Because of the nature of the work associated with this post it is subject to special nationality rules, and this is post is restricted to individuals who are UK British Nationals. For this role, due to government security requirements, the term ‘UK Nationals’ must exclude anyone who is a dual national or naturalised British (i.e. originally a foreign national).
SeeByte, the global market leader in the development of smart software for uncrewed maritime systems, are looking to recruit an IT Service Lead to join our expanding team in central Edinburgh.
You will have a unique opportunity to play a significant role in a dynamic and world-respected technology company within the exciting field of robotics, with clear development, training and career progression opportunities provided. This is a fantastic opportunity to work for an innovative and forward-thinking company with an international client base.
Due to the nature of this role, daily office attendance is required and it is not eligible for remote or hybrid working. SeeByte operates a satellite office in Bristol and occasional, reimbursed travel will be required.
Benefits
We are proud to have and promote a healthy work-life balance in a casual working environment. Some of the benefits include:
Competitive salary and shared employee / employer contributory pension scheme
Generous holiday entitlement and option to buy additional holidays after 1 year of service.
Travel compensation scheme
Clear development, training and career progression opportunities
External, online training courses and in-house training
Offices in the centre of Edinburgh and in Bristol, two great cities to live and work
Free access to a gymnasium
Free, on-site parking
Enhanced family friendly policies
Showers, lockers, swipe access internal bike store
Travel season ticket loan
Annual company day out
Save money on your commute as SeeByte participates in the Cycle to Work Scheme and Travel season ticket loan. SeeByte also supports an Electric Vehicle leasing scheme.
Main Purpose of the Role
The IT Service Lead will own the end-to-end user experience and provide expert technical support for SeeByte, ensuring the smooth operation of IT service delivery within the organisation. This role involves leading IT service delivery, collaborating closely with colleagues, daily troubleshooting, system maintenance, asset management, and requires a candidate who can quickly integrate with the team and provide excellent support.
Key Responsibilities of the Role
Run the Service Desk: you will be responsible for the health of the service queue, triaging issues, setting and upholding SLAs, following up on issues and managing the backlog. You will collate and report metrics to the IT Manager.
Technical Support & Troubleshooting: you will act as a first point of contact for end-users, resolving hardware, software, and network issues via in-person, email, chat and phone support.
Onboarding and Offboarding: you will assist with the IT aspects of onboarding and offboarding of new employees, ensuring they have the necessary equipment, access and induction training.
Hardware & Software: you will Install, configure, and maintain computer hardware, peripherals, operating systems, and applications to defined security baselines. This includes supporting software like Microsoft Office 365, and hardware such as laptops, videoconferencing equipment and printers.
User Account & Access Management : you will set up, manage, and maintain user accounts, permissions, and access controls across various systems.
Asset Management : you will maintain accurate inventory records for IT equipment and assist in the deployment of new hardware and software, working with vendors and suppliers to keep licensing in good order.
Maintaining Documentation: you will create and maintain technical documentation, including user guides and a knowledge base for common issues.
Key Skills, Experience and Qualifications
Proven experience in a senior IT service delivery position and proficient working with an IT Service Management Platform.
A relevant IT qualification, such as ITIL 4, Microsoft Certifications (e.g. MD-102, MS-102) or Cisco CCNA.
Strong customer service and communication skills, with the ability to explain technical information to both technical and non-technical users.
Strong experience supporting and maintaining enterprise Windows desktop systems. Ubuntu LTS (22.04 & 24.04) support experience would be advantageous.
Experienced with Microsoft 365 administration including Entra ID, Intune and Teams.
Comfortable with automation tools such as PowerShell and Ansible.
Solid understanding of IT security principles, data protection, change management, vulnerability and patch management.
Behaviours that make you brilliant for this role
Leadership & Team Player: you take ownership of your domain and can define strategic plans and road maps and take colleagues with you on the journey to organisational success. You excel at collaborating with colleagues, sharing knowledge, and contributing to a supportive team environment. You focus on the end-user experience, including follow-up, resulting in successful outcomes.
Clear Communicator : your ability to translate complex technical information into simple, understandable terms for a non-technical audience is paramount. You build trust with stakeholders and manage expectations. You resolve conflicts diplomatically and maintain relationships and service integrity.
Problem-Solving and Critical Thinking : you approach issues methodically, analyse symptoms, identify root causes, and develop effective, innovative, comprehensive solutions that align with the business goals. You anticipate problems early, identify and manage risks and implement appropriate mitigations.
Reliability and Professionalism: you deliver on commitments and meet deadlines. You maintain composure under pressure and demonstrate ethical judgement. You adapt to change and embrace new technologies, processes and organizational priorities.
Apply
To apply please send a recent copy of your CV and a cover letter to hr@seebyte.com .
As an inclusive employer, SeeByte aims to build diverse teams by encouraging applications from a wide range of individuals.
Because of the nature of the work associated with this post it is subject to special nationality rules, and this is post is restricted to individuals who are UK British Nationals. For this role, due to government security requirements, the term ‘UK Nationals’ must exclude anyone who is a dual national or naturalised British (i.e. originally a foreign national).
All offers of employment will be conditional to a Baseline Personal Security Standard (BPSS) process and will require a Security Check (SC) clearance once employed. To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years’ residence in the UK over the last 5 years may be accepted, with additional overseas checks. Please visit the UKSV website for further guidance - United Kingdom Security Vetting - GOV.UK - https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/sc-guidance-pack-for-applicants
As part of this process, SeeByte collects Personal Data as defined under UK GDPR including proof of identity, nationality and immigration status, right to work in the UK, employment and/or academic references and Basic Disclosure information for unspent criminal convictions. Please see details pertaining to your personal data in our Privacy Notice which can be found at https://www.seebyte.com/privacy-policy
NO RECRUITMENT AGENCIES
13/11/2025
Full time
Because of the nature of the work associated with this post it is subject to special nationality rules, and this is post is restricted to individuals who are UK British Nationals. For this role, due to government security requirements, the term ‘UK Nationals’ must exclude anyone who is a dual national or naturalised British (i.e. originally a foreign national).
SeeByte, the global market leader in the development of smart software for uncrewed maritime systems, are looking to recruit an IT Service Lead to join our expanding team in central Edinburgh.
You will have a unique opportunity to play a significant role in a dynamic and world-respected technology company within the exciting field of robotics, with clear development, training and career progression opportunities provided. This is a fantastic opportunity to work for an innovative and forward-thinking company with an international client base.
Due to the nature of this role, daily office attendance is required and it is not eligible for remote or hybrid working. SeeByte operates a satellite office in Bristol and occasional, reimbursed travel will be required.
Benefits
We are proud to have and promote a healthy work-life balance in a casual working environment. Some of the benefits include:
Competitive salary and shared employee / employer contributory pension scheme
Generous holiday entitlement and option to buy additional holidays after 1 year of service.
Travel compensation scheme
Clear development, training and career progression opportunities
External, online training courses and in-house training
Offices in the centre of Edinburgh and in Bristol, two great cities to live and work
Free access to a gymnasium
Free, on-site parking
Enhanced family friendly policies
Showers, lockers, swipe access internal bike store
Travel season ticket loan
Annual company day out
Save money on your commute as SeeByte participates in the Cycle to Work Scheme and Travel season ticket loan. SeeByte also supports an Electric Vehicle leasing scheme.
Main Purpose of the Role
The IT Service Lead will own the end-to-end user experience and provide expert technical support for SeeByte, ensuring the smooth operation of IT service delivery within the organisation. This role involves leading IT service delivery, collaborating closely with colleagues, daily troubleshooting, system maintenance, asset management, and requires a candidate who can quickly integrate with the team and provide excellent support.
