Head of IT Operations, Central Government Location: East London (Hybrid) Contract: Government contract, fixed term 9-12 months Start Date: ASAP SC Cleared Government client is seeking a Head of IT Operations to provide leadership and management of the client's IT operations and be responsible for the implementation of the operational technology impacts linked to a digital change programme. Leading a team of 12 technical staff, you will be the lead for internal IT operations which include Service Desk, Cloud & Infrastructure, M365. Responsibilities include: Ensuring the technical architecture and infrastructure provides resilience, scalability and compliance with security standards Working with the digital programme leads, ensure any changes made in the programme space can operate alongside the delivery of existing ICT services Lead on service improvement and innovation in technology Support the senior leadership in budgetary oversight of the operational technology budget Establish tight control of spending on ICT service Maintain good senior operational relationships with third-party technology providers, ensuring accountability and driving performance Experience Required: Strong leadership and management abilities, with a proven track record of managing and motivating technology teams, resource management Experience of managing ICT operations Expertise in network management, including the design, implementation, and maintenance of secure and scalable network infrastructure Experience in information security good practices, including risk management, regulatory compliance, and cybersecurity The Deputy Director for Programme Delivery is required for 9-12 months on a fixed term basis. It's a office based role with 2-3 days as a minimum expected in the office with occasion travel to other locations. Due to the large number of responses currently being received, it is not always possible to reply to every application.
28/07/2026
Head of IT Operations, Central Government Location: East London (Hybrid) Contract: Government contract, fixed term 9-12 months Start Date: ASAP SC Cleared Government client is seeking a Head of IT Operations to provide leadership and management of the client's IT operations and be responsible for the implementation of the operational technology impacts linked to a digital change programme. Leading a team of 12 technical staff, you will be the lead for internal IT operations which include Service Desk, Cloud & Infrastructure, M365. Responsibilities include: Ensuring the technical architecture and infrastructure provides resilience, scalability and compliance with security standards Working with the digital programme leads, ensure any changes made in the programme space can operate alongside the delivery of existing ICT services Lead on service improvement and innovation in technology Support the senior leadership in budgetary oversight of the operational technology budget Establish tight control of spending on ICT service Maintain good senior operational relationships with third-party technology providers, ensuring accountability and driving performance Experience Required: Strong leadership and management abilities, with a proven track record of managing and motivating technology teams, resource management Experience of managing ICT operations Expertise in network management, including the design, implementation, and maintenance of secure and scalable network infrastructure Experience in information security good practices, including risk management, regulatory compliance, and cybersecurity The Deputy Director for Programme Delivery is required for 9-12 months on a fixed term basis. It's a office based role with 2-3 days as a minimum expected in the office with occasion travel to other locations. Due to the large number of responses currently being received, it is not always possible to reply to every application.
Deputy Head of Digital Assurance South London and Maudsley NHS Foundation Trust. Closing date: 03 August 2026. Location: Various sites in South London and Bromley. Job Responsibilities Be accountable for the leadership and direction of the Trust's Digital Services Administration Team, Digital Partners, Asset, Quality and Contracts team, and underlying teams, and the Trust Switchboard, to achieve the service levels delivered through Digital Assurance. Establish service performance KPIs to monitor the service availability and capacity of systems and external suppliers, and regularly report on performance levels to senior management. Maintain and document services in accordance with Trust systems writing policies and procedures for staff and services. Investigate new systems and technologies, recommending strategic ideas for new solutions that lead to efficiencies. Advise the Digital Services team on efficient and effective methods for Digital Services Projects involving client administration and request fulfilment. Maintain continuity of service 24/7, ensuring communications operate within specified tolerance levels and that in the event of a disaster all services can be re established quickly. Be a proactive, supportive, and forward thinking member of the Digital Assurance Team. Provide managerial leadership, support and development for the team, ensuring that targets and expectations, both internal and external, are met, including maintenance and development of appropriate technical, professional and quality standards. Ensure strong business support processes are in place and fully adopted for incident and problem management, and act as the central point of contact for service escalation. Manage the staff come under line management responsibility in line with Trust policies and procedures. Be a proactive challenger and continually improve services and delivery to customers aligning to Customer Excellence. Implement documentation, including procedural process review to improve Asset management, Contracting, administration and switchboard functions, ensuring they are available in an accessible central repository. Manage the day to day relationship and request fulfilment with the users of the Trust. Be responsible for empowering, coaching and motivating the teams to deliver service. Promote and champion the use of industry good practices in the fields of service support and customer satisfaction. Support and integrate Digital Assurance initiatives into Digital Services and across the Trust. Other activity from time to time as required to support the operation of the Digital Assurance function. Define and enforce adherence to team and Trust standards, policies and procedures. Maintain service excellence whilst continuously driving improvements in Digital Services service quality. Qualifications Educated to Masters level or equivalent experience. ITIL Foundation Version 4 or equivalent. Customer Service Qualification. Experience, Knowledge and Skills Experience of providing leadership to staff individually and to teams. Experience with working within an IT /Digital department. Experience in managing incidents. Extensive experience and knowledge of ITSM. Experience of managing a service management function. Experience working as a Support Service, delivering and handling negotiations with customer, suppliers and stakeholders. Proven experience of managing and coaching staff. Good working knowledge of Microsoft Office applications and productivity suites. Ability to communicate effectively on service issues to a wide range of audiences, both internally and externally at all levels within the Trust and any partner or supplier. Ability to create networks with peers and managers across the Trust. Negotiation skills with customers, including clinicians and managers. Handle complex and multi stranded communications. Extensive highly developed specialist knowledge, skills, experience & expertise in Digital Services Operations management including that of staff. Experience of project management and leading projects to successful completion. Understanding of the importance of Digital Services good practices around service delivery and security. Customer focused with good verbal communication skills. Good time management. Ability to work on own initiative and as part of a team to deadlines. Ability to plan, agree, schedule, document and implement changes using a structured change control process. Ability to follow instructions and work unsupervised. Logical, methodical, pro active and enthusiastic in working practices. Ability to translate technical jargon information for customers to understand. Willingness to work longer hours occasionally to meet deadlines. Monitor and assist in managing the budget for the Digital Assurance Service. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions. Salary £66,274 to £73,496 a year per annum inclusive of HCAS.
