Lead Planner (SC Clearance) - Derby Hybrid role (3 days onsite in Derby, 3 days remote). Salary (DOE) + training, development, pension, life insurance. Lead and maintain the Integrated Master Schedule across multiple workstreams. Set and uphold planning governance, standards and reporting frameworks. Integrate risk, dependencies and change into programme level schedules. Conduct scenario modelling and schedule assurance reviews. Provide executive level reporting and delivery confidence to senior stakeholders. Strong defence project planning background within complex, regulated environments. Proven experience leading Integrated Master Schedules at programme level. Comfortable challenging assumptions and influencing senior stakeholders. Strong commercial Primavera P6 experience. Experience mentoring or guiding junior planners. Must be eligible for UK security clearance (British National). Start date: As soon as possible Location: Nottingham, England, United Kingdom CGI - Defence & Intelligence Specialist - Secure Innovation & Advisory Team Role focused on leading technical solutions for highly secure government projects. Open only to UK Nationals eligible for High Level Clearance (HLC). Hybrid flexibility available, but onsite attendance required for secure access. Start date: As soon as possible Location: Various sites - Gloucester, Manchester, Liverpool, or client site in question. Manufacturing Business Analyst - Pharmaceutical Client Responsible for producing financial reports, Power BI dashboards, SSRS reports and processing data sets. 6 month assignment based in Southampton, with remote work possibility and occasional office presence. Start date: As soon as possible Location: University of Southampton Science Park, England, United Kingdom Deputy Director for Digital, Data and Building Technology - Education Estate Senior leadership role overseeing digital platforms, strategy, and transformation across Education Estates. Responsibilities include: Transforming the Digital Operating Environment. Developing and rolling out digital and technology standards. Supporting the £325m digital connectivity programme. Managing performance and service delivery with DDT operational teams. Location: Various (not specified) Clinical Safety Officer - Digital Screening Programme (LA International) Clinically registered professional with CPD in clinical safety. Hands on digital delivery experience in NHS or equivalent. Experience with DCB0129 and DCB0160 standards. Stakeholder management across clinical, technical, and senior leadership groups. Documentation and risk assessment in programme tooling (e.g., Aspyre). Ability to influence decisions and build safety centric culture. Duration: 12 months (initial contract) Location: SW1A 2AH, City of Westminster, England, United Kingdom Remote type: Remote Start date: As soon as possible Head of SOC / Incident Response - LA International Senior leadership within public sector and Defence cybersecurity. Coordinating and integrating public sector/defence digital services. Leverage AI for public benefit and strengthen digital infrastructure. Manage incident response with knowledge of NIST, ISO 27001, etc. Recruit, mentor, and influence SOC teams. Duration: 6 months Location: Fully remote (with occasional onsite meetings 1-2x per month) Start date: As soon as possible SOC Solutions & Cyber Advisory Lead (CGI) Lead SOC services with intelligence driven solutions. Design, sell, and deliver scalable SOC services aligned to client maturity. Influence service architecture and ensure robust, scalable implementations. Drive continuous improvement and strategic vision for intelligence led operations. Location: Reading, England, United Kingdom Start date: As soon as possible Software Developer - CGI Secure Innovation & Advisory Area Develop software solutions for secure, mission critical environments. Work within hybrid teams across Manchester or Gloucester offices. Collaborate closely with product, design, and delivery functions. Location: Gloucester, England, United Kingdom Start date: As soon as possible Additional Open Positions Various roles are available across different locations (Gloucester, Manchester, Sheffield, London, Nottingham, Coventry). Applicants can select preferred locations during application. General Employer Information (CGI) CGI offers competitive salary, excellent pension, private healthcare, and a share scheme. Equal opportunities employer. All applicants encouraged to apply regardless of background or identity. Applications are evaluated based on qualifications and experience. Frequent updates and updates to requirements may apply to each role. Please note: The job you were originally searching for has been deleted or has expired.