Key Responsibilities of the Role
Run the Service Desk: you will be responsible for the health of the service queue, triaging issues, setting and upholding SLAs, following up on issues and managing the backlog. You will collate and report metrics to the IT Manager.
Technical Support & Troubleshooting: you will act as a first point of contact for end-users, resolving hardware, software, and network issues via in-person, email, chat and phone support.
Onboarding and Offboarding: you will assist with the IT aspects of onboarding and offboarding of new employees, ensuring they have the necessary equipment, access and induction training.
Hardware & Software: you will Install, configure, and maintain computer hardware, peripherals, operating systems, and applications to defined security baselines. This includes supporting software like Microsoft Office 365, and hardware such as laptops, videoconferencing equipment and printers.
User Account & Access Management : you will set up, manage, and maintain user accounts, permissions, and access controls across various systems.
Asset Management : you will maintain accurate inventory records for IT equipment and assist in the deployment of new hardware and software, working with vendors and suppliers to keep licensing in good order.
Maintaining Documentation: you will create and maintain technical documentation, including user guides and a knowledge base for common issues.
Key Skills, Experience and Qualifications
Proven experience in a senior IT service delivery position and proficient working with an IT Service Management Platform.
A relevant IT qualification, such as ITIL 4, Microsoft Certifications (e.g. MD-102, MS-102) or Cisco CCNA.
Strong customer service and communication skills, with the ability to explain technical information to both technical and non-technical users.
Strong experience supporting and maintaining enterprise Windows desktop systems. Ubuntu LTS (22.04 & 24.04) support experience would be advantageous.
Experienced with Microsoft 365 administration including Entra ID, Intune and Teams.
Comfortable with automation tools such as PowerShell and Ansible.
Solid understanding of IT security principles, data protection, change management, vulnerability and patch management.
Behaviours that make you brilliant for this role
Leadership & Team Player: you take ownership of your domain and can define strategic plans and road maps and take colleagues with you on the journey to organisational success. You excel at collaborating with colleagues, sharing knowledge, and contributing to a supportive team environment. You focus on the end-user experience, including follow-up, resulting in successful outcomes.
Clear Communicator : your ability to translate complex technical information into simple, understandable terms for a non-technical audience is paramount. You build trust with stakeholders and manage expectations. You resolve conflicts diplomatically and maintain relationships and service integrity.
Problem-Solving and Critical Thinking : you approach issues methodically, analyse symptoms, identify root causes, and develop effective, innovative, comprehensive solutions that align with the business goals. You anticipate problems early, identify and manage risks and implement appropriate mitigations.
Reliability and Professionalism: you deliver on commitments and meet deadlines. You maintain composure under pressure and demonstrate ethical judgement. You adapt to change and embrace new technologies, processes and organizational priorities.
Apply
To apply please send a recent copy of your CV and a cover letter to hr@seebyte.com .
As an inclusive employer, SeeByte aims to build diverse teams by encouraging applications from a wide range of individuals.
Because of the nature of the work associated with this post it is subject to special nationality rules, and this is post is restricted to individuals who are UK British Nationals. For this role, due to government security requirements, the term ‘UK Nationals’ must exclude anyone who is a dual national or naturalised British (i.e. originally a foreign national).
All offers of employment will be conditional to a Baseline Personal Security Standard (BPSS) process and will require a Security Check (SC) clearance once employed. To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years’ residence in the UK over the last 5 years may be accepted, with additional overseas checks. Please visit the UKSV website for further guidance - United Kingdom Security Vetting - GOV.UK - https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/sc-guidance-pack-for-applicants
As part of this process, SeeByte collects Personal Data as defined under UK GDPR including proof of identity, nationality and immigration status, right to work in the UK, employment and/or academic references and Basic Disclosure information for unspent criminal convictions. Please see details pertaining to your personal data in our Privacy Notice which can be found at https://www.seebyte.com/privacy-policy
NO RECRUITMENT AGENCIES
Hartpury University and Collage
Gloucestershire, UK
Service Desk Team Leader
£27,729 - £30,311 per annum
37.5 hours per week
Permanent
About Us
Hartpury University and Hartpury College are among the UK’s leading specialist education providers in agriculture, animal, equine, sport and veterinary nursing. Located in Gloucestershire, Hartpury University and Hartpury College sit side-by-side on a beautiful 360-hectare campus. We provide world-class facilities to more than 4,500 university and college-level students studying undergraduate and postgraduate degrees, A-levels and diplomas, as well as undertaking industry research. The University is rated top 10 in the UK for Teaching Quality ( The Times and Sunday Times Good University Guide 2023 ) and has 97% graduate employability, whilst the College is rated Ofsted Outstanding in all areas. A passionate and innovative business culture and exceptional support networks make Hartpury an ideal career choice.
Hartpury is committed to promoting a diverse and inclusive community – a place where we can all be ourselves. We particularly welcome applicants that we are underrepresented in, including those from ethnically diverse backgrounds, LGBTQI+ communities, and those living with disabilities. As part of our commitment to equality, diversity and inclusion we offer a range of inclusive policies, flexible working arrangements and a multi-faith space to support staff from different backgrounds. To find out more about our commitment to Equality, Diversity and Inclusivity, please click here
About the Role
Lead and manage the IT Service Desk by working in partnership with the academic departments and other services to ensure an excellent level of service is delivered to our students and staff.
Provide hands-on first line support for a range of technologies, including desktop PCs, mobile devices, and cloud solutions.
Drive continual service improvement, develop service desk reporting, and maintain a comprehensive internal knowledge base to meet SLAs.
To solve user problems in an efficient and timely way and to provide technical expertise to support and develop effective and efficient internal processes.
About You
You will have demonstrable experience of providing support across an environment which includes Windows desktops and servers, Office, Active Directory.
Skilled in MS Windows Desktop Support, with a solid understanding of troubleshooting, system support, and network fundamentals.
You will have previously led or played an active role in developing a service desk.
You will have strong organizational skills to manage team schedules and documentation, ensuring efficient onboarding and service consistency.
Experience of developing SLAs and KPIs associated with a Service Desk and call handling.
We offer a fantastic package of staff benefits including:
Hybrid working arrangements with blended approach of office and home working
25 days annual leave entitlement plus bank holidays rising to 30 days with length of service
Wellbeing support including our Employee Assistance Programme
Generous pension scheme (LGPS)
Employee Discounts Scheme
Onsite fitness facilities
Support for continuous professional development
Flexible working opportunities available
Enhanced maternity, adoption and paternity leave
We are committed to safeguarding and promoting the welfare of children and young people and expect all staff and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment. All successful candidates will be subject to Disclosure and Barring Service checks along with other relevant employment checks.
Click the button below to apply online
The closing date for receipt of applications is 30th November 2024.
Interviews will be held on the W/C 9th December 2024
We reserve the right to close this vacancy before the specified closing date should we receive sufficient applications or in order to respond to business needs. In order to avoid missing an opportunity to apply please submit your application as early as possible.
Candidates must be able to demonstrate their eligibility to work in the UK.
22/11/2024
Full time
Service Desk Team Leader
£27,729 - £30,311 per annum
37.5 hours per week
Permanent
About Us
Hartpury University and Hartpury College are among the UK’s leading specialist education providers in agriculture, animal, equine, sport and veterinary nursing. Located in Gloucestershire, Hartpury University and Hartpury College sit side-by-side on a beautiful 360-hectare campus. We provide world-class facilities to more than 4,500 university and college-level students studying undergraduate and postgraduate degrees, A-levels and diplomas, as well as undertaking industry research. The University is rated top 10 in the UK for Teaching Quality ( The Times and Sunday Times Good University Guide 2023 ) and has 97% graduate employability, whilst the College is rated Ofsted Outstanding in all areas. A passionate and innovative business culture and exceptional support networks make Hartpury an ideal career choice.