23/07/2026
Full time
Deputy Head of Digital Assurance South London and Maudsley NHS Foundation Trust. Closing date: 03 August 2026. Location: Various sites in South London and Bromley. Job Responsibilities Be accountable for the leadership and direction of the Trust's Digital Services Administration Team, Digital Partners, Asset, Quality and Contracts team, and underlying teams, and the Trust Switchboard, to achieve the service levels delivered through Digital Assurance. Establish service performance KPIs to monitor the service availability and capacity of systems and external suppliers, and regularly report on performance levels to senior management. Maintain and document services in accordance with Trust systems writing policies and procedures for staff and services. Investigate new systems and technologies, recommending strategic ideas for new solutions that lead to efficiencies. Advise the Digital Services team on efficient and effective methods for Digital Services Projects involving client administration and request fulfilment. Maintain continuity of service 24/7, ensuring communications operate within specified tolerance levels and that in the event of a disaster all services can be re established quickly. Be a proactive, supportive, and forward thinking member of the Digital Assurance Team. Provide managerial leadership, support and development for the team, ensuring that targets and expectations, both internal and external, are met, including maintenance and development of appropriate technical, professional and quality standards. Ensure strong business support processes are in place and fully adopted for incident and problem management, and act as the central point of contact for service escalation. Manage the staff come under line management responsibility in line with Trust policies and procedures. Be a proactive challenger and continually improve services and delivery to customers aligning to Customer Excellence. Implement documentation, including procedural process review to improve Asset management, Contracting, administration and switchboard functions, ensuring they are available in an accessible central repository. Manage the day to day relationship and request fulfilment with the users of the Trust. Be responsible for empowering, coaching and motivating the teams to deliver service. Promote and champion the use of industry good practices in the fields of service support and customer satisfaction. Support and integrate Digital Assurance initiatives into Digital Services and across the Trust. Other activity from time to time as required to support the operation of the Digital Assurance function. Define and enforce adherence to team and Trust standards, policies and procedures. Maintain service excellence whilst continuously driving improvements in Digital Services service quality. Qualifications Educated to Masters level or equivalent experience. ITIL Foundation Version 4 or equivalent. Customer Service Qualification. Experience, Knowledge and Skills Experience of providing leadership to staff individually and to teams. Experience with working within an IT /Digital department. Experience in managing incidents. Extensive experience and knowledge of ITSM. Experience of managing a service management function. Experience working as a Support Service, delivering and handling negotiations with customer, suppliers and stakeholders. Proven experience of managing and coaching staff. Good working knowledge of Microsoft Office applications and productivity suites. Ability to communicate effectively on service issues to a wide range of audiences, both internally and externally at all levels within the Trust and any partner or supplier. Ability to create networks with peers and managers across the Trust. Negotiation skills with customers, including clinicians and managers. Handle complex and multi stranded communications. Extensive highly developed specialist knowledge, skills, experience & expertise in Digital Services Operations management including that of staff. Experience of project management and leading projects to successful completion. Understanding of the importance of Digital Services good practices around service delivery and security. Customer focused with good verbal communication skills. Good time management. Ability to work on own initiative and as part of a team to deadlines. Ability to plan, agree, schedule, document and implement changes using a structured change control process. Ability to follow instructions and work unsupervised. Logical, methodical, pro active and enthusiastic in working practices. Ability to translate technical jargon information for customers to understand. Willingness to work longer hours occasionally to meet deadlines. Monitor and assist in managing the budget for the Digital Assurance Service. Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service to check for any previous criminal convictions. Salary £66,274 to £73,496 a year per annum inclusive of HCAS.
Your New Job Title: Mandarin speaking Deputy Head of IT Salary: Up to £100k, depending on experience Location: Office based Employability: Permanent Start: ASAP To be successful in this role our client has said it is essential that candidates: are fluent in both Mandarin and English have solid IT experience, including Infrastructure, Applications, Cybersecurity, Network Engineering, Software Development, APP support, etc. in Financial Services have experience managing an IT team Deputy Head of IT - What You'll be Doing: Support the Head of IT in designing, implementing and maintaining the firm's IT strategy. Assist in developing and enforcing IT policies, procedures and architectural frameworks in line with group standards, regulatory requirements and best practices. Oversee IT operations, including infrastructure, support, applications and cybersecurity to ensure system stability and service continuity. Act as deputy for cybersecurity monitoring, threat management, incident response and improvement of protective controls. Assist with IT budgeting, cost control, vendor management and procurement to ensure effective financial governance. Maintain strong collaboration with group IT, supporting policy alignment, reporting and joint initiatives. Work closely with business units to identify technology needs, propose IT solutions and support implementation. Assist in maintaining and testing Business Continuity Plans and disaster recovery arrangements; participate in the Business Continuity Committee. Support implementation of approved systems and controls in compliance with relevant legislation, regulatory requirements and group policies. Monitor team workload, task allocation and performance to ensure effective delivery and reliable production systems. Provide coaching, mentoring and knowledge-sharing to IT team members; identify training needs and support skills development. Manage IT assets, suppliers and contractual relationships in accordance with internal procurement and compliance requirements. Lead and/or support IT projects including planning, resourcing, tracking, reporting and risk management. Prepare reports, documentation, KPIs and updates for Senior Management and the Board when required. Act as deputy for the Head of IT during absence, taking responsibility for escalation, decision making and operational oversight. Perform other duties as assigned by Senior Management or the Head of IT. Deputy Head of IT - The Skills You'll Need to Succeed: Bachelor's degree in Information Technology, Computer Science or related discipline; Master's degree preferred. Extensive / Solid IT experience, including team leadership and project delivery. Strong technical knowledge across IT infrastructure, systems administration, networks, applications and cybersecurity. Experience in IT governance, ITIL processes, change management and incident management. Strong understanding of financial services IT environments, regulatory requirements and risk controls. Excellent communication, stakeholder management and decision making skills. Ability to coach and develop teams; experience managing distributed teams is desirable. Strong vendor management and negotiation capabilities. Sound knowledge of Business Continuity/Disaster Recovery frameworks. Working knowledge of networking, firewalls, CUCM, cybersecurity tools and cloud/infrastructure technologies. Experience with trading systems, exchange connectivity, FIX protocols and back office integrations is advantageous. Ability to work under pressure, manage competing priorities and deliver within deadlines. Bilingual speakers (English & Mandarin) are essential. Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation. People First is committed to increasing diversity and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status or whether or not they have a disability. We would be grateful if you could send your CV as a Word document. If your application is successful, you will be contacted within 7 days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs.