29/07/2026
Full time
Lead Planner (SC Clearance) - Derby Hybrid role (3 days onsite in Derby, 3 days remote). Salary (DOE) + training, development, pension, life insurance. Lead and maintain the Integrated Master Schedule across multiple workstreams. Set and uphold planning governance, standards and reporting frameworks. Integrate risk, dependencies and change into programme level schedules. Conduct scenario modelling and schedule assurance reviews. Provide executive level reporting and delivery confidence to senior stakeholders. Strong defence project planning background within complex, regulated environments. Proven experience leading Integrated Master Schedules at programme level. Comfortable challenging assumptions and influencing senior stakeholders. Strong commercial Primavera P6 experience. Experience mentoring or guiding junior planners. Must be eligible for UK security clearance (British National). Start date: As soon as possible Location: Nottingham, England, United Kingdom CGI - Defence & Intelligence Specialist - Secure Innovation & Advisory Team Role focused on leading technical solutions for highly secure government projects. Open only to UK Nationals eligible for High Level Clearance (HLC). Hybrid flexibility available, but onsite attendance required for secure access. Start date: As soon as possible Location: Various sites - Gloucester, Manchester, Liverpool, or client site in question. Manufacturing Business Analyst - Pharmaceutical Client Responsible for producing financial reports, Power BI dashboards, SSRS reports and processing data sets. 6 month assignment based in Southampton, with remote work possibility and occasional office presence. Start date: As soon as possible Location: University of Southampton Science Park, England, United Kingdom Deputy Director for Digital, Data and Building Technology - Education Estate Senior leadership role overseeing digital platforms, strategy, and transformation across Education Estates. Responsibilities include: Transforming the Digital Operating Environment. Developing and rolling out digital and technology standards. Supporting the £325m digital connectivity programme. Managing performance and service delivery with DDT operational teams. Location: Various (not specified) Clinical Safety Officer - Digital Screening Programme (LA International) Clinically registered professional with CPD in clinical safety. Hands on digital delivery experience in NHS or equivalent. Experience with DCB0129 and DCB0160 standards. Stakeholder management across clinical, technical, and senior leadership groups. Documentation and risk assessment in programme tooling (e.g., Aspyre). Ability to influence decisions and build safety centric culture. Duration: 12 months (initial contract) Location: SW1A 2AH, City of Westminster, England, United Kingdom Remote type: Remote Start date: As soon as possible Head of SOC / Incident Response - LA International Senior leadership within public sector and Defence cybersecurity. Coordinating and integrating public sector/defence digital services. Leverage AI for public benefit and strengthen digital infrastructure. Manage incident response with knowledge of NIST, ISO 27001, etc. Recruit, mentor, and influence SOC teams. Duration: 6 months Location: Fully remote (with occasional onsite meetings 1-2x per month) Start date: As soon as possible SOC Solutions & Cyber Advisory Lead (CGI) Lead SOC services with intelligence driven solutions. Design, sell, and deliver scalable SOC services aligned to client maturity. Influence service architecture and ensure robust, scalable implementations. Drive continuous improvement and strategic vision for intelligence led operations. Location: Reading, England, United Kingdom Start date: As soon as possible Software Developer - CGI Secure Innovation & Advisory Area Develop software solutions for secure, mission critical environments. Work within hybrid teams across Manchester or Gloucester offices. Collaborate closely with product, design, and delivery functions. Location: Gloucester, England, United Kingdom Start date: As soon as possible Additional Open Positions Various roles are available across different locations (Gloucester, Manchester, Sheffield, London, Nottingham, Coventry). Applicants can select preferred locations during application. General Employer Information (CGI) CGI offers competitive salary, excellent pension, private healthcare, and a share scheme. Equal opportunities employer. All applicants encouraged to apply regardless of background or identity. Applications are evaluated based on qualifications and experience. Frequent updates and updates to requirements may apply to each role. Please note: The job you were originally searching for has been deleted or has expired.