Hartpury is committed to promoting a diverse and inclusive community – a place where we can all be ourselves. We particularly welcome applicants that we are underrepresented in, including those from ethnically diverse backgrounds, LGBTQI+ communities, and those living with disabilities. As part of our commitment to equality, diversity and inclusion we offer a range of inclusive policies, flexible working arrangements and a multi-faith space to support staff from different backgrounds. To find out more about our commitment to Equality, Diversity and Inclusivity, please click here
About the Role
Lead and manage the IT Service Desk by working in partnership with the academic departments and other services to ensure an excellent level of service is delivered to our students and staff.
Provide hands-on first line support for a range of technologies, including desktop PCs, mobile devices, and cloud solutions.
Drive continual service improvement, develop service desk reporting, and maintain a comprehensive internal knowledge base to meet SLAs.
To solve user problems in an efficient and timely way and to provide technical expertise to support and develop effective and efficient internal processes.
About You
You will have demonstrable experience of providing support across an environment which includes Windows desktops and servers, Office, Active Directory.
Skilled in MS Windows Desktop Support, with a solid understanding of troubleshooting, system support, and network fundamentals.
You will have previously led or played an active role in developing a service desk.
You will have strong organizational skills to manage team schedules and documentation, ensuring efficient onboarding and service consistency.
Experience of developing SLAs and KPIs associated with a Service Desk and call handling.
We offer a fantastic package of staff benefits including:
Hybrid working arrangements with blended approach of office and home working
25 days annual leave entitlement plus bank holidays rising to 30 days with length of service
Wellbeing support including our Employee Assistance Programme
Generous pension scheme (LGPS)
Employee Discounts Scheme
Onsite fitness facilities
Support for continuous professional development
Flexible working opportunities available
Enhanced maternity, adoption and paternity leave
We are committed to safeguarding and promoting the welfare of children and young people and expect all staff and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment. All successful candidates will be subject to Disclosure and Barring Service checks along with other relevant employment checks.
Click the button below to apply online
The closing date for receipt of applications is 30th November 2024.
Interviews will be held on the W/C 9th December 2024
We reserve the right to close this vacancy before the specified closing date should we receive sufficient applications or in order to respond to business needs. In order to avoid missing an opportunity to apply please submit your application as early as possible.
Candidates must be able to demonstrate their eligibility to work in the UK.
VACANCY: Senior Desktop Support Engineer Job Type: Permanent Location: Bristol (Hybrid) Hours: -37.5 Hours per week. Out of hours work may be required. About us Teleperformance is a worldwide leader in multichannel customer experience management. We are experts in the call centre services industry and connect the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions. Weve been providing superior customer care for leading brands throughout the world since 1978 and every year we interact with more than 35% of the worlds population. We believe in the value of providing the best working environment for the best people, and our reputation as a company that works hard to inspire its employees has been recognized globally. Teleperformance was named a Great Place to Work in various countries, including the UK, and was included in Forbes 50 Most Trustworthy Companies based in Western Europe, as well as in AON Hewitt Globals Global Best Employers Program. We are an equal opportunities employer and we welcome applications from all suitably qualified persons. About the Role As a Senior Desktop Support Engineer you will provide desktop support to company employees, both on-site and at home for any issues reported. These will primarily relate to desktop and laptop hardware issues, software faults including email, telephony systems and associated in-house applications. You will be responsible for maintaining all IT kit based onsite and providing hands-on assistance to other IT teams and users based remotely. You will also be responsible for some people management and will be the escalation point of senior leaders both on site and remotely. General BAU tasks include but are not limited to, ticket management, hardware & software support, fault finding, troubleshooting, deployment, networking, and ensuring compliance with both internal and external security audits and accreditations. Good customer facing skills and ability to prioritise your workload are also key aspects of the role. Candidates must be well-presented and prepared to invest their time to learn new skills in the constantly evolving world of Information Technology. Travel to our other Teleperformance sites within the UK may also be required on occasion. Duties Troubleshooting reported faults with Windows Desktop, laptop, VDI & mobile for end users Software deployment and updates for all devices used in the estate Maintain a high degree of customer service via in person communication, call, e-mail, and instant messaging for all support queries Support and triage of major incident impacting business productivity and ability to maintain client KPIs Gather and submit evidence in relation to quarterly and annual security policies, and external audits Identifying business risks and ensuring adherence to internal and external security requirements Close attention to Service Level Agreements (SLAs) and setting a clear expectation to the customer Requirements Ability to attain CTC and SC clearance as per UK government requirements. Ability to maintain a high degree of customer service for all support queries. Proven track record of close attention to Service Level Agreements (SLAs) and setting a clear expectation to the customer. Proactive approach, ability to prioritise and manage own workload. Ability to solve complex problems & participate in continuous improvement. Excellent oral and written communication skills. Keen attention to detail. Ability to relate to others in a positive manner. Strong team focus. Experience with MS Office Packages People Management Skills and Experience (advantageous) Experience and/or Qualifications in an IT field Experience with Windows 10 & 11 Experience working with VDI solutions Experience with Cisco Networking desirable. Experience with MECM for software deployment, OS build and patch management Experience of managing and implementing Group Policy in an enterprise environment. Experience with Anti Virus software and managing cyber security threats Experience working with O365 products and services Working experience of ITIL and/or ISO270001 processes and procedures. Proactive approach, ability to prioritise and manage own workload Ability to solve complex problems & participate in continuous improvement. JBRP1_UKTJ
07/12/2025
Full time
VACANCY: Senior Desktop Support Engineer Job Type: Permanent Location: Bristol (Hybrid) Hours: -37.5 Hours per week. Out of hours work may be required. About us Teleperformance is a worldwide leader in multichannel customer experience management. We are experts in the call centre services industry and connect the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions. Weve been providing superior customer care for leading brands throughout the world since 1978 and every year we interact with more than 35% of the worlds population. We believe in the value of providing the best working environment for the best people, and our reputation as a company that works hard to inspire its employees has been recognized globally. Teleperformance was named a Great Place to Work in various countries, including the UK, and was included in Forbes 50 Most Trustworthy Companies based in Western Europe, as well as in AON Hewitt Globals Global Best Employers Program. We are an equal opportunities employer and we welcome applications from all suitably qualified persons. About the Role As a Senior Desktop Support Engineer you will provide desktop support to company employees, both on-site and at home for any issues reported. These will primarily relate to desktop and laptop hardware issues, software faults including email, telephony systems and associated in-house applications. You will be responsible for maintaining all IT kit based onsite and providing hands-on assistance to other IT teams and users based remotely. You will also be responsible for some people management and will be the escalation point of senior leaders both on site and remotely. General BAU tasks include but are not limited to, ticket management, hardware & software support, fault finding, troubleshooting, deployment, networking, and ensuring compliance with both internal and external security audits and accreditations. Good customer facing skills and ability to prioritise your workload are also key aspects of the role. Candidates must be well-presented and prepared to invest their time to learn new skills in the constantly evolving world of Information Technology. Travel to our other Teleperformance sites within the UK may also be required on occasion. Duties Troubleshooting reported faults with Windows Desktop, laptop, VDI & mobile for end users Software deployment and updates for all devices used in the estate Maintain a high degree of customer service via in person communication, call, e-mail, and instant messaging for all support queries Support and triage of major incident impacting business productivity and ability to maintain client KPIs Gather and submit evidence in relation to quarterly and annual security policies, and external audits Identifying business risks and ensuring adherence to internal and external security requirements Close attention to Service Level Agreements (SLAs) and setting a clear expectation to the customer Requirements Ability to attain CTC and SC clearance as per UK government requirements. Ability to maintain a high degree of customer service for all support queries. Proven track record of close attention to Service Level Agreements (SLAs) and setting a clear expectation to the customer. Proactive approach, ability to prioritise and manage own workload. Ability to solve complex problems & participate in continuous improvement. Excellent oral and written communication skills. Keen attention to detail. Ability to relate to others in a positive manner. Strong team focus. Experience with MS Office Packages People Management Skills and Experience (advantageous) Experience and/or Qualifications in an IT field Experience with Windows 10 & 11 Experience working with VDI solutions Experience with Cisco Networking desirable. Experience with MECM for software deployment, OS build and patch management Experience of managing and implementing Group Policy in an enterprise environment. Experience with Anti Virus software and managing cyber security threats Experience working with O365 products and services Working experience of ITIL and/or ISO270001 processes and procedures. Proactive approach, ability to prioritise and manage own workload Ability to solve complex problems & participate in continuous improvement. JBRP1_UKTJ