18/07/2026
Full time
Your New Job Title: Mandarin speaking Deputy Head of IT Salary: Up to £100k, depending on experience Location: Office based Employability: Permanent Start: ASAP To be successful in this role our client has said it is essential that candidates: are fluent in both Mandarin and English have solid IT experience, including Infrastructure, Applications, Cybersecurity, Network Engineering, Software Development, APP support, etc. in Financial Services have experience managing an IT team Deputy Head of IT - What You'll be Doing: Support the Head of IT in designing, implementing and maintaining the firm's IT strategy. Assist in developing and enforcing IT policies, procedures and architectural frameworks in line with group standards, regulatory requirements and best practices. Oversee IT operations, including infrastructure, support, applications and cybersecurity to ensure system stability and service continuity. Act as deputy for cybersecurity monitoring, threat management, incident response and improvement of protective controls. Assist with IT budgeting, cost control, vendor management and procurement to ensure effective financial governance. Maintain strong collaboration with group IT, supporting policy alignment, reporting and joint initiatives. Work closely with business units to identify technology needs, propose IT solutions and support implementation. Assist in maintaining and testing Business Continuity Plans and disaster recovery arrangements; participate in the Business Continuity Committee. Support implementation of approved systems and controls in compliance with relevant legislation, regulatory requirements and group policies. Monitor team workload, task allocation and performance to ensure effective delivery and reliable production systems. Provide coaching, mentoring and knowledge-sharing to IT team members; identify training needs and support skills development. Manage IT assets, suppliers and contractual relationships in accordance with internal procurement and compliance requirements. Lead and/or support IT projects including planning, resourcing, tracking, reporting and risk management. Prepare reports, documentation, KPIs and updates for Senior Management and the Board when required. Act as deputy for the Head of IT during absence, taking responsibility for escalation, decision making and operational oversight. Perform other duties as assigned by Senior Management or the Head of IT. Deputy Head of IT - The Skills You'll Need to Succeed: Bachelor's degree in Information Technology, Computer Science or related discipline; Master's degree preferred. Extensive / Solid IT experience, including team leadership and project delivery. Strong technical knowledge across IT infrastructure, systems administration, networks, applications and cybersecurity. Experience in IT governance, ITIL processes, change management and incident management. Strong understanding of financial services IT environments, regulatory requirements and risk controls. Excellent communication, stakeholder management and decision making skills. Ability to coach and develop teams; experience managing distributed teams is desirable. Strong vendor management and negotiation capabilities. Sound knowledge of Business Continuity/Disaster Recovery frameworks. Working knowledge of networking, firewalls, CUCM, cybersecurity tools and cloud/infrastructure technologies. Experience with trading systems, exchange connectivity, FIX protocols and back office integrations is advantageous. Ability to work under pressure, manage competing priorities and deliver within deadlines. Bilingual speakers (English & Mandarin) are essential. Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation. People First is committed to increasing diversity and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status or whether or not they have a disability. We would be grateful if you could send your CV as a Word document. If your application is successful, you will be contacted within 7 days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs.
Senior Technician-Stage & Flys (Deputy Head of Stage) You'll report to the Head of Stage (Deputy Technical Manager) and be responsible for Casual Technicians. You'll also work closely with the other Senior Technicians. This is a key operational position within the technical department at the Liverpool Empire, a busy regional receiving venue. The successful candidate will play a leading role in the day to day running of the Stage department, supporting the delivery of productions, events and backstage operations to the highest possible standard. The role will support the Head of Stage in supervising staff, coordinating fit ups, performances and get outs, maintaining theatre systems and equipment, and ensuring the smooth and efficient operation of the department whilst maintaining high standards of safety and presentation. The successful candidate will demonstrate strong technical theatre knowledge with extensive experience in large scale receiving theatre operations, particularly in counterweight flying systems and stagecraft. They will be an effective communicator with the ability to lead crews, motivate others and build positive working relationships with visiting productions and internal departments. Alongside practical stage duties, the role will also involve administrative tasks supporting the efficient running of the department, including production paperwork, maintenance records and staffing information. In the absence of the Head of Stage, the Senior Technician-Stage & Flys (Deputy Head of Stage) will deputise and assume responsibility for the operational running of the Stage department and provide leadership across stage, flying and backstage operations. The role is offered on an annualised hours contract; working hours may vary throughout the year and payment for any premium hours, such as get outs, are included in the annual salary. The role will be subject to a 6 month satisfactory probation period. This role will involve regular evening and weekend work, including fit ups, performances and get outs. Work will be in a fast paced environment, with no two days the same. Placeholder note: Your role may involve working with children or vulnerable people. Key Responsibilities Support the Head of Stage in the day to day operation of the Stage department, assisting in the coordination of staffing, resources and departmental priorities. In the absence of the Head of Stage, lead and supervise stage and flying operations during fit ups, performances and get outs, ensuring work is carried out safely, efficiently and in accordance with current legislation, company procedures and the BECTU / UKT Code of Conduct. In the absence of the Head of Stage, lead all operational matters relating to Stage & Flys, including communication with visiting companies and the coordination of backstage activity. Operate and maintain counterweight flying systems and stage equipment safely and competently. Assist with ensuring LOLER inspections, routine maintenance and servicing of stage and flying equipment are carried out within required timescales. Work closely with the Head of Stage and wider technical department to ensure productions are delivered efficiently and to the highest standards of presentation and customer care. Support advance planning for productions by assisting with the communication of technical and operational requirements with visiting companies. Undertake duty technician responsibilities as required, including responding to backstage incidents, fire alarm activations and emergency procedures. Assist in maintaining accurate records relating to inspections, maintenance, equipment and departmental documentation. Assist with the organisation and upkeep of stage storage areas, workshops and backstage spaces, promoting high standards of housekeeping throughout the department. Work across technical disciplines where required to support the operational needs of the venue and promote a multi skilled working environment. Assist with maintenance tasks and in house technical projects as required. Undertake training courses as required to further self development and meet the operational needs of the business. Complete any other reasonable duties as delegated by the Head of Stage, Technical & Building Manager or senior venue management. Health and Safety Implement and comply with the company's Health & Safety Policy and Risk Management System, maintaining the safest possible environment for colleagues, visiting companies and customers. Promote and support a positive safety culture within the technical department. Assist in ensuring risk assessments, safe systems of work and rescue plans relating to stage operations are followed. Ensure that all equipment is used safely, maintained appropriately and reported if defective. Ensure any accidents, near misses or safety concerns are reported promptly and in accordance with company procedures. Your skills, qualities, and experience If you can demonstrate many of the essential criteria, we encourage you to apply and welcome transferable skills from other industries or backgrounds. We can give experience of any desirable criteria but may also use them to decide between candidates for this role. Essential Previous experience working within a technical department in a large scale theatre or similar live entertainment venue. Extensive knowledge and practical experience of stagecraft and counterweight flying systems. Experience supervising technical crews and leading operational activity during fit ups, performances and get outs. Good working knowledge of current Health & Safety legislation and safe working practices within a theatre environment. Strong communication and interpersonal skills with the ability to work effectively with visiting companies, colleagues and contractors. Experience in motivating and supporting teams in a fast paced operational environment. Ability to work calmly under pressure and respond effectively to operational challenges. IT literate, including Microsoft Office and digital communication systems. Proactive approach to work with the ability to manage workload effectively and use initiative. Desirable Experience working in a commercial receiving theatre. Experience writing or reviewing risk assessments and safe systems of work. Experience of preventative maintenance and equipment care. Equal Employment Opportunity Statement We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible. If you'd like to discuss accessibility prior to applying, please email for a confidential discussion.
