodily and other emergency spillages are dealt with in accordance with the agreed procedures. Disposing of waste materials arising from the use of the premises that are not covered by alternative arrangements. Stock control of site consumables. Front of House & Hospitality Act as the first point of contact for all visitors, contractors and stakeholders, providing a professional meet and greet service. Manage visitor sign in processes and ensure compliance with site security and health & safety procedures. Coordinate meeting room bookings and scheduling using site booking systems. Prepare meeting rooms for client meetings, training sessions and events, ensuring rooms are presented to a high standard. Coordinate hospitality requirements including catering, refreshments and room setup. Conduct room checks before and after meetings to ensure cleanliness, functionality and readiness for use. Liaise with internal teams and service providers to ensure meeting and event requirements are delivered effectively. Maintain reception, breakout and communal areas to a professional standard at all times. Manage incoming calls, emails and general enquiries, directing requests appropriately. Operational Support the Facilities Manager to ensure all TFM services are managed, delivered and developed in line with contractual and continuous improvement commitments. Promote a culture of change and enhancement, always challenging the norm and identifying ways to improve service delivery. Ensure consistently high and uniform standards are delivered. Work closely with account coordinators ensuring coordination of planned and reactive tasks are completed in advance of requirements to ensure smooth delivery. Assist the Contract Manager by contributing to the management information for presentation to Atlas Workplace Services. Create a customer focused culture, developing excellent relationships and effective stakeholder management through good communication, taking ownership, delivering commitments and working together. Lead by example promoting a customer centric and health & safety culture. Continuously review and assess processes and ways of working to lead a best in practice service to the customer. Suggest, implement and monitor success factors of trialling new ways of working. Support the Facilities Support Manager with day to day facilities administration and operational activities. Develop knowledge and competency in Atlas Workplace Services systems, processes and CAFM platforms. Assist with the production of client reports, service performance data and monthly reporting packs. Support the collation, validation and analysis of operational data to ensure accurate reporting. Assist with monitoring service delivery KPIs and continuous improvement initiatives. Support the management of planned and reactive works through CAFM systems and associated reporting tools. Develop an understanding of contract compliance requirements and support the maintenance of operational records. Participate in training and development activities to build knowledge of facilities management best practice. Health & Safety and Compliance Ensure a quality company image is portrayed by site based staff and the client's business is respected and supported at all times to ensure a safe and compliant environment. Provide site specific inductions to contractors before commencement of any work and ensure required paperwork/permits are completed in line with Atlas Workplace Services' control procedures. Manage and maintain all PPM and statutory records on site to ensure a fully compliant service delivery at all times. Operate within agreed operational and/or management guidelines, ensuring company policies and procedures are adhered to while always working within the limits of Atlas Workplace Services corporate governance. Escalate any H&S issues in the event of serious concerns and liaise with Atlas Workplace Services' Head of Health & Safety. Report all incidents and accidents. Any other tasks assigned by your line or contract manager in line with individual skills and qualifications. About You Minimum Qualifications, Certifications and Training required GCSE English and Maths or equivalent. BICSc Qualifications (Desirable). Accredited Health and Safety qualification e.g. IOSH Managing Safely (Desirable). First Aid Certificate (Emergency First Aid at Work as a minimum) (Desirable). Essential Knowledge, Skills and Experience for this role Minimum of 3 years in a Multi Service FM Delivery environment. Good communication skills both verbal and written. Excellent organisational skills. Previous experience of using CAFM systems.
23/06/2026
Full time
Location: Coventry. Salary: £28,500 per annum. About the Role Atlas Workplace Services is seeking a professional and customer-focused Front of House & Facilities Coordinator to join our team supporting our Client in Coventry. This is a varied, hands on role combining front of house responsibilities with facilities coordination. Acting as the first point of contact, you'll deliver an exceptional visitor experience while supporting the day to day delivery of Total Facilities Management (TFM) services. Principle Duties and Responsibilities Logging issues via our internal help desk pertaining to items within Atlas Workplace Services' management including maintenance, cleaning, etc and monitoring progress to resolve. Supporting, assisting and supervising all facilities activities across the sites. Preparing meeting rooms for a range of uses, including setting out, removal and storage of furniture and equipment, in accordance with health and safety and manual handling procedures. Carrying out minor fabric repairs as directed by the Contract Manager. Cleaning designated areas as and when required. Completion of periodic cleaning tasks. Ensuring that bodily and other emergency spillages are dealt with in accordance with the agreed procedures. Disposing of waste materials arising from the use of the premises that are not covered by alternative arrangements. Stock control of site consumables. Front of House & Hospitality Act as the first point of contact for all visitors, contractors and stakeholders, providing a professional meet and greet service. Manage visitor sign in processes and ensure compliance with site security and health & safety procedures. Coordinate meeting room bookings and scheduling using site booking systems. Prepare meeting rooms for client meetings, training sessions and events, ensuring rooms are presented to a high standard. Coordinate hospitality requirements including catering, refreshments and room setup. Conduct room checks before and after meetings to ensure cleanliness, functionality and readiness for use. Liaise with internal teams and service providers to ensure meeting and event requirements are delivered effectively. Maintain reception, breakout and communal areas to a professional standard at all times. Manage incoming calls, emails and general enquiries, directing requests appropriately. Operational Support the Facilities Manager to ensure all TFM services are managed, delivered and developed in line with contractual and continuous improvement commitments. Promote a culture of change and enhancement, always challenging the norm and identifying ways to improve service delivery. Ensure consistently high and uniform standards are delivered. Work closely with account coordinators ensuring coordination of planned and reactive tasks are completed in advance of requirements to ensure smooth delivery. Assist the Contract Manager by contributing to the management information for presentation to Atlas Workplace Services. Create a customer focused culture, developing excellent relationships and effective stakeholder management through good communication, taking ownership, delivering commitments and working together. Lead by example promoting a customer centric and health & safety culture. Continuously review and assess processes and ways of working to lead a best in practice service to the customer. Suggest, implement and monitor success factors of trialling new ways of working. Support the Facilities Support Manager with day to day facilities administration and operational activities. Develop knowledge and competency in Atlas Workplace Services systems, processes and CAFM platforms. Assist with the production of client reports, service performance data and monthly reporting packs. Support the collation, validation and analysis of operational data to ensure accurate reporting. Assist with monitoring service delivery KPIs and continuous improvement initiatives. Support the management of planned and reactive works through CAFM systems and associated reporting tools. Develop an understanding of contract compliance requirements and support the maintenance of operational records. Participate in training and development activities to build knowledge of facilities management best practice. Health & Safety and Compliance Ensure a quality company image is portrayed by site based staff and the client's business is respected and supported at all times to ensure a safe and compliant environment. Provide site specific inductions to contractors before commencement of any work and ensure required paperwork/permits are completed in line with Atlas Workplace Services' control procedures. Manage and maintain all PPM and statutory records on site to ensure a fully compliant service delivery at all times. Operate within agreed operational and/or management guidelines, ensuring company policies and procedures are adhered to while always working within the limits of Atlas Workplace Services corporate governance. Escalate any H&S issues in the event of serious concerns and liaise with Atlas Workplace Services' Head of Health & Safety. Report all incidents and accidents. Any other tasks assigned by your line or contract manager in line with individual skills and qualifications. About You Minimum Qualifications, Certifications and Training required GCSE English and Maths or equivalent. BICSc Qualifications (Desirable). Accredited Health and Safety qualification e.g. IOSH Managing Safely (Desirable). First Aid Certificate (Emergency First Aid at Work as a minimum) (Desirable). Essential Knowledge, Skills and Experience for this role Minimum of 3 years in a Multi Service FM Delivery environment. Good communication skills both verbal and written. Excellent organisational skills. Previous experience of using CAFM systems.