Head of Product Operations and Support A leading global provider of new generation IT solutions to the global Travel, Transportation and Logistics industries is looking for a Head of Product Operations and Support. The role reports to the Chief Customer Officer. The Head of Product Operations and Support is a key leadership role responsible for establishing, managing, and scaling high-performing global support and operations functions. The role entails defining operational strategies, fostering service delivery excellence, driving support automation and ensuring a superior customer experience across all products and services that support mission-critical business operations in the aviation, cruise and hospitality industries worldwide. While the IT Operations team under the CTO manages 24x7 cloud infrastructure operations, this is a complimentary role focused on application-related support. Currently, Product Operations and Support functions operate within individual product lines. This role is part of an effort to consolidate these into a centralized function. The consolidated team will be responsible for all application-layer support activities, including platform-related issues, production incident management, performance monitoring, L2/L3 issue resolution and end-user ticket handling. Key Responsibilities: Support Strategy and Operations Setup - Design the global support operations framework, covering incident management, service request handling, L2/L3 models and escalation handling. - Establish and manage a 24x7 global support structure including regional support teams, tools, processes and SLAs. - Define operating models for product support, including interfaces with Cloud Operations, Product, Engineering, Delivery and Customer Success teams. - Drive operational efficiency in all dimensions - consolidation of activities, usage of tools, new models based on AI. People and Process Leadership - Build and lead a high-performing team of support managers, operations analysts and technical specialists. - Define and institutionalize SOPs, playbooks, onboarding frameworks, shift models and knowledge management systems. - Drive operational excellence using ITIL or equivalent service management frameworks. Customer Experience and Escalation Management - Ensure responsive and technically sound support experience for all customer segments. - Serve as a senior escalation point for critical issues impacting customer business, both internally and externally. - Work closely with Customer Success to track and improve CSAT, NPS and incident resolution metrics. Tools, Automation & Data - Lead evaluation and implementation of support platforms (e.g., ServiceNow, Jira Service Desk). - Implement monitoring, alerting and proactive issue detection systems to reduce reactive support. - Drive automation of repeatable processes to reduce MTTR (mean time to resolution) and increase efficiency. Governance, Reporting & Stakeholder Communication - Develop governance frameworks including service performance reviews, RCA tracking and compliance reporting. - Own operational dashboards, SLA/KPI reporting and executive-level updates. - Work cross-functionally with Cloud Operations, Product, Engineering, and Delivery to ensure timely feedback loops and resolution. Continuous Improvement and Innovation - Identify operational gaps and drive continuous improvement programs. - Introduce the best practices from SaaS/enterprise product support and global operations. - Stay current with industry trends in support automation, self-service and AI-driven support models. Mandatory Requirements: - 15+ years of experience in leading support/operations roles in enterprise SaaS or technology environments. - Familiarity with cloud-based environments (AWS) and observability platforms. - Background in managing support across hybrid or multi-tenant platforms. - Proven experience in building and scaling global support teams and operational processes. - Expertise in support tooling, incident/problem/change management and SLA/KPI frameworks. - Strong customer focus with a deep understanding of service delivery in a mission-critical business context. - Operational efficiency improvement through usage of tools including AI driven models - Exceptional leadership, communication and stakeholder management skills. Desirable Skills: - Exposure to the aviation, logistics or travel technology sectors. - Certifications in ITIL, PMP, or equivalent service and project management methodologies. - Experience in DevOps/SRE environments with close coordination with engineering and QA. Practicalities: - Flexible Location. - Competitive Package. - International travel required.
06/12/2025
Full time
Head of Product Operations and Support A leading global provider of new generation IT solutions to the global Travel, Transportation and Logistics industries is looking for a Head of Product Operations and Support. The role reports to the Chief Customer Officer. The Head of Product Operations and Support is a key leadership role responsible for establishing, managing, and scaling high-performing global support and operations functions. The role entails defining operational strategies, fostering service delivery excellence, driving support automation and ensuring a superior customer experience across all products and services that support mission-critical business operations in the aviation, cruise and hospitality industries worldwide. While the IT Operations team under the CTO manages 24x7 cloud infrastructure operations, this is a complimentary role focused on application-related support. Currently, Product Operations and Support functions operate within individual product lines. This role is part of an effort to consolidate these into a centralized function. The consolidated team will be responsible for all application-layer support activities, including platform-related issues, production incident management, performance monitoring, L2/L3 issue resolution and end-user ticket handling. Key Responsibilities: Support Strategy and Operations Setup - Design the global support operations framework, covering incident management, service request handling, L2/L3 models and escalation handling. - Establish and manage a 24x7 global support structure including regional support teams, tools, processes and SLAs. - Define operating models for product support, including interfaces with Cloud Operations, Product, Engineering, Delivery and Customer Success teams. - Drive operational efficiency in all dimensions - consolidation of activities, usage of tools, new models based on AI. People and Process Leadership - Build and lead a high-performing team of support managers, operations analysts and technical specialists. - Define and institutionalize SOPs, playbooks, onboarding frameworks, shift models and knowledge management systems. - Drive operational excellence using ITIL or equivalent service management frameworks. Customer Experience and Escalation Management - Ensure responsive and technically sound support experience for all customer segments. - Serve as a senior escalation point for critical issues impacting customer business, both internally and externally. - Work closely with Customer Success to track and improve CSAT, NPS and incident resolution metrics. Tools, Automation & Data - Lead evaluation and implementation of support platforms (e.g., ServiceNow, Jira Service Desk). - Implement monitoring, alerting and proactive issue detection systems to reduce reactive support. - Drive automation of repeatable processes to reduce MTTR (mean time to resolution) and increase efficiency. Governance, Reporting & Stakeholder Communication - Develop governance frameworks including service performance reviews, RCA tracking and compliance reporting. - Own operational dashboards, SLA/KPI reporting and executive-level updates. - Work cross-functionally with Cloud Operations, Product, Engineering, and Delivery to ensure timely feedback loops and resolution. Continuous Improvement and Innovation - Identify operational gaps and drive continuous improvement programs. - Introduce the best practices from SaaS/enterprise product support and global operations. - Stay current with industry trends in support automation, self-service and AI-driven support models. Mandatory Requirements: - 15+ years of experience in leading support/operations roles in enterprise SaaS or technology environments. - Familiarity with cloud-based environments (AWS) and observability platforms. - Background in managing support across hybrid or multi-tenant platforms. - Proven experience in building and scaling global support teams and operational processes. - Expertise in support tooling, incident/problem/change management and SLA/KPI frameworks. - Strong customer focus with a deep understanding of service delivery in a mission-critical business context. - Operational efficiency improvement through usage of tools including AI driven models - Exceptional leadership, communication and stakeholder management skills. Desirable Skills: - Exposure to the aviation, logistics or travel technology sectors. - Certifications in ITIL, PMP, or equivalent service and project management methodologies. - Experience in DevOps/SRE environments with close coordination with engineering and QA. Practicalities: - Flexible Location. - Competitive Package. - International travel required.