16/07/2026
Full time
Senior Technician-Stage & Flys (Deputy Head of Stage) You'll report to the Head of Stage (Deputy Technical Manager) and be responsible for Casual Technicians. You'll also work closely with the other Senior Technicians. This is a key operational position within the technical department at the Liverpool Empire, a busy regional receiving venue. The successful candidate will play a leading role in the day to day running of the Stage department, supporting the delivery of productions, events and backstage operations to the highest possible standard. The role will support the Head of Stage in supervising staff, coordinating fit ups, performances and get outs, maintaining theatre systems and equipment, and ensuring the smooth and efficient operation of the department whilst maintaining high standards of safety and presentation. The successful candidate will demonstrate strong technical theatre knowledge with extensive experience in large scale receiving theatre operations, particularly in counterweight flying systems and stagecraft. They will be an effective communicator with the ability to lead crews, motivate others and build positive working relationships with visiting productions and internal departments. Alongside practical stage duties, the role will also involve administrative tasks supporting the efficient running of the department, including production paperwork, maintenance records and staffing information. In the absence of the Head of Stage, the Senior Technician-Stage & Flys (Deputy Head of Stage) will deputise and assume responsibility for the operational running of the Stage department and provide leadership across stage, flying and backstage operations. The role is offered on an annualised hours contract; working hours may vary throughout the year and payment for any premium hours, such as get outs, are included in the annual salary. The role will be subject to a 6 month satisfactory probation period. This role will involve regular evening and weekend work, including fit ups, performances and get outs. Work will be in a fast paced environment, with no two days the same. Placeholder note: Your role may involve working with children or vulnerable people. Key Responsibilities Support the Head of Stage in the day to day operation of the Stage department, assisting in the coordination of staffing, resources and departmental priorities. In the absence of the Head of Stage, lead and supervise stage and flying operations during fit ups, performances and get outs, ensuring work is carried out safely, efficiently and in accordance with current legislation, company procedures and the BECTU / UKT Code of Conduct. In the absence of the Head of Stage, lead all operational matters relating to Stage & Flys, including communication with visiting companies and the coordination of backstage activity. Operate and maintain counterweight flying systems and stage equipment safely and competently. Assist with ensuring LOLER inspections, routine maintenance and servicing of stage and flying equipment are carried out within required timescales. Work closely with the Head of Stage and wider technical department to ensure productions are delivered efficiently and to the highest standards of presentation and customer care. Support advance planning for productions by assisting with the communication of technical and operational requirements with visiting companies. Undertake duty technician responsibilities as required, including responding to backstage incidents, fire alarm activations and emergency procedures. Assist in maintaining accurate records relating to inspections, maintenance, equipment and departmental documentation. Assist with the organisation and upkeep of stage storage areas, workshops and backstage spaces, promoting high standards of housekeeping throughout the department. Work across technical disciplines where required to support the operational needs of the venue and promote a multi skilled working environment. Assist with maintenance tasks and in house technical projects as required. Undertake training courses as required to further self development and meet the operational needs of the business. Complete any other reasonable duties as delegated by the Head of Stage, Technical & Building Manager or senior venue management. Health and Safety Implement and comply with the company's Health & Safety Policy and Risk Management System, maintaining the safest possible environment for colleagues, visiting companies and customers. Promote and support a positive safety culture within the technical department. Assist in ensuring risk assessments, safe systems of work and rescue plans relating to stage operations are followed. Ensure that all equipment is used safely, maintained appropriately and reported if defective. Ensure any accidents, near misses or safety concerns are reported promptly and in accordance with company procedures. Your skills, qualities, and experience If you can demonstrate many of the essential criteria, we encourage you to apply and welcome transferable skills from other industries or backgrounds. We can give experience of any desirable criteria but may also use them to decide between candidates for this role. Essential Previous experience working within a technical department in a large scale theatre or similar live entertainment venue. Extensive knowledge and practical experience of stagecraft and counterweight flying systems. Experience supervising technical crews and leading operational activity during fit ups, performances and get outs. Good working knowledge of current Health & Safety legislation and safe working practices within a theatre environment. Strong communication and interpersonal skills with the ability to work effectively with visiting companies, colleagues and contractors. Experience in motivating and supporting teams in a fast paced operational environment. Ability to work calmly under pressure and respond effectively to operational challenges. IT literate, including Microsoft Office and digital communication systems. Proactive approach to work with the ability to manage workload effectively and use initiative. Desirable Experience working in a commercial receiving theatre. Experience writing or reviewing risk assessments and safe systems of work. Experience of preventative maintenance and equipment care. Equal Employment Opportunity Statement We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible. If you'd like to discuss accessibility prior to applying, please email for a confidential discussion.