Man Group is a global alternative investment management firm focused on pursuing outperformance for sophisticated clients via our Systematic, Discretionary and Solutions offerings. Powered by talent and advanced technology, our single and multi-manager investment strategies are underpinned by deep research and span public and private markets, across all major asset classes, with a significant focus on alternatives. Man Group takes a partnership approach to working with clients, establishing deep connections and creating tailored solutions to meet their investment goals and those of the millions of retirees and savers they represent. Headquartered in London, we manage $228.7 billion and operate across multiple offices globally. Man Group plc is listed on the London Stock Exchange under the ticker EMG.LN and is a constituent of the FTSE 250 Index. Further information can be found at As at 31 March 2026 Job Profile Summary The Apprentice Tech Support Engineer will be responsible for ensuring the smooth running and stability of various systems across the business spanning front and back office. This will include monitoring critical systems, anticipating and resolving issues as they arise and thinking of ways of reducing common problems. Responsibilities Be the first point of contact for the Tech Support function, managing customer queries by assigning an appropriate priority and setting the expectation with the user. Visit users at their desks, provide remote support and active participation when located on our Tech Bars. A good understanding incident and problem management. Responsible for resolving and troubleshooting queries, escalating to specialists where appropriate, and managing the technical relationships with our users. Support our users on a wide range of technologies to meet the agreed Service Level Agreements. Key Skills & Experience Be genuinely interested in technology and eager to provide a user focused experience. An understanding of Apple and Android handsets in a Mobile Device Managed environment. Knowledge of the ITIL management framework. An understanding of Windows Operating Systems and Citrix would be beneficial. Trade floor support and market data applications (Reuters/Bloomberg) experience is desirable but not essential. To Apply You'll Need The right to work in the UK To have lived in the UK or EEA continuously for the past 3 years Not to have previously studied the course content Not to undertake any other qualification during your apprenticeship To be able to apply your learning to your role Qualification Level 3 ICT Duration 18-month programme (15-month training, 3-month apprenticeship assessment) Knowledge exam, project and presentation, and portfolio-based interview Who's it for? Entry-level - perfect for school leavers, those at an early stage of their career, or individuals looking for a new professional challenge Inclusion, Work-Life Balance and Benefits at Man Group You'll thrive in our working environment that champions equality of opportunity. Your unique perspective will contribute to our success, joining a workplace where inclusion is fundamental and deeply embedded in our culture and values. Through our external and internal initiatives, partnerships and programmes, you'll find opportunities to grow, develop your talents, and help foster an inclusive environment for all across our firm and industry. Learn more at You'll have opportunities to make a difference through our charitable and global initiatives, while advancing your career through professional development, and with flexible working arrangements available too. Like all our people, you'll receive two annual 'Mankind' days of paid leave for community volunteering. Our comprehensive benefits package includes competitive holiday entitlements, pension/401k, life and long-term disability coverage, group sick pay, enhanced parental leave and long-service leave. Depending on your location, you may also enjoy additional benefits such as private medical coverage, discounted gym membership options and pet insurance. Equal Employment Opportunity Policy Man Group provides equal employment opportunities to all applicants and all employees without regard to race, color, creed, national origin, ancestry, religion, disability, sex, gender identity and expression, marital status, sexual orientation, military or veteran status, age or any other legally protected category or status in accordance with applicable federal, state and local laws. Man Group is a Disability Confident Committed employer; if you require help or information on reasonable adjustments as you apply for roles with us, please .
23/06/2026
Full time
Man Group is a global alternative investment management firm focused on pursuing outperformance for sophisticated clients via our Systematic, Discretionary and Solutions offerings. Powered by talent and advanced technology, our single and multi-manager investment strategies are underpinned by deep research and span public and private markets, across all major asset classes, with a significant focus on alternatives. Man Group takes a partnership approach to working with clients, establishing deep connections and creating tailored solutions to meet their investment goals and those of the millions of retirees and savers they represent. Headquartered in London, we manage $228.7 billion and operate across multiple offices globally. Man Group plc is listed on the London Stock Exchange under the ticker EMG.LN and is a constituent of the FTSE 250 Index. Further information can be found at As at 31 March 2026 Job Profile Summary The Apprentice Tech Support Engineer will be responsible for ensuring the smooth running and stability of various systems across the business spanning front and back office. This will include monitoring critical systems, anticipating and resolving issues as they arise and thinking of ways of reducing common problems. Responsibilities Be the first point of contact for the Tech Support function, managing customer queries by assigning an appropriate priority and setting the expectation with the user. Visit users at their desks, provide remote support and active participation when located on our Tech Bars. A good understanding incident and problem management. Responsible for resolving and troubleshooting queries, escalating to specialists where appropriate, and managing the technical relationships with our users. Support our users on a wide range of technologies to meet the agreed Service Level Agreements. Key Skills & Experience Be genuinely interested in technology and eager to provide a user focused experience. An understanding of Apple and Android handsets in a Mobile Device Managed environment. Knowledge of the ITIL management framework. An understanding of Windows Operating Systems and Citrix would be beneficial. Trade floor support and market data applications (Reuters/Bloomberg) experience is desirable but not essential. To Apply You'll Need The right to work in the UK To have lived in the UK or EEA continuously for the past 3 years Not to have previously studied the course content Not to undertake any other qualification during your apprenticeship To be able to apply your learning to your role Qualification Level 3 ICT Duration 18-month programme (15-month training, 3-month apprenticeship assessment) Knowledge exam, project and presentation, and portfolio-based interview Who's it for? Entry-level - perfect for school leavers, those at an early stage of their career, or individuals looking for a new professional challenge Inclusion, Work-Life Balance and Benefits at Man Group You'll thrive in our working environment that champions equality of opportunity. Your unique perspective will contribute to our success, joining a workplace where inclusion is fundamental and deeply embedded in our culture and values. Through our external and internal initiatives, partnerships and programmes, you'll find opportunities to grow, develop your talents, and help foster an inclusive environment for all across our firm and industry. Learn more at You'll have opportunities to make a difference through our charitable and global initiatives, while advancing your career through professional development, and with flexible working arrangements available too. Like all our people, you'll receive two annual 'Mankind' days of paid leave for community volunteering. Our comprehensive benefits package includes competitive holiday entitlements, pension/401k, life and long-term disability coverage, group sick pay, enhanced parental leave and long-service leave. Depending on your location, you may also enjoy additional benefits such as private medical coverage, discounted gym membership options and pet insurance. Equal Employment Opportunity Policy Man Group provides equal employment opportunities to all applicants and all employees without regard to race, color, creed, national origin, ancestry, religion, disability, sex, gender identity and expression, marital status, sexual orientation, military or veteran status, age or any other legally protected category or status in accordance with applicable federal, state and local laws. Man Group is a Disability Confident Committed employer; if you require help or information on reasonable adjustments as you apply for roles with us, please .