Software Licensing Officer Department: Digital, Data & Technology Group Salary: Starting from £31,236, rising to £37,694 Contract Type: Full Time, Fixed Term Closing Date: Thursday, 08 January 2026 Interview Date: Thursday, 29 January 2026 Reference: KD13212 About the role DDaT provides support for the University of Bath's software approval and procurement. The Software Licensing Officer helps ensure compliance, value for money, and efficient provision/renewal of software licences for the university. They review software licence requests, ensuring they are effectively triaged, then liaise with colleagues, requesters, and suppliers to ensure coherence and value for money purchasing. They input data into the Software Catalogue and ensure accurate, efficient, and effective processes, promoting a positive customer experience and highlighting areas for improvement. The incumbent must maintain software licensing knowledge materials and ensure effective information management in accordance with agreed procedures, highlighting any shortfalls to the Software Licensing Manager and Director of IT Services as appropriate. They manage the licence renewal calendar to ensure prompt action before licence termination. The role holder provides information and advice to ensure compliance, coherence, co-ordination, and cost-efficient ways of securing software licences and hardware contracts. They deputise for the Manager of Software Licensing when required. The incumbent must establish positive relationships with DDaT teams, especially Cyber, Service Desk, and Procurement, plus university-wide product owners, to deliver an efficient, effective service and value for money for the organisation. About you You will: Be attentive to detail and committed to delivering an exemplary customer experience Approach your work positively and proactively, enjoying and succeeding in the role Have proven success in an IT customer service environment, delivering outputs on time and to quality standards Identify and implement improvements to ensure requests are processed efficiently and effectively Work with minimal supervision, while knowing when to seek advice Have the confidence to say no when required and make informed decisions Enjoy problem-solving and steadily building your IT software knowledge base Further information This role is offered on a fixed-term basis (36.5 hours per week), starting in February 2026, with an expected end date of 12 February 2027. For an informal discussion about the role, please contact Jyoti Patel - Software Licensing Manager, or Adrian Hooper - IT Service Manager (Specialist). However, please ensure that you submit your application through the university's website. We consider ourselves to be a university where difference is celebrated, respected, and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equality and intersectionality, receiving a Silver Athena SWAN Award. We truly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students and encourage applications from all genders, backgrounds, and communities, particularly from underrepresented groups, and value the positive impact that will have on the university. We are committed to maintaining a safe and secure environment for our students, staff, and community by reinforcing our Safer Recruitment commitment. We're very proud to be a signatory of the Armed Forces Covenant, an accredited Disability Confident Leader and an autism friendly university, committed to building disability confidence and supporting disabled staff. What we can offer you We're continually expanding our benefits package to better support you and enhance your experience with us, and the below is just an example of some of the many great benefits we offer: Free counselling services through Health Assured Cycle to work scheme Electric vehicle salary sacrifice scheme Staff discount at Team Bath gym Staff discounts on postgraduate tuition fees Staff discount on language courses Generous employer contributory pension schemes Generous annual leave allowance with an additional 5 discretionary days so that you can enjoy a positive work-life balance A wide range of personal and professional development opportunities, including Apprenticeships, LinkedIn Learning, and more Free entry to the Holburne Museum in Bath Local discounts and more A family-friendly workplace An excellent reward package that recognises the talents of our diverse workforce Relocation allowance Visa reimbursement and an Interest-Free Loan to help with the cost of some immigration expenses Find out more about our benefits and watch the video on our website to hear from our staff about what makes the University of Bath a great place to work, as well as following us on X and LinkedIn. Right to Work in the UK: We do not assess immigration or right to work status until the offer stage. Being invited to interview does not guarantee you are eligible for visa sponsorship, and all offers are conditional on meeting right to work requirements. Further information is available on our application support webpage. Anonymous shortlisting: We are constantly seeking to reduce the unconscious bias that enters any assessment process, with the goal of creating an inclusive and equal assessment process. To support this, personal details such as your name may be removed from application forms at the initial shortlisting stage. JBRP1_UKTJ
05/12/2025
Full time
Software Licensing Officer Department: Digital, Data & Technology Group Salary: Starting from £31,236, rising to £37,694 Contract Type: Full Time, Fixed Term Closing Date: Thursday, 08 January 2026 Interview Date: Thursday, 29 January 2026 Reference: KD13212 About the role DDaT provides support for the University of Bath's software approval and procurement. The Software Licensing Officer helps ensure compliance, value for money, and efficient provision/renewal of software licences for the university. They review software licence requests, ensuring they are effectively triaged, then liaise with colleagues, requesters, and suppliers to ensure coherence and value for money purchasing. They input data into the Software Catalogue and ensure accurate, efficient, and effective processes, promoting a positive customer experience and highlighting areas for improvement. The incumbent must maintain software licensing knowledge materials and ensure effective information management in accordance with agreed procedures, highlighting any shortfalls to the Software Licensing Manager and Director of IT Services as appropriate. They manage the licence renewal calendar to ensure prompt action before licence termination. The role holder provides information and advice to ensure compliance, coherence, co-ordination, and cost-efficient ways of securing software licences and hardware contracts. They deputise for the Manager of Software Licensing when required. The incumbent must establish positive relationships with DDaT teams, especially Cyber, Service Desk, and Procurement, plus university-wide product owners, to deliver an efficient, effective service and value for money for the organisation. About you You will: Be attentive to detail and committed to delivering an exemplary customer experience Approach your work positively and proactively, enjoying and succeeding in the role Have proven success in an IT customer service environment, delivering outputs on time and to quality standards Identify and implement improvements to ensure requests are processed efficiently and effectively Work with minimal supervision, while knowing when to seek advice Have the confidence to say no when required and make informed decisions Enjoy problem-solving and steadily building your IT software knowledge base Further information This role is offered on a fixed-term basis (36.5 hours per week), starting in February 2026, with an expected end date of 12 February 2027. For an informal discussion about the role, please contact Jyoti Patel - Software Licensing Manager, or Adrian Hooper - IT Service Manager (Specialist). However, please ensure that you submit your application through the university's website. We consider ourselves to be a university where difference is celebrated, respected, and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equality and intersectionality, receiving a Silver Athena SWAN Award. We truly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students and encourage applications from all genders, backgrounds, and communities, particularly from underrepresented groups, and value the positive impact that will have on the university. We are committed to maintaining a safe and secure environment for our students, staff, and community by reinforcing our Safer Recruitment commitment. We're very proud to be a signatory of the Armed Forces Covenant, an accredited Disability Confident Leader and an autism friendly university, committed to building disability confidence and supporting disabled staff. What we can offer you We're continually expanding our benefits package to better support you and enhance your experience with us, and the below is just an example of some of the many great benefits we offer: Free counselling services through Health Assured Cycle to work scheme Electric vehicle salary sacrifice scheme Staff discount at Team Bath gym Staff discounts on postgraduate tuition fees Staff discount on language courses Generous employer contributory pension schemes Generous annual leave allowance with an additional 5 discretionary days so that you can enjoy a positive work-life balance A wide range of personal and professional development opportunities, including Apprenticeships, LinkedIn Learning, and more Free entry to the Holburne Museum in Bath Local discounts and more A family-friendly workplace An excellent reward package that recognises the talents of our diverse workforce Relocation allowance Visa reimbursement and an Interest-Free Loan to help with the cost of some immigration expenses Find out more about our benefits and watch the video on our website to hear from our staff about what makes the University of Bath a great place to work, as well as following us on X and LinkedIn. Right to Work in the UK: We do not assess immigration or right to work status until the offer stage. Being invited to interview does not guarantee you are eligible for visa sponsorship, and all offers are conditional on meeting right to work requirements. Further information is available on our application support webpage. Anonymous shortlisting: We are constantly seeking to reduce the unconscious bias that enters any assessment process, with the goal of creating an inclusive and equal assessment process. To support this, personal details such as your name may be removed from application forms at the initial shortlisting stage. JBRP1_UKTJ
We are a recruiting for a Managed Service Provider located in London. Who provide first class IT services and support to a diverse range of clients. Who pride themselves on commitment to excellence, innovation, and customer satisfaction. Suitable IT Team Lead / Helpdesk / Desktop Support Manager will be responsible for managing a small team of IT professionals, overseeing, helpdesk / desktop support operations, and ensuring the delivery of high-quality IT services to clients. Key Responsibilities: Lead and manage a team of IT support specialists, providing guidance, training, and performance evaluations. Oversee the day-to-day operations of desktop support, ensuring timely and effective resolution of technical issues. Develop and implement IT support policies and procedures to enhance service delivery and efficiency. Coordinate with clients to understand their IT needs and provide tailored solutions. Monitor and report on key performance indicators (KPIs) to ensure service level agreements (SLAs) are met. Stay up to date with the latest industry trends and technologies to drive continuous improvement. Manage and prioritise support tickets, ensuring prompt and effective resolution. Collaborate with other IT teams and departments to ensure seamless integration and support. Qualifications : Proven experience in a similar IT Team Lead or Helpdesk / Desktop Support Manager role. Strong technical knowledge of desktop support, hardware, and software troubleshooting. Excellent leadership and team management skills. Strong communication and interpersonal skills, with the ability to effectively interact with clients and team members. Experience with IT service management tools and platforms. Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified) are a plus. Ability to work in a fast-paced environment and manage multiple priorities. If you are a motivated IT professional with a passion for leading teams and delivering exceptional IT support, please get in touch.