Company Description Hampton is one of the country's leading, most successful and best-resourced independent schools and has been helping boys to fulfil their potential and realise their aspirations for over 460 years. Our community is vibrant, dynamic and happy, making it a wonderful place to teach and learn. Members of the Common Room are talented and hugely supportive of one another and their pupils; they share their love of learning with young people who are bright, intellectually inquisitive and aspirational. Hampton is a lively, friendly and inclusive School community where we aspire to enable our boys to not only make sense of the world, but also to want to go out and improve it. Above all, Hamptonians are encouraged and indeed expected to aspire to personal best while supporting those around them with kindness and respect. Situated on a green field site in a leafy suburb of South West London, we are fortunate to have 28 acres of playing fields within our spacious grounds. Pupils and staff alike benefit from first class facilities across all areas of School life. These include a state of the art 3G sportsground, a large and well appointed Sports Hall, and the remarkable Hammond Theatre for the Performing Arts, along with an excellent library and specialist facilities for Art, Music, Science, Technology, Computer Science and Languages (Modern and Classical). Our older pupils enjoy impressive Sixth Form private study and Careers provision in The Barry Martin Centre. The Millennium Boat House, shared with our neighbouring girls' school, Lady Eleanor Holles, has a prime location on the nearby River Thames, and provides the focal point for our popular and successful Boat Club. Hamptonians' examination results and university entrance record consistently rank in the top echelon nationally and indeed internationally. Nearly all Hampton leavers go on to undergraduate courses at Russell Group or equivalent universities; around 25 pupils are offered places at Oxford and Cambridge annually, and a significant number move on to global top 10 universities. We also support pupils who wish to study at universities in North America, some of whom secure academic and/or sporting scholarships. Hampton's notably diverse, socially inclusive nature is an especially cherished part of our DNA and we as far from being a stereotypical public school as any setting in the independent sector. Currently, 7% of our boys (around 100 in total) attend on means tested, free places, many of which are funded by a separate but closely linked educational charity, The Fitzwygram Foundation. 'One of the most genuinely inclusive, diverse independent schools in the London area'. Good Schools Guide Position This is an excellent opportunity to become part of a supportive and highly skilled team where you'll gain exposure to a broad range of enterprise technologies while developing your own technical knowledge and experience. About Hampton School IT Services The Hampton School IT Services department delivers enterprise quality technology services within an educational environment. Our purpose is to provide highly reliable IT services through exceptional customer service whilst continually improving the School's technology environment. We believe technology should enable teaching, learning and the wider operation of the School without becoming a distraction. Alongside maintaining operational excellence, every member of the department contributes to moving the School forward through planned improvements, well managed projects and continual development of our services. The department combines exceptional customer service with technical expertise, ensuring reliable day to day operations whilst delivering meaningful technology improvements each year. Purpose of the Role The IT Technician provides first and second line technical support across Hampton School, ensuring staff and pupils receive a professional, responsive and customer focused IT service. The role is responsible for resolving day to day technical issues, supporting classroom technology and contributing to the reliable operation of the School's IT services. Working closely with the Lead IT Technician and IT Service Manager, the IT Technician follows established procedures, uses departmental documentation and escalates issues appropriately when required. The role offers the opportunity to develop broad technical knowledge whilst contributing to continual service improvement and the long term success of the IT department. The IT office supports just over 470 employees at both Hampton School and Hampton Pre Prep and Prep School and you will have the opportunity to work with new and emerging technologies. We encourage applications as soon as possible and the School reserves the right to commence or complete the interview process at any time prior to the closing date. Requirements The responsibilities below outline the key responsibilities of the role and are not exhaustive. The post will evolve over time in response to the needs of the Hampton School Trust. Key responsibilities Customer Support & Service Delivery Provide first and second line technical support to staff and pupils across the School Respond to incidents and service requests in a professional, timely and customer focused manner Accurately record, update and manage support tickets, ensuring troubleshooting activities are documented Communicate clearly with users, providing updates and managing expectations throughout the support process. Technical Support Support desktop and laptop computers, mobile devices, printers, classroom technology and peripheral equipment Assist with user account administration, device deployment and routine maintenance activities Follow departmental documentation and standard operating procedures when resolving technical issues Escalate complex or unfamiliar issues with appropriate diagnostic information where required. Operational Support Assist with classroom moves, equipment installations and technology setup for School events Support the delivery of examinations and other key School activities requiring IT services Maintain IT equipment, work areas and storage locations to a high standard Contribute to accurate technical documentation and asset records. Work collaboratively with colleagues across the IT department to deliver excellent service Share knowledge and contribute to improvements in documentation and support processes Identify opportunities to improve the quality and efficiency of IT services Actively develop technical knowledge and skills through training and practical experience. Person Specification The successful candidate will be able to demonstrate the following skills, qualifications and experience. Professional Knowledge & Experience A commitment to the paramount importance of safeguarding and wellbeing of pupils Experience providing IT support in a customer focused environment Good knowledge of Microsoft Windows, Microsoft 365 and common desktop applications Strong troubleshooting and problem solving skills Willingness to learn enterprise infrastructure technologies Excellent communication and interpersonal skills. Experience within an educational environment Experience supporting Apple devices and classroom technology Relevant IT qualifications or a willingness to work towards them. Personal Attributes Friendly, approachable and customer focused Professional and reliable Willing to learn and develop new skills Positive and collaborative Organised and proactive Awareness of the importance of data security and confidentiality Committed to delivering excellent customer service. Other information Hours and Salary This is a full time position and working hours will be 8.30am - 5.00pm, Monday - Friday. Additional work, if required, is to be discussed and agreed in advance with the Director of IT and in their absence, the Bursar. The remuneration package includes pay for holidays. Staff are required to be at School on INSET and Open Days. Annual leave should be taken during the School holidays. Hampton has its own generous salary scale and benefits package. The salary will be commensurate with skills and years' experience and confirmed at time of appointment. The Hampton School Trust Governors also currently offer the following non contractual benefits to staff, subject to any terms and conditions and the School's eligibility requirements: private medical insurance; death in service benefit insurance policy; a Medicash healthcare cash plan; Pension Scheme, personal accident insurance, School fee remission, cycle to work scheme, lunch, sports facilities and counselling. Hampton School is pleased to be a London Living Wage employer. Please note that the above list is not exhaustive and that non contractual benefits are provided at the discretion of the Governors. Training Where necessary, to attend INSET training or undergo other training to increase competence, proficiency and safety awareness. To act as Fire Marshal and First Aider as required. Training will be provided Any other reasonable tasks required by the Deputy Head (Academic), The Headmaster and/or Bursar in association with the above role. Please note that there may be some changes and additions to the above . click apply for full job details