Conway Hall is looking to recruit casual AV Technicians to support with the technical delivery of our events programme. The ideal candidate will have experience as a live event technician for an arts, heritage or event venue, as well as working in live-streamed and hybrid events. You will be a proactive and independent worker, able to work calmly and confidently under pressure and provide creative problem-solving solutions when needed. Role Reporting to the Head of Programmes, AV Technicians at Conway Hall provide technical knowledge and experience to ensure the smooth delivery of events and performances at our busy venue. Successful candidates will have experience of delivering live in-person events, as well as streamed and hybrid events. Key Tasks To provide technical services in the delivery of Conway Hall's events programme, including sound, lighting and streaming. To work with the Head of Programmes and Technical Manager to improve the technical capacities and delivery of the events programme. To work closely with the Event Manager to ensure the smooth delivery of all events. To maintain a professional and approachable manner with all speakers, artists and external collaborators on all events. To work as part of a team representing Conway Hall's ethos, style and values. General Comply with Conway Hall's policies. Undertake training, as required. Any other reasonable duties as required by the Head of Programmes. Person Specification Experience as a live event technician for an arts, heritage or event venue. Experience of delivering live-streamed events. Experience of OBS or similar software. Experience with sound equipment including in-house PA systems, mixing desks and microphones. An ability to work calmly and confidently under pressure. A proactive and positive attitude to problem-solving. Excellent interpersonal and communications skills. An ability to work on own initiative and collaboratively. Flexibility to work weekends and evenings. Experience of working with rigged lighting Experience of rigging/de-rigging Video editing experience The rate of pay for this post will £20.00 per hour. Holiday is incorporated into hourly pay. The post is offered as a casual, part time role. Core working hours will be to cover event or show times, primarily during evenings and weekends. There will be a minimum 4 hour call for all events. The post will be subject to a three-month probationary period. Full terms and conditions will be made available on offer of appointment. You will need to provide evidence that you have the necessary permission to work in the UK. Conway Hall is committed to equal opportunities and diversity. We welcome and encourage job applications from people of all backgrounds.
23/06/2026
Full time
Conway Hall is looking to recruit casual AV Technicians to support with the technical delivery of our events programme. The ideal candidate will have experience as a live event technician for an arts, heritage or event venue, as well as working in live-streamed and hybrid events. You will be a proactive and independent worker, able to work calmly and confidently under pressure and provide creative problem-solving solutions when needed. Role Reporting to the Head of Programmes, AV Technicians at Conway Hall provide technical knowledge and experience to ensure the smooth delivery of events and performances at our busy venue. Successful candidates will have experience of delivering live in-person events, as well as streamed and hybrid events. Key Tasks To provide technical services in the delivery of Conway Hall's events programme, including sound, lighting and streaming. To work with the Head of Programmes and Technical Manager to improve the technical capacities and delivery of the events programme. To work closely with the Event Manager to ensure the smooth delivery of all events. To maintain a professional and approachable manner with all speakers, artists and external collaborators on all events. To work as part of a team representing Conway Hall's ethos, style and values. General Comply with Conway Hall's policies. Undertake training, as required. Any other reasonable duties as required by the Head of Programmes. Person Specification Experience as a live event technician for an arts, heritage or event venue. Experience of delivering live-streamed events. Experience of OBS or similar software. Experience with sound equipment including in-house PA systems, mixing desks and microphones. An ability to work calmly and confidently under pressure. A proactive and positive attitude to problem-solving. Excellent interpersonal and communications skills. An ability to work on own initiative and collaboratively. Flexibility to work weekends and evenings. Experience of working with rigged lighting Experience of rigging/de-rigging Video editing experience The rate of pay for this post will £20.00 per hour. Holiday is incorporated into hourly pay. The post is offered as a casual, part time role. Core working hours will be to cover event or show times, primarily during evenings and weekends. There will be a minimum 4 hour call for all events. The post will be subject to a three-month probationary period. Full terms and conditions will be made available on offer of appointment. You will need to provide evidence that you have the necessary permission to work in the UK. Conway Hall is committed to equal opportunities and diversity. We welcome and encourage job applications from people of all backgrounds.