Murphy is recruiting for a IT Service Desk Manager to work within the ever growing IT team at Golborne - WA3 3JD Operating in the United Kingdom, Ireland, Canada and the USA, Murphy provides better engineered solutions to infrastructure sectors including transportation, water, power and natural resources. So that our teams out on projects can run smoothly it is vital that we have robust support functions in place. We are committed to fostering an engaging and collaborative work environment in which each person's career is nurtured and developed. We focus on employee development, providing a culture of innovation and positive work-life balance. The IT Service Desk Manager is responsible for ensuring the IT Service Desk fulfils its role as the primary point of contact between IT and end users, leading the delivery of a high-quality, customer-focused support service. They oversee the effective triage, prioritisation and information capture for all incoming incidents and requests, while driving the ongoing improvement of the Service Desk to meet evolving business and digital demands through the adoption of ITIL best practice, automation, self-service and continual service improvement. A day in the life of a Murphy IT Service Desk Manager Lead and manage the 1st Line Service Desk team, providing coaching, mentoring, performance management, and progression planning. Ensure the Service Desk operates as the primary point of contact for all IT incidents, service requests, and enquiries, consistently delivering excellent customer service. Oversee the triage, prioritisation, and escalation of incidents in alignment with ITIL incident management processes and SLA requirements. Monitor team workloads, ensuring tickets are accurately logged in our ITSM tool, updated, escalated, and resolved within agreed service levels. Act as an escalation point for complex or high-priority incidents within the IT Service & Operations function. Manage the day-to-day workload of the IT Service Desk team, providing guidance, motivation, and support to achieve high-quality service delivery. The role acts as the Major Incident Management lead for critical incidents, responsible for initiating and managing bridge calls, coordinating internal and external resolver teams, ensuring timely communication, and driving incidents through to resolution with minimal service disruption. Ensure operational activities, including SOC alert handling, end-user support, site mobilisations, and asset management, are completed efficiently and accurately. Oversee asset tracking, CMDB updates, and IT equipment provisioning to ensure compliance with company and IT operational standards. Support the rollout, configuration, and ongoing support of core IT systems, Teams Rooms VC suites, and mobile devices across the business. Maintain service governance across IT services, ensuring compliance with internal policies, ITIL practices, and regulatory requirements. Drive continuous improvement initiatives by reviewing Service Desk processes, analysing incident trends, and implementing solutions in collaboration with 2nd/3rd line support and other IT teams. Ensure operational procedures, IT policies, and ITIL-aligned processes are consistently applied across the team. Respond promptly to SOC alerts, performing investigations, remediations, and escalations as required. Ensure end-user devices are deployed and maintained according to organisational security standards, applying technical controls and collaborating with Information Security to manage risks. Assist with the implementation of new security measures, technical controls, and operational safeguards. As required, provide operational support for IT projects, including new service go-lives, site mobilisations, and technical deployments. Collaborate with Desktop, Infrastructure, Cybersecurity, Application Support, and Programme teams to ensure seamless delivery of IT services. Maintain Service Desk performance metrics, including SLA adherence, KPIs, ticket volumes, and backlog management. Implement, review, and maintain the Service Desk SIP (Service Improvement Plan) to drive ongoing service excellence. If required, acts as deputy for the Head of IT Service & Operations, making operational decisions and leading initiatives when required. Support IT Operations outside core hours when necessary to meet business and operational needs. Encourage knowledge sharing, mentoring, and skill development across the IT Operations team. Promote a culture of collaboration, continuous learning, and high performance aligned with ITIL best practices. Still interested does this sound like you? Previous experience in an IT Service Desk operational role and transformation experience of developing a service desk, or equivalent Team leadership experience in an IT operations environment Practical experience of managing office changes and Site IT delivery and support Previous experience of integrating ITIL processes Excellent customer engagement, the ability to communicate effectively at all levels and strong organisational skills Good understanding of IT security standards and their practical application to IT Operations. Previous experience investigating incidents and report writing Full driving license is required as travel to other sites will sometimes be required What's in it for you? 27 days holiday, plus bank holidays with the option to buy an additional 2 days holiday each year, holidays increase with length of service Discretionary annual bonus and annual salary review Above market rate contributory pension scheme Life assurance, health screening and enhanced sick pay Enhanced maternity and paternity pay and a maternity returners bonus Extra weeks holiday for all employees getting married and a wedding bonus Subsidised canteen facilities in core locations Dedicated and continued investment in your professional development Other Murphy benefits include retail discounts and cashback, discounted gym memberships, cycle to work scheme etc About Murphy Murphy is formally recognised as a sector leading employer, Platinum Investors In People accredited along with reported operating profit up 57% on prior year. At Murphy, we are incredibly proud of our diverse workforce. Not only do our people represent over 60 different nationalities, but they also represent a wide range of backgrounds, ethnicities and ages. With a forward order book of £5.4bn and £23m Invested in environmentally friendly plant in 2024 there really is If you are unable to apply via the usual process, please call Lorna Rhodeson to discuss in more detail. Murphy is unable to employ anyone who does not have the legal right to live and work in the UK
29/07/2026
Full time