14/07/2026
Full time
Company Description Hampton is one of the country's leading, most successful and best-resourced independent schools and has been helping boys to fulfil their potential and realise their aspirations for over 460 years. Our community is vibrant, dynamic and happy, making it a wonderful place to teach and learn. Members of the Common Room are talented and hugely supportive of one another and their pupils; they share their love of learning with young people who are bright, intellectually inquisitive and aspirational. Hampton is a lively, friendly and inclusive School community where we aspire to enable our boys to not only make sense of the world, but also to want to go out and improve it. Above all, Hamptonians are encouraged and indeed expected to aspire to personal best while supporting those around them with kindness and respect. Situated on a green field site in a leafy suburb of South West London, we are fortunate to have 28 acres of playing fields within our spacious grounds. Pupils and staff alike benefit from first class facilities across all areas of School life. These include a state of the art 3G sportsground, a large and well appointed Sports Hall, and the remarkable Hammond Theatre for the Performing Arts, along with an excellent library and specialist facilities for Art, Music, Science, Technology, Computer Science and Languages (Modern and Classical). Our older pupils enjoy impressive Sixth Form private study and Careers provision in The Barry Martin Centre. The Millennium Boat House, shared with our neighbouring girls' school, Lady Eleanor Holles, has a prime location on the nearby River Thames, and provides the focal point for our popular and successful Boat Club. Hamptonians' examination results and university entrance record consistently rank in the top echelon nationally and indeed internationally. Nearly all Hampton leavers go on to undergraduate courses at Russell Group or equivalent universities; around 25 pupils are offered places at Oxford and Cambridge annually, and a significant number move on to global top 10 universities. We also support pupils who wish to study at universities in North America, some of whom secure academic and/or sporting scholarships. Hampton's notably diverse, socially inclusive nature is an especially cherished part of our DNA and we as far from being a stereotypical public school as any setting in the independent sector. Currently, 7% of our boys (around 100 in total) attend on means tested, free places, many of which are funded by a separate but closely linked educational charity, The Fitzwygram Foundation. 'One of the most genuinely inclusive, diverse independent schools in the London area'. Good Schools Guide Position This is an excellent opportunity to become part of a supportive and highly skilled team where you'll gain exposure to a broad range of enterprise technologies while developing your own technical knowledge and experience. About Hampton School IT Services The Hampton School IT Services department delivers enterprise quality technology services within an educational environment. Our purpose is to provide highly reliable IT services through exceptional customer service whilst continually improving the School's technology environment. We believe technology should enable teaching, learning and the wider operation of the School without becoming a distraction. Alongside maintaining operational excellence, every member of the department contributes to moving the School forward through planned improvements, well managed projects and continual development of our services. The department combines exceptional customer service with technical expertise, ensuring reliable day to day operations whilst delivering meaningful technology improvements each year. Purpose of the Role The IT Technician provides first and second line technical support across Hampton School, ensuring staff and pupils receive a professional, responsive and customer focused IT service. The role is responsible for resolving day to day technical issues, supporting classroom technology and contributing to the reliable operation of the School's IT services. Working closely with the Lead IT Technician and IT Service Manager, the IT Technician follows established procedures, uses departmental documentation and escalates issues appropriately when required. The role offers the opportunity to develop broad technical knowledge whilst contributing to continual service improvement and the long term success of the IT department. The IT office supports just over 470 employees at both Hampton School and Hampton Pre Prep and Prep School and you will have the opportunity to work with new and emerging technologies. We encourage applications as soon as possible and the School reserves the right to commence or complete the interview process at any time prior to the closing date. Requirements The responsibilities below outline the key responsibilities of the role and are not exhaustive. The post will evolve over time in response to the needs of the Hampton School Trust. Key responsibilities Customer Support & Service Delivery Provide first and second line technical support to staff and pupils across the School Respond to incidents and service requests in a professional, timely and customer focused manner Accurately record, update and manage support tickets, ensuring troubleshooting activities are documented Communicate clearly with users, providing updates and managing expectations throughout the support process. Technical Support Support desktop and laptop computers, mobile devices, printers, classroom technology and peripheral equipment Assist with user account administration, device deployment and routine maintenance activities Follow departmental documentation and standard operating procedures when resolving technical issues Escalate complex or unfamiliar issues with appropriate diagnostic information where required. Operational Support Assist with classroom moves, equipment installations and technology setup for School events Support the delivery of examinations and other key School activities requiring IT services Maintain IT equipment, work areas and storage locations to a high standard Contribute to accurate technical documentation and asset records. Work collaboratively with colleagues across the IT department to deliver excellent service Share knowledge and contribute to improvements in documentation and support processes Identify opportunities to improve the quality and efficiency of IT services Actively develop technical knowledge and skills through training and practical experience. Person Specification The successful candidate will be able to demonstrate the following skills, qualifications and experience. Professional Knowledge & Experience A commitment to the paramount importance of safeguarding and wellbeing of pupils Experience providing IT support in a customer focused environment Good knowledge of Microsoft Windows, Microsoft 365 and common desktop applications Strong troubleshooting and problem solving skills Willingness to learn enterprise infrastructure technologies Excellent communication and interpersonal skills. Experience within an educational environment Experience supporting Apple devices and classroom technology Relevant IT qualifications or a willingness to work towards them. Personal Attributes Friendly, approachable and customer focused Professional and reliable Willing to learn and develop new skills Positive and collaborative Organised and proactive Awareness of the importance of data security and confidentiality Committed to delivering excellent customer service. Other information Hours and Salary This is a full time position and working hours will be 8.30am - 5.00pm, Monday - Friday. Additional work, if required, is to be discussed and agreed in advance with the Director of IT and in their absence, the Bursar. The remuneration package includes pay for holidays. Staff are required to be at School on INSET and Open Days. Annual leave should be taken during the School holidays. Hampton has its own generous salary scale and benefits package. The salary will be commensurate with skills and years' experience and confirmed at time of appointment. The Hampton School Trust Governors also currently offer the following non contractual benefits to staff, subject to any terms and conditions and the School's eligibility requirements: private medical insurance; death in service benefit insurance policy; a Medicash healthcare cash plan; Pension Scheme, personal accident insurance, School fee remission, cycle to work scheme, lunch, sports facilities and counselling. Hampton School is pleased to be a London Living Wage employer. Please note that the above list is not exhaustive and that non contractual benefits are provided at the discretion of the Governors. Training Where necessary, to attend INSET training or undergo other training to increase competence, proficiency and safety awareness. To act as Fire Marshal and First Aider as required. Training will be provided Any other reasonable tasks required by the Deputy Head (Academic), The Headmaster and/or Bursar in association with the above role. Please note that there may be some changes and additions to the above . click apply for full job details