Salary: £32,000 - 35,000 per year Requirements We require a minimum of 5+ years experience in IT infrastructure, networking, service delivery, or equivalent roles. We require IT-relevant certification(s), such as a BSc, Diploma, CompTIA, or equivalent. We require strong knowledge of ITIL. We require a full UK driving licence. We require proven experience administering Microsoft 365 tenant(s), including user and device management, security baselines, Purview, compliance configuration, and continuous improvement of configuration and service health. We require strong endpoint management skills, including Intune policies, device onboarding, patching, software deployment, and lifecycle management. We require working knowledge of identity and security controls, including MFA, Conditional Access, and RBAC/least privilege, as well as support for incident response activities. We require experience working within a Service Desk or ticketing environment, managing workload to SLAs and owning incidents and requests through to resolution. We require demonstrable experience supporting a busy environment, with the ability to prioritise workload and support others through guidance and knowledge sharing. We require excellent problem-solving and decision making abilities with a focus on delivering results. We require effective verbal and written communication skills, with the ability to explain technical information clearly and concisely to non technical users. We require enthusiasm and a passion for helping others. Responsibilities We maintain reliable and secure IT infrastructure, making recommendations for improvement. We work closely with the IT Manager to implement approved changes and improvements, ensuring our work aligns with department goals. We take ownership of complex incidents and escalations, ensuring thorough diagnosis, resolution, and clear communication. We develop and maintain technical documentation, procedures, and records. We mentor and support IT Technicians, sharing knowledge and promoting consistent ways of working. We collaborate with colleagues and other departments to enhance operational efficiency. We provide timely technical support to internal users and our Corporate Distributors, ensuring a high standard of service and clear communication. We support SAAS application development, including Zoho One. We administer Microsoft 365, including Entra ID, Intune, Purview, compliance controls, and core services. We manage LAN/WAN network security and patch management. We handle VM management across VMware and Proxmox. We support cyber security and firewall management. We administer AWS cloud services. We support IT incident response and disaster recovery activities. Technologies AWS Cloud Firewall Support ITIL LAN Microsoft 365 Network RBAC Security VMware Office 365 DevOps More We are a growing international organisation operating in more than 120 countries, and we are looking for a full time, permanent Senior IT Technician to join our six person team supporting our Head Office in Harrogate, our corporate offices in Bangkok and Nanjing, and our distributors in the UK and Germany. This is an on site role in Harrogate, North Yorkshire (HG1), working Monday to Friday, 8:45am to 5:15pm, 37.5 hours per week. We offer a highly competitive package including a quarterly performance bonus scheme, flexible dress code, private healthcare, life assurance, permanent health insurance, a defined contribution company pension through salary sacrifice, an employee assistance programme, cycle to work scheme, free onsite parking with EV charging available, a birthday gift, and 23 days holiday plus bank holidays. We also provide long term career prospects alongside considerable training and development opportunities.
23/06/2026
Full time
Salary: £32,000 - 35,000 per year Requirements We require a minimum of 5+ years experience in IT infrastructure, networking, service delivery, or equivalent roles. We require IT-relevant certification(s), such as a BSc, Diploma, CompTIA, or equivalent. We require strong knowledge of ITIL. We require a full UK driving licence. We require proven experience administering Microsoft 365 tenant(s), including user and device management, security baselines, Purview, compliance configuration, and continuous improvement of configuration and service health. We require strong endpoint management skills, including Intune policies, device onboarding, patching, software deployment, and lifecycle management. We require working knowledge of identity and security controls, including MFA, Conditional Access, and RBAC/least privilege, as well as support for incident response activities. We require experience working within a Service Desk or ticketing environment, managing workload to SLAs and owning incidents and requests through to resolution. We require demonstrable experience supporting a busy environment, with the ability to prioritise workload and support others through guidance and knowledge sharing. We require excellent problem-solving and decision making abilities with a focus on delivering results. We require effective verbal and written communication skills, with the ability to explain technical information clearly and concisely to non technical users. We require enthusiasm and a passion for helping others. Responsibilities We maintain reliable and secure IT infrastructure, making recommendations for improvement. We work closely with the IT Manager to implement approved changes and improvements, ensuring our work aligns with department goals. We take ownership of complex incidents and escalations, ensuring thorough diagnosis, resolution, and clear communication. We develop and maintain technical documentation, procedures, and records. We mentor and support IT Technicians, sharing knowledge and promoting consistent ways of working. We collaborate with colleagues and other departments to enhance operational efficiency. We provide timely technical support to internal users and our Corporate Distributors, ensuring a high standard of service and clear communication. We support SAAS application development, including Zoho One. We administer Microsoft 365, including Entra ID, Intune, Purview, compliance controls, and core services. We manage LAN/WAN network security and patch management. We handle VM management across VMware and Proxmox. We support cyber security and firewall management. We administer AWS cloud services. We support IT incident response and disaster recovery activities. Technologies AWS Cloud Firewall Support ITIL LAN Microsoft 365 Network RBAC Security VMware Office 365 DevOps More We are a growing international organisation operating in more than 120 countries, and we are looking for a full time, permanent Senior IT Technician to join our six person team supporting our Head Office in Harrogate, our corporate offices in Bangkok and Nanjing, and our distributors in the UK and Germany. This is an on site role in Harrogate, North Yorkshire (HG1), working Monday to Friday, 8:45am to 5:15pm, 37.5 hours per week. We offer a highly competitive package including a quarterly performance bonus scheme, flexible dress code, private healthcare, life assurance, permanent health insurance, a defined contribution company pension through salary sacrifice, an employee assistance programme, cycle to work scheme, free onsite parking with EV charging available, a birthday gift, and 23 days holiday plus bank holidays. We also provide long term career prospects alongside considerable training and development opportunities.
Babcock Mission Critical Services España SA.
Bristol, Gloucestershire
Service Desk Manager Location: Bristol, GB, BS16 1EJ Onsite or Hybrid: OnSite Job Title: Service Desk Manager Location: Bristol Compensation: £44,600 - £55,800 Depending on Experience + Benefits Role Type: Full time / Permanent Role ID: SF72222 Lead a high-performing team delivering critical IT services that keep defence operations running smoothly At Babcock we're working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Manager at our Babcock Technology Centre site. The role As a Service Desk Manager, you'll take the lead in managing the day to day performance of our support teams. You'll be a key figure in maintaining the quality, reliability and responsiveness of the IT services that underpin Babcock's critical operations, including those that directly support national defence. Day to day, you'll be responsible for achieving service delivery targets, driving continuous improvement within a high-volume environment, ensuring strong customer relationships, and maintaining excellence in Incident Management. This is an exciting opportunity to take ownership of service performance within a high impact digital environment, grow your leadership capability, and play a meaningful role in supporting UK defence related operations. Oversee the day to day running of the Service Desk, ensuring seamless IT service provision. Act as the Management Representative for DNDC service delivery, ensuring all obligations are met. Manage incidents within the ITSM tool, ensuring service performance targets are achieved internally and for our customer, the MOD. Ensure Incident Management processes are consistently followed, including reporting and continuous improvement activity. Build and maintain effective working relationships with customers, internal stakeholders and industry partners. This role is full time, 35 hours per week and is based on site 5 days a week at Babcock Technology Centre. Essential experience of the Service Desk Manager Experience within a high-volume ticket request environment Practical experience of the full systems development lifecycle (waterfall, agile etc.) Strong root cause analysis capability A solid understanding of business process and information management principle Ability to work well under pressure, meet deadlines, communicate confidently at all levels, with excellent analytical and problem solving skills Qualifications for the Service Desk Manager Degree level qualified in IT, project/programme management OR relevant experience within a similar role ITIL v4 certification Additional training or certifications in IT service management, service operations or digital leadership - Desirable Security Clearance The successful candidate must be a sole UK National who is able to achieve and maintain Security Check (SC) security clearance for this role. Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. What we offer Matched contribution pension scheme, with life assurance Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+ Employee share scheme Employee shopping savings portal Payment of Professional Fees Reservists in the armed forces receive 10 days of special paid leave Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. There is an annual Window to request this benefit. 'Be Kind Day' enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing. We are a disability confident committed employer We commit to building an inclusive culture where everyone's free to thrive. If you have a disability or need any reasonable adjustments during the application and selection stages, please email with the subject header 'Reasonable adjustments requirement'. We are happy to talk about flexible working - please ask about alternative patterns of work at interview.