05/12/2025
Full time
We are a recruiting for a Managed Service Provider located in London. Who provide first class IT services and support to a diverse range of clients. Who pride themselves on commitment to excellence, innovation, and customer satisfaction. Suitable IT Team Lead / Helpdesk / Desktop Support Manager will be responsible for managing a small team of IT professionals, overseeing, helpdesk / desktop support operations, and ensuring the delivery of high-quality IT services to clients. Key Responsibilities: Lead and manage a team of IT support specialists, providing guidance, training, and performance evaluations. Oversee the day-to-day operations of desktop support, ensuring timely and effective resolution of technical issues. Develop and implement IT support policies and procedures to enhance service delivery and efficiency. Coordinate with clients to understand their IT needs and provide tailored solutions. Monitor and report on key performance indicators (KPIs) to ensure service level agreements (SLAs) are met. Stay up to date with the latest industry trends and technologies to drive continuous improvement. Manage and prioritise support tickets, ensuring prompt and effective resolution. Collaborate with other IT teams and departments to ensure seamless integration and support. Qualifications : Proven experience in a similar IT Team Lead or Helpdesk / Desktop Support Manager role. Strong technical knowledge of desktop support, hardware, and software troubleshooting. Excellent leadership and team management skills. Strong communication and interpersonal skills, with the ability to effectively interact with clients and team members. Experience with IT service management tools and platforms. Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified) are a plus. Ability to work in a fast-paced environment and manage multiple priorities. If you are a motivated IT professional with a passion for leading teams and delivering exceptional IT support, please get in touch.
About Us: We're not your typical MSP. As a second-generation Managed Service Provider (MSP) born from the expertise of industry veterans, we're crafting a new narrative in the UK tech scene. Our team, akin to the Navy SEALs of the tech world, consists of elite operators who've excelled in larger MSP environments but yearned for something more. At Synextra, we've spent 10+ transformative years building a company that's small by design but colossal in impact, guided by a technical leader whose vision is always client-first. We are currently looking for a skilled and enthusiastic Senior Cloud Infrastructure Engineer to join our dynamic technical team. You can expect to work with the latest technology and leading brands in a team where everyone has a passion for technology. This will be a hands-on, fast-paced role where there will be endless opportunities to develop new skills and get involved in projects across the business. About you: A highly ambitious, energetic and hands-on Azure cloud-native engineer, who works as well in a team as you can alone. Thrives in a fast-paced, loosely structured start-up environment where extra effort and a high quality of work won't go unrecognised. Eager to work fast, iterate quickly and with a drive for excellence in everything they do. Excited to be able to constantly work with and learn new technologies. About the role: At least 90% of BAU will operate across the full Azure suite (see essential skills for key areas of interest). The remaining BAU will cover a multitude of enterprise-level MSP and ISP technologies (Such as Windows Server, Active Directory, M365 etc.) No two days will be the same; different technologies, challenges and opportunities will always be present. Occasional project-based work. Help lead the 5 support provided by the Cloud Infrastructure team as one of a few key senior team members. Mentor the junior team members to continue their technical development and provide feedback to help shape their growth and progression. Out of hours work is involved (on-call, overtime). Working from our modern office workplace on-site in Warrington, 8.5h/day, Mon-Fri What you gain: A rare chance to help an Expertise-driven MSP continue to grow and provide excellence under the technical vision of the founding team. Exposure to an extreme amount of core and cutting-edge cloud native technologies across dozens of SMEs. Mentorship for your own development from the Lead Engineers with the Cloud Infrastructure, Cloud Platform and Cloud Consultancy teams. Collaboration with an ambitious team of industry experts who are always trying to push the company, and each other to deliver the best solutions possible. Essential skills required: Expert with Azure IaaS services including but not limited to; Virtual Machines, Azure Networking (VNETs, VWAN, Azure Firewall), relevant backup and DR services (Azure Backup, Azure Site Recovery, Veeam). Experienced with Azure PaaS services such as App Services, Azure Front Door, Azure Data Factory, Azure SQL and more. Exposure to IAC (Terraform, Bicep) would be advantageous. Exposure to Azure's development and data services; Azure DevOps, Azure APIM, Azure Fabric, Azure Databricks, etc. Expert understanding of Active Directory & Windows Server. Strong understanding of core cybersecurity principles including least privilege access, zero-trust networking and defence in depth. Solid understanding of virtual desktop infrastructure and direct experience working with Azure Virtual Desktop and FSLogix. Experience in a customer-facing technical role dealing with both technical and non-technical stakeholders. Perks & Benefits: Great office location, free parking, plenty of on-campus amenities. Stylish breakout spaces, pool table, games console, premium coffee, fruit, snacks and soft drinks. Comprehensive benefits including private healthcare, dental cover, and more. A Garmin smartwatch to prioritise health and fitness. Perkbox employee benefits platform A culture that celebrates success, encourages innovation, and supports your professional and personal growth Are you the game changer we are looking for? If this sounds like the challenge you've been waiting for, we're excited to hear from you. Reach out to us, and schedule your chat with our team.