Rise Technical Recruitment
Newcastle Upon Tyne, Tyne And Wear
Deputy IT Director Newcastle upon Tyne 110,000 - 120,000 + 8,500 Car Allowance + Hybrid Working + Excellent Company Benefits Excellent opportunity for an accomplished IT Director or senior Head of IT to join a major national organisation in a highly influential leadership position, shaping and delivering its future technology and digital strategy. This organisation has operated successfully for more than 75 years and has established a significant national presence. It is now investing in the continued modernisation of its technology landscape, creating an opportunity for an experienced IT leader to deliver genuine business-wide transformation. Reporting directly to the Group IT Director, you will help define and deliver the organisation's IT and digital strategy across a complex, multi-site operation. You will lead senior technology functions covering development and infrastructure while acting as a trusted technology advisor to executive and divisional leadership teams. The role will combine strategic transformation with responsibility for dependable day-to-day technology services. You will oversee infrastructure, systems, cyber security, data governance, business continuity, suppliers and major technology programmes. The ideal candidate will have operated as an IT Director, Deputy IT Director or senior Head of IT within a large, multi-site organisation. You will have a proven record of leading major transformation programmes while maintaining secure, reliable and commercially effective IT operations. This is a rare opportunity to join the senior leadership team of a nationally recognised business and play a central role in defining how technology supports its next stage of growth. The Role: Helping define and deliver a Group-wide IT and digital strategy Acting as a senior technology advisor to executive and divisional leadership teams Leading transformation programmes across operational, commercial, finance and customer-facing functions Overseeing infrastructure, networks, systems, development and IT support services Leading and developing the Heads of Development and Infrastructure Improving core ERP, CRM, document management and business systems Establishing strong cyber security, data governance and business continuity frameworks Managing major suppliers, technology contracts and commercial relationships Taking responsibility for IT budgets, return on investment and supplier performance Four days per week based in the Newcastle office, with one day working from home Occasional travel to regional offices and partner locations The Person: Previous experience as an IT Director, Deputy IT Director or senior Head of IT Leadership experience within a large, multi-site organisation Proven experience delivering business-wide IT transformation Strong knowledge of infrastructure, software development and operational IT delivery Experience managing ERP, CRM and integrated enterprise systems Strong understanding of cyber security, data governance and risk management Commercially astute, with experience managing budgets, suppliers and contracts Comfortable influencing and advising stakeholders at Board and executive level Strong leadership, change management and team development experience Experience within construction, housebuilding, property or another multi-site industry would be advantageous Rise Technical Recruitment Ltd acts an employment agency for permanent roles and an employment business for temporary roles. The salary advertised is the bracket available for this position. The actual salary paid will be dependent on your level of experience, qualifications and skill set and will be decided by our client, the employer. Rise are not responsible or liable for any hiring decisions made by the end client. We are an equal opportunities company and welcome applications from all suitable candidates.
14/07/2026
Full time
Deputy IT Director Newcastle upon Tyne 110,000 - 120,000 + 8,500 Car Allowance + Hybrid Working + Excellent Company Benefits Excellent opportunity for an accomplished IT Director or senior Head of IT to join a major national organisation in a highly influential leadership position, shaping and delivering its future technology and digital strategy. This organisation has operated successfully for more than 75 years and has established a significant national presence. It is now investing in the continued modernisation of its technology landscape, creating an opportunity for an experienced IT leader to deliver genuine business-wide transformation. Reporting directly to the Group IT Director, you will help define and deliver the organisation's IT and digital strategy across a complex, multi-site operation. You will lead senior technology functions covering development and infrastructure while acting as a trusted technology advisor to executive and divisional leadership teams. The role will combine strategic transformation with responsibility for dependable day-to-day technology services. You will oversee infrastructure, systems, cyber security, data governance, business continuity, suppliers and major technology programmes. The ideal candidate will have operated as an IT Director, Deputy IT Director or senior Head of IT within a large, multi-site organisation. You will have a proven record of leading major transformation programmes while maintaining secure, reliable and commercially effective IT operations. This is a rare opportunity to join the senior leadership team of a nationally recognised business and play a central role in defining how technology supports its next stage of growth. The Role: Helping define and deliver a Group-wide IT and digital strategy Acting as a senior technology advisor to executive and divisional leadership teams Leading transformation programmes across operational, commercial, finance and customer-facing functions Overseeing infrastructure, networks, systems, development and IT support services Leading and developing the Heads of Development and Infrastructure Improving core ERP, CRM, document management and business systems Establishing strong cyber security, data governance and business continuity frameworks Managing major suppliers, technology contracts and commercial relationships Taking responsibility for IT budgets, return on investment and supplier performance Four days per week based in the Newcastle office, with one day working from home Occasional travel to regional offices and partner locations The Person: Previous experience as an IT Director, Deputy IT Director or senior Head of IT Leadership experience within a large, multi-site organisation Proven experience delivering business-wide IT transformation Strong knowledge of infrastructure, software development and operational IT delivery Experience managing ERP, CRM and integrated enterprise systems Strong understanding of cyber security, data governance and risk management Commercially astute, with experience managing budgets, suppliers and contracts Comfortable influencing and advising stakeholders at Board and executive level Strong leadership, change management and team development experience Experience within construction, housebuilding, property or another multi-site industry would be advantageous Rise Technical Recruitment Ltd acts an employment agency for permanent roles and an employment business for temporary roles. The salary advertised is the bracket available for this position. The actual salary paid will be dependent on your level of experience, qualifications and skill set and will be decided by our client, the employer. Rise are not responsible or liable for any hiring decisions made by the end client. We are an equal opportunities company and welcome applications from all suitable candidates.