23/06/2026
Full time
Service Desk Manager Location: Bristol, GB, BS16 1EJ Onsite or Hybrid: OnSite Job Title: Service Desk Manager Location: Bristol Compensation: £44,600 - £55,800 Depending on Experience + Benefits Role Type: Full time / Permanent Role ID: SF72222 Lead a high-performing team delivering critical IT services that keep defence operations running smoothly At Babcock we're working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Manager at our Babcock Technology Centre site. The role As a Service Desk Manager, you'll take the lead in managing the day to day performance of our support teams. You'll be a key figure in maintaining the quality, reliability and responsiveness of the IT services that underpin Babcock's critical operations, including those that directly support national defence. Day to day, you'll be responsible for achieving service delivery targets, driving continuous improvement within a high-volume environment, ensuring strong customer relationships, and maintaining excellence in Incident Management. This is an exciting opportunity to take ownership of service performance within a high impact digital environment, grow your leadership capability, and play a meaningful role in supporting UK defence related operations. Oversee the day to day running of the Service Desk, ensuring seamless IT service provision. Act as the Management Representative for DNDC service delivery, ensuring all obligations are met. Manage incidents within the ITSM tool, ensuring service performance targets are achieved internally and for our customer, the MOD. Ensure Incident Management processes are consistently followed, including reporting and continuous improvement activity. Build and maintain effective working relationships with customers, internal stakeholders and industry partners. This role is full time, 35 hours per week and is based on site 5 days a week at Babcock Technology Centre. Essential experience of the Service Desk Manager Experience within a high-volume ticket request environment Practical experience of the full systems development lifecycle (waterfall, agile etc.) Strong root cause analysis capability A solid understanding of business process and information management principle Ability to work well under pressure, meet deadlines, communicate confidently at all levels, with excellent analytical and problem solving skills Qualifications for the Service Desk Manager Degree level qualified in IT, project/programme management OR relevant experience within a similar role ITIL v4 certification Additional training or certifications in IT service management, service operations or digital leadership - Desirable Security Clearance The successful candidate must be a sole UK National who is able to achieve and maintain Security Check (SC) security clearance for this role. Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. What we offer Matched contribution pension scheme, with life assurance Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+ Employee share scheme Employee shopping savings portal Payment of Professional Fees Reservists in the armed forces receive 10 days of special paid leave Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. There is an annual Window to request this benefit. 'Be Kind Day' enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing. We are a disability confident committed employer We commit to building an inclusive culture where everyone's free to thrive. If you have a disability or need any reasonable adjustments during the application and selection stages, please email with the subject header 'Reasonable adjustments requirement'. We are happy to talk about flexible working - please ask about alternative patterns of work at interview.
Nhs National Services Scotland
South Queensferry, West Lothian
SCOTTISH AMBULANCE SERVICE ICT DEPARTMENT ICT Systems Support Team Leader South Queensferry We are seeking an experienced ICT Support Team Leader to join our organization. In this role, you will: Manage the local ICT Systems Support Team, overseeing their daily operations and performance. Serve as the primary liaison between the ICT Team and the Systems Support Manager/ICT Service Desk. Coordinate and allocate work assignments for your team members. To ensure efficient and effective delivery of IT support services in the East of Scotland the post holder is required to have an in-depth specialist knowledge of the following ICT Systems combined with practical experience of the following: Windows 10&11 OS, Windows 2022, 2025 Server, Windows 2016 SQL Server, Office 365 and Windows IIS. Windows 2019, 2022, 2025 Server Roles & Features SQL Server Console Management Windows Remote Desktop Services Azure AAD / Intune / Exchange VMware and Azure experience PowerShell Scripting experience Active Directory & Group Policy Management Hardware and Software support Installation and configuration of commercial and bespoke software applications Helpdesk Ticketing systems Excellent People Management Skills The post holder should also have excellent communication, team building and time management skills as well as experience in creating a supportive working atmosphere where everyone feels valued and respected. The successful candidate will be expected to actively lead, motivate, and contribute to the ICT Team and ensure the continued provision of an excellent level of service to SAS. The role involves participating in a 24/7 on call rota. The role will involve some travel throughout Scotland and possible overnight stays. To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service. As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visa as well as EU settled and pre-settled status. To find out more about these routes of permission, please refer to the GOV.UK websitehere. Please note that SAS is NOT licensed to issue certificates of sponsorship under current UK Visas and Immigration (UKVI) regulations. Applicants must have the right to work in the UK without requiring sponsorship to work with us. NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.
23/06/2026
Full time
SCOTTISH AMBULANCE SERVICE ICT DEPARTMENT ICT Systems Support Team Leader South Queensferry We are seeking an experienced ICT Support Team Leader to join our organization. In this role, you will: Manage the local ICT Systems Support Team, overseeing their daily operations and performance. Serve as the primary liaison between the ICT Team and the Systems Support Manager/ICT Service Desk. Coordinate and allocate work assignments for your team members. To ensure efficient and effective delivery of IT support services in the East of Scotland the post holder is required to have an in-depth specialist knowledge of the following ICT Systems combined with practical experience of the following: Windows 10&11 OS, Windows 2022, 2025 Server, Windows 2016 SQL Server, Office 365 and Windows IIS. Windows 2019, 2022, 2025 Server Roles & Features SQL Server Console Management Windows Remote Desktop Services Azure AAD / Intune / Exchange VMware and Azure experience PowerShell Scripting experience Active Directory & Group Policy Management Hardware and Software support Installation and configuration of commercial and bespoke software applications Helpdesk Ticketing systems Excellent People Management Skills The post holder should also have excellent communication, team building and time management skills as well as experience in creating a supportive working atmosphere where everyone feels valued and respected. The successful candidate will be expected to actively lead, motivate, and contribute to the ICT Team and ensure the continued provision of an excellent level of service to SAS. The role involves participating in a 24/7 on call rota. The role will involve some travel throughout Scotland and possible overnight stays. To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service. As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visa as well as EU settled and pre-settled status. To find out more about these routes of permission, please refer to the GOV.UK websitehere. Please note that SAS is NOT licensed to issue certificates of sponsorship under current UK Visas and Immigration (UKVI) regulations. Applicants must have the right to work in the UK without requiring sponsorship to work with us. NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.