Murphy is recruiting for a IT Service Desk Manager to work within the ever growing IT team at Golborne - WA3 3JD Operating in the United Kingdom, Ireland, Canada and the USA, Murphy provides better engineered solutions to infrastructure sectors including transportation, water, power and natural resources. So that our teams out on projects can run smoothly it is vital that we have robust support functions in place. We are committed to fostering an engaging and collaborative work environment in which each person's career is nurtured and developed. We focus on employee development, providing a culture of innovation and positive work-life balance. The IT Service Desk Manager is responsible for ensuring the IT Service Desk fulfils its role as the primary point of contact between IT and end users, leading the delivery of a high-quality, customer-focused support service. They oversee the effective triage, prioritisation and information capture for all incoming incidents and requests, while driving the ongoing improvement of the Service Desk to meet evolving business and digital demands through the adoption of ITIL best practice, automation, self-service and continual service improvement. A day in the life of a Murphy IT Service Desk Manager Lead and manage the 1st Line Service Desk team, providing coaching, mentoring, performance management, and progression planning. Ensure the Service Desk operates as the primary point of contact for all IT incidents, service requests, and enquiries, consistently delivering excellent customer service. Oversee the triage, prioritisation, and escalation of incidents in alignment with ITIL incident management processes and SLA requirements. Monitor team workloads, ensuring tickets are accurately logged in our ITSM tool, updated, escalated, and resolved within agreed service levels. Act as an escalation point for complex or high-priority incidents within the IT Service & Operations function. Manage the day-to-day workload of the IT Service Desk team, providing guidance, motivation, and support to achieve high-quality service delivery. The role acts as the Major Incident Management lead for critical incidents, responsible for initiating and managing bridge calls, coordinating internal and external resolver teams, ensuring timely communication, and driving incidents through to resolution with minimal service disruption. Ensure operational activities, including SOC alert handling, end-user support, site mobilisations, and asset management, are completed efficiently and accurately. Oversee asset tracking, CMDB updates, and IT equipment provisioning to ensure compliance with company and IT operational standards. Support the rollout, configuration, and ongoing support of core IT systems, Teams Rooms VC suites, and mobile devices across the business. Maintain service governance across IT services, ensuring compliance with internal policies, ITIL practices, and regulatory requirements. Drive continuous improvement initiatives by reviewing Service Desk processes, analysing incident trends, and implementing solutions in collaboration with 2nd/3rd line support and other IT teams. Ensure operational procedures, IT policies, and ITIL-aligned processes are consistently applied across the team. Respond promptly to SOC alerts, performing investigations, remediations, and escalations as required. Ensure end-user devices are deployed and maintained according to organisational security standards, applying technical controls and collaborating with Information Security to manage risks. Assist with the implementation of new security measures, technical controls, and operational safeguards. As required, provide operational support for IT projects, including new service go-lives, site mobilisations, and technical deployments. Collaborate with Desktop, Infrastructure, Cybersecurity, Application Support, and Programme teams to ensure seamless delivery of IT services. Maintain Service Desk performance metrics, including SLA adherence, KPIs, ticket volumes, and backlog management. Implement, review, and maintain the Service Desk SIP (Service Improvement Plan) to drive ongoing service excellence. If required, acts as deputy for the Head of IT Service & Operations, making operational decisions and leading initiatives when required. Support IT Operations outside core hours when necessary to meet business and operational needs. Encourage knowledge sharing, mentoring, and skill development across the IT Operations team. Promote a culture of collaboration, continuous learning, and high performance aligned with ITIL best practices. Still interested does this sound like you? Previous experience in an IT Service Desk operational role and transformation experience of developing a service desk, or equivalent Team leadership experience in an IT operations environment Practical experience of managing office changes and Site IT delivery and support Previous experience of integrating ITIL processes Excellent customer engagement, the ability to communicate effectively at all levels and strong organisational skills Good understanding of IT security standards and their practical application to IT Operations. Previous experience investigating incidents and report writing Full driving license is required as travel to other sites will sometimes be required What's in it for you? 27 days holiday, plus bank holidays with the option to buy an additional 2 days holiday each year, holidays increase with length of service Discretionary annual bonus and annual salary review Above market rate contributory pension scheme Life assurance, health screening and enhanced sick pay Enhanced maternity and paternity pay and a maternity returners bonus Extra weeks holiday for all employees getting married and a wedding bonus Subsidised canteen facilities in core locations Dedicated and continued investment in your professional development Other Murphy benefits include retail discounts and cashback, discounted gym memberships, cycle to work scheme etc About Murphy Murphy is formally recognised as a sector leading employer, Platinum Investors In People accredited along with reported operating profit up 57% on prior year. At Murphy, we are incredibly proud of our diverse workforce. Not only do our people represent over 60 different nationalities, but they also represent a wide range of backgrounds, ethnicities and ages. With a forward order book of £5.4bn and £23m Invested in environmentally friendly plant in 2024 there really is If you are unable to apply via the usual process, please call Lorna Rhodeson to discuss in more detail. Murphy is unable to employ anyone who does not have the legal right to live and work in the UK
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.
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