Deputy Shift Leader Service Desk Support Engineer Role Overview: We are seeking a proactive, customer focused and dedicated Deputy Shift Leader Service Desk Support Engineer to support the Shift Leader in overseeing the daily operations of our Service Desk providing 24/7/365 support for end users. The successful candidate will play a key role in leading the service desk team during their assigned shifts, ensuring that all technical support requests are handled efficiently, and maintaining high levels of customer satisfaction. This role requires a strong understanding of IT support processes, excellent leadership skills, and the ability to handle complex technical problems in a fast paced environment and is dedicated to ensuring the optimal performance of IT systems and services. This is a fantastic opportunity for an experienced service desk professional with leadership potential who is ready to step into a supervisory role. Key Accountabilities / Responsibilities Team Leadership & Supervision Assist the Shift Leader in managing and coordinating the activities of the service desk team during the shift and deputises in their absence. Ensure team members follow procedures, manage their tickets effectively, and adhere to established service level agreements (SLAs). Serve as the point of escalation for more complex or high priority incidents when the Shift Leader is unavailable. Help monitor and guide team performance, ensuring that support requests are handled promptly and accurately. Service Desk Operations Serve as the primary point of contact for all IT related inquiries and incidents from end users via phone, email or ticketing system. Ensure that all incidents are appropriately categorised, prioritised and tracked through the ticketing system. Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines. Collaborate with other departments and IT teams to resolve complex issues and improve service delivery. Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness. Perform quality assurance checks on support tickets to ensure thoroughness and accuracy. Develop and maintain knowledge base articles to aid in the resolution of recurring issues and improve team efficiency. Provide excellent customer service, maintaining a professional demeanour and ensuring high user satisfaction. Monitor system alerts and perform routine checks to ensure IT services are running optimally. Adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles. Communication & Reporting Maintain effective communication with end users, ensuring that they are kept informed of the status of their incidents and requests. Monitor performance metrics, ensuring the team meets established service level agreements (SLAs). Provide detailed shift reports to the Head of IT Service Management highlighting team performance, common issues, and any incidents of note. Continuous Improvement Proactively identify areas for process improvement and recommend solutions to enhance service delivery. Continuously enhance technical knowledge and stay up to date with the latest industry trends and technologies. Participate in training and development opportunities to improve technical skills and knowledge. Skills, Knowledge and Experience Experience Proven experience in IT support, technical support or helpdesk roles, ideally within an MSP environment. Prior experience in a leadership or supervisory capacity within an IT environment is preferred. Technical Skills Familiarity with relevant engineering tools, programming languages or technologies. Familiarity with enterprise products such as Microsoft 365, VDI solutions, and collaboration tools (e.g., Teams, SharePoint). Strong desire to learn and develop technical skills. Hands on experience with tools like ServiceNow, Jira Service Management, or similar ITSM Platforms. Leadership & Communication Skills Strong leadership and team management skills, with the ability to motivate and guide a diverse team. Strong verbal and written communication skills, with the ability to convey technical information to non technical users. Ability to handle high pressure situations and manage competing priorities effectively. Ability to work independently and as a team in a fast paced environment. Strong problem solving skills and the ability to troubleshoot hardware and software issues effectively. Strong customer service orientation with a focus on providing timely and effective support. To demonstrate and work in line with the core values of Prolinx which will be taken into consideration for any reward and recognition processes for this role (i.e., performance management). Compliance with Company Policies, Procedures and Rules A condition of Employment as an Employee shall be, at all times, to comply with all Policies, Procedures and Rules of the Company, which include, but are not limited to: the Prolinx Integrated Management System (IMS) Manual, Prolinx Information Security Management System (ISMS) Manual and includes all Policies, Procedures and Rules specified in the Company's Employee Handbook. Equal Opportunities Prolinx does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements. The Job Holder will understand the regulatory, fair trading and competition rules relating to their work sufficiently to be able to comply with them, relying on their knowledge or on their ability to recognise that they will need specialist support. The Job Holder will actively support at all times company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information. This includes the Security requirements of our customers. Salary: 35K - 40K depending on skills & experience in Essential & Desirable section
11/07/2026
Full time
Deputy Shift Leader Service Desk Support Engineer Role Overview: We are seeking a proactive, customer focused and dedicated Deputy Shift Leader Service Desk Support Engineer to support the Shift Leader in overseeing the daily operations of our Service Desk providing 24/7/365 support for end users. The successful candidate will play a key role in leading the service desk team during their assigned shifts, ensuring that all technical support requests are handled efficiently, and maintaining high levels of customer satisfaction. This role requires a strong understanding of IT support processes, excellent leadership skills, and the ability to handle complex technical problems in a fast paced environment and is dedicated to ensuring the optimal performance of IT systems and services. This is a fantastic opportunity for an experienced service desk professional with leadership potential who is ready to step into a supervisory role. Key Accountabilities / Responsibilities Team Leadership & Supervision Assist the Shift Leader in managing and coordinating the activities of the service desk team during the shift and deputises in their absence. Ensure team members follow procedures, manage their tickets effectively, and adhere to established service level agreements (SLAs). Serve as the point of escalation for more complex or high priority incidents when the Shift Leader is unavailable. Help monitor and guide team performance, ensuring that support requests are handled promptly and accurately. Service Desk Operations Serve as the primary point of contact for all IT related inquiries and incidents from end users via phone, email or ticketing system. Ensure that all incidents are appropriately categorised, prioritised and tracked through the ticketing system. Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines. Collaborate with other departments and IT teams to resolve complex issues and improve service delivery. Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness. Perform quality assurance checks on support tickets to ensure thoroughness and accuracy. Develop and maintain knowledge base articles to aid in the resolution of recurring issues and improve team efficiency. Provide excellent customer service, maintaining a professional demeanour and ensuring high user satisfaction. Monitor system alerts and perform routine checks to ensure IT services are running optimally. Adhere to the Prolinx Security Policies in all practices to ensure our continued compliance with the Secure by Design Principles. Communication & Reporting Maintain effective communication with end users, ensuring that they are kept informed of the status of their incidents and requests. Monitor performance metrics, ensuring the team meets established service level agreements (SLAs). Provide detailed shift reports to the Head of IT Service Management highlighting team performance, common issues, and any incidents of note. Continuous Improvement Proactively identify areas for process improvement and recommend solutions to enhance service delivery. Continuously enhance technical knowledge and stay up to date with the latest industry trends and technologies. Participate in training and development opportunities to improve technical skills and knowledge. Skills, Knowledge and Experience Experience Proven experience in IT support, technical support or helpdesk roles, ideally within an MSP environment. Prior experience in a leadership or supervisory capacity within an IT environment is preferred. Technical Skills Familiarity with relevant engineering tools, programming languages or technologies. Familiarity with enterprise products such as Microsoft 365, VDI solutions, and collaboration tools (e.g., Teams, SharePoint). Strong desire to learn and develop technical skills. Hands on experience with tools like ServiceNow, Jira Service Management, or similar ITSM Platforms. Leadership & Communication Skills Strong leadership and team management skills, with the ability to motivate and guide a diverse team. Strong verbal and written communication skills, with the ability to convey technical information to non technical users. Ability to handle high pressure situations and manage competing priorities effectively. Ability to work independently and as a team in a fast paced environment. Strong problem solving skills and the ability to troubleshoot hardware and software issues effectively. Strong customer service orientation with a focus on providing timely and effective support. To demonstrate and work in line with the core values of Prolinx which will be taken into consideration for any reward and recognition processes for this role (i.e., performance management). Compliance with Company Policies, Procedures and Rules A condition of Employment as an Employee shall be, at all times, to comply with all Policies, Procedures and Rules of the Company, which include, but are not limited to: the Prolinx Integrated Management System (IMS) Manual, Prolinx Information Security Management System (ISMS) Manual and includes all Policies, Procedures and Rules specified in the Company's Employee Handbook. Equal Opportunities Prolinx does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements. The Job Holder will understand the regulatory, fair trading and competition rules relating to their work sufficiently to be able to comply with them, relying on their knowledge or on their ability to recognise that they will need specialist support. The Job Holder will actively support at all times company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information. This includes the Security requirements of our customers. Salary: 35K - 40K depending on skills & experience in Essential & Desirable section