Overview We are seeking an experienced Technical Support Manager to manage a small team of Enterprise Project Portfolio Management (EPPM) Analysts. The Support Manager will play a pivotal role in ensuring the efficient operation of the Technical Support Team, meeting service level agreements (SLAs), and driving continuous improvement initiatives. This role requires a strong understanding of ITIL processes, leadership skills, and the ability to develop and execute strategies to enhance service delivery. Responsibilities Team Leadership and Line Management Provide day-to-day leadership and management of the Technical Support team of EPPM Analysts. Foster a collaborative and high-performing team environment through coaching, mentoring, and performance management. Conduct regular team meetings, one on one sessions, and performance reviews. Support Desk Operations Ensure the Support Desk functions efficiently and achieves agreed SLAs. Monitor and report on Support Desk performance metrics, identifying areas for improvement. Input into monthly customer reporting. Act as the escalation point for complex issues and ensure timely resolution. ITIL Process Management Oversee ITIL processes, including Risk Management, Knowledge Management, Incident Management, Problem Management, and Change Management. Ensure compliance with ITIL best practices and standards. Develop and maintain a comprehensive knowledge base to support the team and end users. Strategic Development and Continuous Improvement Identify opportunities for improvement in Service Desk operations and implement solutions. Develop and execute a Support Desk strategy aligned with organisational goals. Collaborate with stakeholders to ensure the Support Desk meets evolving business needs. Resource Forecasting Forecast Support Desk resource requirements based on workload and business demands. Manage team schedules, ensuring adequate coverage during peak times. Collaborate with business development teams to contribute to bids and tenders by providing expertise on Support Desk solutions, including operational strategies, resource requirements, and cost estimates. Qualifications Bachelor's degree in IT, Business Administration, or a related field (or equivalent experience). Proven experience in leading a Service Desk or IT support team. Strong knowledge of ITIL processes and certifications (e.g., ITIL Foundation) preferred. Experience with EPPM tools and systems is a plus. Excellent problem solving and decision making skills. Strong communication and interpersonal skills. Characteristics and Attributes Leadership: Ability to inspire and motivate a team, fostering a culture of accountability and collaboration. Strategic Thinking: Capable of developing and executing strategies to improve service delivery and align with organizational goals. Customer Focus: Dedicated to delivering exceptional service and ensuring customer satisfaction. Analytical Skills: Strong ability to analyze data, identify trends, and make informed decisions. Adaptability: Comfortable working in a fast paced environment and managing competing priorities. Proactive: Takes initiative to identify and address issues before they escalate. Compensation In accordance with local law, the below salary range is applicable for the job and location associated with this requisition. Compensation will vary based upon experience, education, skill level, geographical location, and other compensable factors. Other Compensation: Employee may be eligible for participation in the Company's annual Discretionary Bonus Program which is contingent on Company, Business Segment, and Individual performance against Key Performance Indicators which vary by year and employee. EEO Statement TRC is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all employees.
23/06/2026
Full time
Overview We are seeking an experienced Technical Support Manager to manage a small team of Enterprise Project Portfolio Management (EPPM) Analysts. The Support Manager will play a pivotal role in ensuring the efficient operation of the Technical Support Team, meeting service level agreements (SLAs), and driving continuous improvement initiatives. This role requires a strong understanding of ITIL processes, leadership skills, and the ability to develop and execute strategies to enhance service delivery. Responsibilities Team Leadership and Line Management Provide day-to-day leadership and management of the Technical Support team of EPPM Analysts. Foster a collaborative and high-performing team environment through coaching, mentoring, and performance management. Conduct regular team meetings, one on one sessions, and performance reviews. Support Desk Operations Ensure the Support Desk functions efficiently and achieves agreed SLAs. Monitor and report on Support Desk performance metrics, identifying areas for improvement. Input into monthly customer reporting. Act as the escalation point for complex issues and ensure timely resolution. ITIL Process Management Oversee ITIL processes, including Risk Management, Knowledge Management, Incident Management, Problem Management, and Change Management. Ensure compliance with ITIL best practices and standards. Develop and maintain a comprehensive knowledge base to support the team and end users. Strategic Development and Continuous Improvement Identify opportunities for improvement in Service Desk operations and implement solutions. Develop and execute a Support Desk strategy aligned with organisational goals. Collaborate with stakeholders to ensure the Support Desk meets evolving business needs. Resource Forecasting Forecast Support Desk resource requirements based on workload and business demands. Manage team schedules, ensuring adequate coverage during peak times. Collaborate with business development teams to contribute to bids and tenders by providing expertise on Support Desk solutions, including operational strategies, resource requirements, and cost estimates. Qualifications Bachelor's degree in IT, Business Administration, or a related field (or equivalent experience). Proven experience in leading a Service Desk or IT support team. Strong knowledge of ITIL processes and certifications (e.g., ITIL Foundation) preferred. Experience with EPPM tools and systems is a plus. Excellent problem solving and decision making skills. Strong communication and interpersonal skills. Characteristics and Attributes Leadership: Ability to inspire and motivate a team, fostering a culture of accountability and collaboration. Strategic Thinking: Capable of developing and executing strategies to improve service delivery and align with organizational goals. Customer Focus: Dedicated to delivering exceptional service and ensuring customer satisfaction. Analytical Skills: Strong ability to analyze data, identify trends, and make informed decisions. Adaptability: Comfortable working in a fast paced environment and managing competing priorities. Proactive: Takes initiative to identify and address issues before they escalate. Compensation In accordance with local law, the below salary range is applicable for the job and location associated with this requisition. Compensation will vary based upon experience, education, skill level, geographical location, and other compensable factors. Other Compensation: Employee may be eligible for participation in the Company's annual Discretionary Bonus Program which is contingent on Company, Business Segment, and Individual performance against Key Performance Indicators which vary by year and employee. EEO Statement TRC is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. All employment decisions are made based on qualifications, merit, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Title: Service Desk Manager Location: Bristol Compensation: £44,600 - £55,800 Depending on Experience + Benefits Role Type: Full time / Permanent Role ID: SF72222 Lead a high-performing team delivering critical IT services that keep defence operations running smoothly At Babcock we're working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Manager at our Babcock Technology Centre site. The role As a Service Desk Manager, you'll take the lead in managing the day to day performance of our support teams. You'll be a key figure in maintaining the quality, reliability and responsiveness of the IT services that underpin Babcock's critical operations, including those that directly support national defence. Day-to-day, you'll be responsible for achieving service delivery targets, driving continuous improvement within a high-volume environment, ensuring strong customer relationships, and maintaining excellence in Incident Management. This is an exciting opportunity to take ownership of service performance within a high impact digital environment, grow your leadership capability, and play a meaningful role in supporting UK defence related operations. Oversee the day to day running of the Service Desk, ensuring seamless IT service provision. Act as the Management Representative for DNDC service delivery, ensuring all obligations are met. Manage incidents within the ITSM tool, ensuring service performance targets are achieved internally and for our customer, the MOD. Ensure Incident Management processes are consistently followed, including reporting and continuous improvement activity. Build and maintain effective working relationships with customers, internal stakeholders and industry partners. This role is full time, 35 hours per week and is based on site 5 days a week at Babcock Technology Centre. Essential experience of the Service Desk Manager Experience within a high-volume ticket request environment Practical experience of the full systems development lifecycle (waterfall, agile etc.) Strong root cause analysis capability A solid understanding of business process and information management principle Ability to work well under pressure, meet deadlines, communicate confidently at all levels, with excellent analytical and problem solving skills Qualifications for the Service Desk Manager Degree level qualified in IT, project/programme management OR relevant experience within a similar role ITIL v4 certification Additional training or certifications in IT service management, service operations or digital leadership - Desirable Security Clearance The successful candidate must be a sole UK National who is able to achieve and maintain Security Check (SC) security clearance for this role. Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at United Kingdom Security Vetting: clearance levels - GOV.UK (). What we offer Generous holiday allowance Matched contribution pension scheme, with life assurance Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+ Employee share scheme Employee shopping savings portal Payment of Professional Fees Reservists in the armed forces receive 10-days special paid leave Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. There is an annual Window to request this benefit. 'Be Kind Day' enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing. Disability Confidence We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please email with the subject header 'Reasonable adjustments requirement'. We're committed to building an inclusive culture where everyone's free to thrive. We are happy to talk about flexible working - please ask about alternative patterns of work at interview.