05/12/2025
Full time
About Us: We're not your typical MSP. As a second-generation Managed Service Provider (MSP) born from the expertise of industry veterans, we're crafting a new narrative in the UK tech scene. Our team, akin to the Navy SEALs of the tech world, consists of elite operators who've excelled in larger MSP environments but yearned for something more. At Synextra, we've spent 10+ transformative years building a company that's small by design but colossal in impact, guided by a technical leader whose vision is always client-first. We are currently looking for a skilled and enthusiastic Senior Cloud Infrastructure Engineer to join our dynamic technical team. You can expect to work with the latest technology and leading brands in a team where everyone has a passion for technology. This will be a hands-on, fast-paced role where there will be endless opportunities to develop new skills and get involved in projects across the business. About you: A highly ambitious, energetic and hands-on Azure cloud-native engineer, who works as well in a team as you can alone. Thrives in a fast-paced, loosely structured start-up environment where extra effort and a high quality of work won't go unrecognised. Eager to work fast, iterate quickly and with a drive for excellence in everything they do. Excited to be able to constantly work with and learn new technologies. About the role: At least 90% of BAU will operate across the full Azure suite (see essential skills for key areas of interest). The remaining BAU will cover a multitude of enterprise-level MSP and ISP technologies (Such as Windows Server, Active Directory, M365 etc.) No two days will be the same; different technologies, challenges and opportunities will always be present. Occasional project-based work. Help lead the 5 support provided by the Cloud Infrastructure team as one of a few key senior team members. Mentor the junior team members to continue their technical development and provide feedback to help shape their growth and progression. Out of hours work is involved (on-call, overtime). Working from our modern office workplace on-site in Warrington, 8.5h/day, Mon-Fri What you gain: A rare chance to help an Expertise-driven MSP continue to grow and provide excellence under the technical vision of the founding team. Exposure to an extreme amount of core and cutting-edge cloud native technologies across dozens of SMEs. Mentorship for your own development from the Lead Engineers with the Cloud Infrastructure, Cloud Platform and Cloud Consultancy teams. Collaboration with an ambitious team of industry experts who are always trying to push the company, and each other to deliver the best solutions possible. Essential skills required: Expert with Azure IaaS services including but not limited to; Virtual Machines, Azure Networking (VNETs, VWAN, Azure Firewall), relevant backup and DR services (Azure Backup, Azure Site Recovery, Veeam). Experienced with Azure PaaS services such as App Services, Azure Front Door, Azure Data Factory, Azure SQL and more. Exposure to IAC (Terraform, Bicep) would be advantageous. Exposure to Azure's development and data services; Azure DevOps, Azure APIM, Azure Fabric, Azure Databricks, etc. Expert understanding of Active Directory & Windows Server. Strong understanding of core cybersecurity principles including least privilege access, zero-trust networking and defence in depth. Solid understanding of virtual desktop infrastructure and direct experience working with Azure Virtual Desktop and FSLogix. Experience in a customer-facing technical role dealing with both technical and non-technical stakeholders. Perks & Benefits: Great office location, free parking, plenty of on-campus amenities. Stylish breakout spaces, pool table, games console, premium coffee, fruit, snacks and soft drinks. Comprehensive benefits including private healthcare, dental cover, and more. A Garmin smartwatch to prioritise health and fitness. Perkbox employee benefits platform A culture that celebrates success, encourages innovation, and supports your professional and personal growth Are you the game changer we are looking for? If this sounds like the challenge you've been waiting for, we're excited to hear from you. Reach out to us, and schedule your chat with our team.
We're a well-established technology partner with a proven record of delivering exceptional IT solutions and services to businesses across the UK. Over the past 15 years, we've built a reputation for innovation, reliability, and long-term client relationships - and we're continuing to grow rapidly. Our team of around 150 specialists spans infrastructure, cloud, data, and security, all united by a shared passion for helping customers achieve more through technology. With a comprehensive suite of managed and professional services, we enable organisations to modernise, secure, and scale their IT operations. If you're looking for a progressive environment where leadership, collaboration, and technical excellence are valued, this is the place for you. We are looking for a new Service Desk Manager to lead our busy team that provide IT support to a host of leisure venues and outlets. This role is a career-defining opportunity for a dynamic leader who thrives in fast-paced environments and excels at inspiring high-performing teams to deliver exceptional results. Key Responsibilities Lead and inspire the Service Desk Team to deliver outstanding support experiences, fostering a culture of leisure-focused service excellence and continuous enhancement Oversee smooth onboarding of new leisure clients onto the Service Desk platform, ensuring zero disruption to their operations Provide direct line management to technical staff and team leads, conducting regular one-to-ones, performance reviews, capability development and career progression planning Monitor, analyse and enhance critical Service Desk metrics including ticket patterns, first-contact resolution rates, SLA compliance, response times, queue times, resolution speeds and guest satisfaction scores Ensure daily KPI targets are consistently achieved by Team Leaders and technical personnel, covering time tracking, ticket handling volumes and customer satisfaction ratings Take direct ownership of Priority 1 incidents, coordinating swift resolution whilst maintaining constant customer communication and meeting both SLA commitments and client expectations Collaborate with Project teams to ensure seamless handover of implementations to ongoing support operations Establish comprehensive communication channels, training programmes and support documentation Lead recruitment efforts to build and maintain an effective service desk team Represent the service desk at important customer review meetings Provide proactive reporting to senior leadership on service desk performance, achievements and areas requiring focus Execute continuous improvement initiatives as directed by senior management Cultivate strong, trust-based partnerships with hospitality clients who operate in demanding, 24/7 environments Drive innovation within the Service Department to enhance processes and elevate the customer experience, understanding the unique pressures of leisure environments Streamline ticket handling to minimise back-and-forth interactions between customers and technicians Promote knowledge base adoption and contribution across all support teams Improve SLA performance by reducing average resolution times and enhancing both fix and response metrics Essential Skills and Experience Proven Service Desk Manager background with demonstrable success in elevating support quality Strong grasp of ITIL frameworks with practical application skills that enhance service delivery and team effectiveness Comprehensive knowledge of IT solutions and services, with ability to explain technical concepts clearly to non-technical professionals Hands-on 2nd line IT support experience Ideally, experience supporting leisure sector clients and understanding the industry's unique operational demands, 24/7 requirements, and time-sensitive nature
05/12/2025
Full time
We're a well-established technology partner with a proven record of delivering exceptional IT solutions and services to businesses across the UK. Over the past 15 years, we've built a reputation for innovation, reliability, and long-term client relationships - and we're continuing to grow rapidly. Our team of around 150 specialists spans infrastructure, cloud, data, and security, all united by a shared passion for helping customers achieve more through technology. With a comprehensive suite of managed and professional services, we enable organisations to modernise, secure, and scale their IT operations. If you're looking for a progressive environment where leadership, collaboration, and technical excellence are valued, this is the place for you. We are looking for a new Service Desk Manager to lead our busy team that provide IT support to a host of leisure venues and outlets. This role is a career-defining opportunity for a dynamic leader who thrives in fast-paced environments and excels at inspiring high-performing teams to deliver exceptional results. Key Responsibilities Lead and inspire the Service Desk Team to deliver outstanding support experiences, fostering a culture of leisure-focused service excellence and continuous enhancement Oversee smooth onboarding of new leisure clients onto the Service Desk platform, ensuring zero disruption to their operations Provide direct line management to technical staff and team leads, conducting regular one-to-ones, performance reviews, capability development and career progression planning Monitor, analyse and enhance critical Service Desk metrics including ticket patterns, first-contact resolution rates, SLA compliance, response times, queue times, resolution speeds and guest satisfaction scores Ensure daily KPI targets are consistently achieved by Team Leaders and technical personnel, covering time tracking, ticket handling volumes and customer satisfaction ratings Take direct ownership of Priority 1 incidents, coordinating swift resolution whilst maintaining constant customer communication and meeting both SLA commitments and client expectations Collaborate with Project teams to ensure seamless handover of implementations to ongoing support operations Establish comprehensive communication channels, training programmes and support documentation Lead recruitment efforts to build and maintain an effective service desk team Represent the service desk at important customer review meetings Provide proactive reporting to senior leadership on service desk performance, achievements and areas requiring focus Execute continuous improvement initiatives as directed by senior management Cultivate strong, trust-based partnerships with hospitality clients who operate in demanding, 24/7 environments Drive innovation within the Service Department to enhance processes and elevate the customer experience, understanding the unique pressures of leisure environments Streamline ticket handling to minimise back-and-forth interactions between customers and technicians Promote knowledge base adoption and contribution across all support teams Improve SLA performance by reducing average resolution times and enhancing both fix and response metrics Essential Skills and Experience Proven Service Desk Manager background with demonstrable success in elevating support quality Strong grasp of ITIL frameworks with practical application skills that enhance service delivery and team effectiveness Comprehensive knowledge of IT solutions and services, with ability to explain technical concepts clearly to non-technical professionals Hands-on 2nd line IT support experience Ideally, experience supporting leisure sector clients and understanding the industry's unique operational demands, 24/7 requirements, and time-sensitive nature