23/06/2026
Full time
Job Title: Service Desk Manager Location: Bristol Compensation: £44,600 - £55,800 Depending on Experience + Benefits Role Type: Full time / Permanent Role ID: SF72222 Lead a high-performing team delivering critical IT services that keep defence operations running smoothly At Babcock we're working to create a safe and secure world, together, and if you join us, you can play your part as a Service Desk Manager at our Babcock Technology Centre site. The role As a Service Desk Manager, you'll take the lead in managing the day to day performance of our support teams. You'll be a key figure in maintaining the quality, reliability and responsiveness of the IT services that underpin Babcock's critical operations, including those that directly support national defence. Day-to-day, you'll be responsible for achieving service delivery targets, driving continuous improvement within a high-volume environment, ensuring strong customer relationships, and maintaining excellence in Incident Management. This is an exciting opportunity to take ownership of service performance within a high impact digital environment, grow your leadership capability, and play a meaningful role in supporting UK defence related operations. Oversee the day to day running of the Service Desk, ensuring seamless IT service provision. Act as the Management Representative for DNDC service delivery, ensuring all obligations are met. Manage incidents within the ITSM tool, ensuring service performance targets are achieved internally and for our customer, the MOD. Ensure Incident Management processes are consistently followed, including reporting and continuous improvement activity. Build and maintain effective working relationships with customers, internal stakeholders and industry partners. This role is full time, 35 hours per week and is based on site 5 days a week at Babcock Technology Centre. Essential experience of the Service Desk Manager Experience within a high-volume ticket request environment Practical experience of the full systems development lifecycle (waterfall, agile etc.) Strong root cause analysis capability A solid understanding of business process and information management principle Ability to work well under pressure, meet deadlines, communicate confidently at all levels, with excellent analytical and problem solving skills Qualifications for the Service Desk Manager Degree level qualified in IT, project/programme management OR relevant experience within a similar role ITIL v4 certification Additional training or certifications in IT service management, service operations or digital leadership - Desirable Security Clearance The successful candidate must be a sole UK National who is able to achieve and maintain Security Check (SC) security clearance for this role. Many of the positions within our company are subject to national security clearance and Trade Control restrictions. This means that your eligibility for certain roles may be affected by your place of birth, nationality, current or former citizenship, and any residency you hold or have held. Further details are available at United Kingdom Security Vetting: clearance levels - GOV.UK (). What we offer Generous holiday allowance Matched contribution pension scheme, with life assurance Access to a Digital GP, annual health check, and nutritional consultations through Aviva DigiCare+ Employee share scheme Employee shopping savings portal Payment of Professional Fees Reservists in the armed forces receive 10-days special paid leave Holiday Trading is a benefit that allows UK Babcock employees to buy additional leave or to sell up to one working week of annual leave from their annual entitlement. There is an annual Window to request this benefit. 'Be Kind Day' enables employees to take one working day's paid leave a year (or equivalent hours) to undertake volunteering work with their chosen organisation or registered charity Excellent development opportunities and benefits package including an employee assistance programme supporting physical, mental and financial wellbeing. Disability Confidence We are a disability confident committed employer. If you have a disability or need any reasonable adjustments during the application and selection stages, please email with the subject header 'Reasonable adjustments requirement'. We're committed to building an inclusive culture where everyone's free to thrive. We are happy to talk about flexible working - please ask about alternative patterns of work at interview.
Senior IT Service Manager Department: SBSS IT Employment Type: Permanent - Full Time Location: Bristol Compensation: Competitive package Description The Senior IT Service Manager is responsible for the end-to-end delivery, stability, and continuous improvement of Technology Services across the Group. The role ensures platforms, applications, and end user services operate reliably, securely, and in line with business priorities, regulatory requirements, and operational resilience standards. Providing senior leadership across IT service management, you will oversee operational support teams and act as the key authority for service performance, major incident management (including BCP), executive reporting, and technology resilience. What you'll be responsible for: Service Desk & End-User Support Lead the Group Service Desk, ensuring consistent, high-quality support across all locations. Define and monitor SLAs, KPIs, and customer satisfaction, driving continuous improvement and automation. Oversee effective incident management, including triage, escalation, and communication. Application & Platform Support Own support for business-critical applications, ensuring performance and availability targets are met. Establish clear support models, governance, and escalation paths with teams and suppliers. Oversee platforms including Unified Communications and Microsoft 365, ensuring reliability, performance, and adoption. Major Incident & Service Performance Act as senior escalation point for major incidents, leading response, communications, and recovery. Own service performance reporting, delivering clear insights and trends to senior leadership. Drive continual improvement through data, service reviews, and performance analysis. Problem & Change Management Lead problem management to reduce recurring incidents, ensuring root cause analysis and action tracking. Oversee change governance, ensuring changes are assessed, controlled, and aligned to risk and business priorities. Set service acceptance standards for new or changed services. Business Resilience (BCP / DR) Provide leadership for IT resilience through oversight of BCP and DR capabilities. Ensure critical services have robust, tested plans and that risks, gaps, and test outcomes are addressed. ITSM Framework & Service Management Own the ITSM operating model, aligned to ITIL and integrated with risk and security. Drive improvements across service catalogue, request fulfilment, knowledge management, and asset/configuration management. Lead service level management maturity, including service reviews and experience-led measures. People Leadership Lead and develop multidisciplinary teams across Service Desk, Application Support, Platforms, and Resilience. Build a strong service-focused culture with clear objectives, accountability, and continuous development. Governance, Risk & Compliance Ensure alignment with risk appetite, security standards, and regulatory requirements. Support audits and proactively identify and manage operational and resilience risks. What you'll need: Essential Proven senior IT Service Management or Technology Operations experience. Strong knowledge of ITIL-aligned service management practices. Experience leading major incident and crisis management. Track record managing large-scale service desk and application support functions. Excellent stakeholder management and executive communication skills. Experience working within regulated or risk-focused environments. Desirable Experience with Microsoft 365 and Unified Communications platforms. Exposure to Business Continuity, Disaster Recovery, or operational resilience. Familiarity with FCA/PRA requirements or ISO 22301. Experience producing senior or Board-level service and risk reporting. Our Benefits Hybrid working - 2 days in the office and 3 days working from home 25 days annual leave, rising to 27 days over 2 years' service and 30 days after 5 years' service. Plus bank holidays! Discretionary annual bonus Pension scheme - 5% employee, 6% employer Flexible working - we will always consider applications for those who require less than the advertised hours Flexi-time Healthcare Cash Plan - claim cashback on a variety of everyday healthcare costs Electric vehicle - salary sacrifice scheme 100's of exclusive retailer discounts Professional wellbeing, health & fitness app - Wrkit Enhanced parental leave, including time off for IVF appointments Religious bank holidays - if you don't celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year. Life Assurance - 4 times your salary 25% Car Insurance Discount 20% Travel Insurance Discount Cycle to Work Scheme Employee Referral Scheme Community support day
23/06/2026
Full time
Senior IT Service Manager Department: SBSS IT Employment Type: Permanent - Full Time Location: Bristol Compensation: Competitive package Description The Senior IT Service Manager is responsible for the end-to-end delivery, stability, and continuous improvement of Technology Services across the Group. The role ensures platforms, applications, and end user services operate reliably, securely, and in line with business priorities, regulatory requirements, and operational resilience standards. Providing senior leadership across IT service management, you will oversee operational support teams and act as the key authority for service performance, major incident management (including BCP), executive reporting, and technology resilience. What you'll be responsible for: Service Desk & End-User Support Lead the Group Service Desk, ensuring consistent, high-quality support across all locations. Define and monitor SLAs, KPIs, and customer satisfaction, driving continuous improvement and automation. Oversee effective incident management, including triage, escalation, and communication. Application & Platform Support Own support for business-critical applications, ensuring performance and availability targets are met. Establish clear support models, governance, and escalation paths with teams and suppliers. Oversee platforms including Unified Communications and Microsoft 365, ensuring reliability, performance, and adoption. Major Incident & Service Performance Act as senior escalation point for major incidents, leading response, communications, and recovery. Own service performance reporting, delivering clear insights and trends to senior leadership. Drive continual improvement through data, service reviews, and performance analysis. Problem & Change Management Lead problem management to reduce recurring incidents, ensuring root cause analysis and action tracking. Oversee change governance, ensuring changes are assessed, controlled, and aligned to risk and business priorities. Set service acceptance standards for new or changed services. Business Resilience (BCP / DR) Provide leadership for IT resilience through oversight of BCP and DR capabilities. Ensure critical services have robust, tested plans and that risks, gaps, and test outcomes are addressed. ITSM Framework & Service Management Own the ITSM operating model, aligned to ITIL and integrated with risk and security. Drive improvements across service catalogue, request fulfilment, knowledge management, and asset/configuration management. Lead service level management maturity, including service reviews and experience-led measures. People Leadership Lead and develop multidisciplinary teams across Service Desk, Application Support, Platforms, and Resilience. Build a strong service-focused culture with clear objectives, accountability, and continuous development. Governance, Risk & Compliance Ensure alignment with risk appetite, security standards, and regulatory requirements. Support audits and proactively identify and manage operational and resilience risks. What you'll need: Essential Proven senior IT Service Management or Technology Operations experience. Strong knowledge of ITIL-aligned service management practices. Experience leading major incident and crisis management. Track record managing large-scale service desk and application support functions. Excellent stakeholder management and executive communication skills. Experience working within regulated or risk-focused environments. Desirable Experience with Microsoft 365 and Unified Communications platforms. Exposure to Business Continuity, Disaster Recovery, or operational resilience. Familiarity with FCA/PRA requirements or ISO 22301. Experience producing senior or Board-level service and risk reporting. Our Benefits Hybrid working - 2 days in the office and 3 days working from home 25 days annual leave, rising to 27 days over 2 years' service and 30 days after 5 years' service. Plus bank holidays! Discretionary annual bonus Pension scheme - 5% employee, 6% employer Flexible working - we will always consider applications for those who require less than the advertised hours Flexi-time Healthcare Cash Plan - claim cashback on a variety of everyday healthcare costs Electric vehicle - salary sacrifice scheme 100's of exclusive retailer discounts Professional wellbeing, health & fitness app - Wrkit Enhanced parental leave, including time off for IVF appointments Religious bank holidays - if you don't celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year. Life Assurance - 4 times your salary 25% Car Insurance Discount 20% Travel Insurance Discount Cycle to Work Scheme Employee Referral Scheme Community support day
Summary of the role: As Service Development Manager, you will oversee the evolution of the service desk, working with our offshore teams to integrate Learning and Development (L&D), Quality Assurance (QA), Business Continuity and Regulatory Compliance to support high-volume operations in the client environment for SMETS and Switching services. Reporting to the Service Centre Manager, this role will ensure that our colleagues are equipped to handle client requirements and deliver service excellence across the utilities industry. You will partner closely with the Customer, Change and Continuous Improvement Manager and the Service Desk Performance Manager to align site capabilities with operational KPIs, contributing to the smart meter ecosystem.
23/06/2026
Full time
Summary of the role: As Service Development Manager, you will oversee the evolution of the service desk, working with our offshore teams to integrate Learning and Development (L&D), Quality Assurance (QA), Business Continuity and Regulatory Compliance to support high-volume operations in the client environment for SMETS and Switching services. Reporting to the Service Centre Manager, this role will ensure that our colleagues are equipped to handle client requirements and deliver service excellence across the utilities industry. You will partner closely with the Customer, Change and Continuous Improvement Manager and the Service Desk Performance Manager to align site capabilities with operational KPIs, contributing to the smart meter ecosystem.