CEF - City Electrical Factors - IT
Durham, County Durham
Join one of the UK's largest electrical wholesalers as we reimagine our technology for the digital age. We're modernising our legacy systems and building new platforms powered by AWS and AI - and we need creative minds to help us shape the future! What You'll Do: We have a fantastic opportunity for a forward thinking, customer focused, technically minded IT Service Desk Team Lead to join our Service Operation team based in Durham. You'd be joining us at an exciting time where we are actively maturing our processes, introducing new technology and adopting a much more end user focused experience. The IT Service Desk are the face of IT with responsibility for raising, triaging and managing Incident, Service Request and Procurement tickets, as well as providing 1st Line support on a wide range of systems, applications and devices across UK, Ireland, Spain and Netherlands. As an IT Service Desk Team Lead, you will manage a team of Service Desk analysts, oversee daily operations, and ensure customer satisfaction meets the standards required. This role involves handling escalations, providing technical guidance, and improving processes through data analysis and training. The ideal candidate will have a keen eye for identifying areas for automation and use of AI to reduce burden on Service Desk, whilst delivering value back to the end-user community. What You'll Bring: Excellent Team Management and Leadership Qualities with experience managing, coaching and supporting IT service desk staff Oversee daily Service Desk performance, ensuring timely resolution of incidents, balanced workloads, and adherence to technical and quality standards. Oversee daily Service Desk performance, ensuring timely resolution of incidents, balanced workloads, and adherence to technical and quality standards. Develop team skills and implement targeted training to strengthen technical expertise and cross-team collaboration. Uphold policy and security compliance, act as technical escalation point, and collaborate with the Incident Manager during major incidents and CAB activities. Our Hiring Process: Intro call with our Talent Team - 30 mins 1st stage interview with Hiring Managers (Microsoft Teams) - 60 mins 2nd stage interview with Senior Leadership & Hiring Managers (Onsite - Durham) - 60 mins The role will be based in our award-winning IT and Marketing office, based on the outskirts of Durham found here. Hybrid working patterns are in place, with the nature of the role there will be an expectation of being in the office 3 days per week . Business travel may be required from time to time as part of this role. About Us: Founded in 1951 in Kenilworth, UK, City Electrical Factors (CEF) has grown into a world-leading electrical wholesale and manufacturing business with over 400 branches across the UK and a strong presence in the USA, Canada, Spain and Australia. Our IT and digital teams are driving the next chapter of our journey Re-engineering legacy systems, adopting modern cloud technologies and exploring AI to deliver faster, smarter and more connected customer experiences. Our teams are distributed across the UK, USA, Canada, Spain and Australia. Our culture is collaborative, forward-thinking and people-focused - where your ideas and contributions genuinely matter. Our Mission: City is a world leading electrical wholesale and manufacturing business providing electrical products to the industry. We in IT are delivering value to our business and our customers with the implementation of packaged software and bespoke engineering for the digital age using AWS serverless technology. We need talented and creative people across all areas to join us in rearchitecting our forward thinking business over the next few years and beyond as we evolve. Ready to Apply? If you're excited by technology, value collaboration and want to make a genuine impact, we'd love to hear from you. Click Apply to get started!
05/12/2025
Full time
Join one of the UK's largest electrical wholesalers as we reimagine our technology for the digital age. We're modernising our legacy systems and building new platforms powered by AWS and AI - and we need creative minds to help us shape the future! What You'll Do: We have a fantastic opportunity for a forward thinking, customer focused, technically minded IT Service Desk Team Lead to join our Service Operation team based in Durham. You'd be joining us at an exciting time where we are actively maturing our processes, introducing new technology and adopting a much more end user focused experience. The IT Service Desk are the face of IT with responsibility for raising, triaging and managing Incident, Service Request and Procurement tickets, as well as providing 1st Line support on a wide range of systems, applications and devices across UK, Ireland, Spain and Netherlands. As an IT Service Desk Team Lead, you will manage a team of Service Desk analysts, oversee daily operations, and ensure customer satisfaction meets the standards required. This role involves handling escalations, providing technical guidance, and improving processes through data analysis and training. The ideal candidate will have a keen eye for identifying areas for automation and use of AI to reduce burden on Service Desk, whilst delivering value back to the end-user community. What You'll Bring: Excellent Team Management and Leadership Qualities with experience managing, coaching and supporting IT service desk staff Oversee daily Service Desk performance, ensuring timely resolution of incidents, balanced workloads, and adherence to technical and quality standards. Oversee daily Service Desk performance, ensuring timely resolution of incidents, balanced workloads, and adherence to technical and quality standards. Develop team skills and implement targeted training to strengthen technical expertise and cross-team collaboration. Uphold policy and security compliance, act as technical escalation point, and collaborate with the Incident Manager during major incidents and CAB activities. Our Hiring Process: Intro call with our Talent Team - 30 mins 1st stage interview with Hiring Managers (Microsoft Teams) - 60 mins 2nd stage interview with Senior Leadership & Hiring Managers (Onsite - Durham) - 60 mins The role will be based in our award-winning IT and Marketing office, based on the outskirts of Durham found here. Hybrid working patterns are in place, with the nature of the role there will be an expectation of being in the office 3 days per week . Business travel may be required from time to time as part of this role. About Us: Founded in 1951 in Kenilworth, UK, City Electrical Factors (CEF) has grown into a world-leading electrical wholesale and manufacturing business with over 400 branches across the UK and a strong presence in the USA, Canada, Spain and Australia. Our IT and digital teams are driving the next chapter of our journey Re-engineering legacy systems, adopting modern cloud technologies and exploring AI to deliver faster, smarter and more connected customer experiences. Our teams are distributed across the UK, USA, Canada, Spain and Australia. Our culture is collaborative, forward-thinking and people-focused - where your ideas and contributions genuinely matter. Our Mission: City is a world leading electrical wholesale and manufacturing business providing electrical products to the industry. We in IT are delivering value to our business and our customers with the implementation of packaged software and bespoke engineering for the digital age using AWS serverless technology. We need talented and creative people across all areas to join us in rearchitecting our forward thinking business over the next few years and beyond as we evolve. Ready to Apply? If you're excited by technology, value collaboration and want to make a genuine impact, we'd love to hear from you. Click Apply to get started!
Barchester Healthcare have an opportunity for an IT Service Lead to join our expanding team. We are looking for an experienced, practical, and proactive candidate who will support the integrity of IT services across a portfolio of c. 250 care homes across the UK, as well as services to our support teams. In this vital role, you will ensure that IT teams have the tools to predict and prevent potential issues, and ensure full service is resumed where issues arise. Requirements: Proven experience implement scalable, high-availability network solutions (LAN, SD-WAN, Cloud) Ability to lead network delivery projects; coordinate with vendors and internal teams Proven experience with network monitoring tools (Wireshark, netcat, Netspot, Qualys, etc.) STEM degree preferred Strong proficiency in routing and switching technologies (Layer 2 and Layer 3 switching, VLAN segmentation, NAT, link aggregation) and protocols as well as wireless Experience in Fortinet security appliances and solutions highly desirable Understanding and practical experience of, cloud networking solutions and technologies (Azure) considered an asset Service management background (Incident, Problem and Change Management) Team leadership experience Clean and current UK driving license About the role: Set up monitoring solutions across the IT server and network estate Support the Information Security Manager in the implementation of security policies across IT infrastructure Support the service desk regarding any service performance issues Provide network support and resolving connectivity issues Configure hardware and software to optimize network communication Set up LAN and WAN networks, as well as Voice Over IP and VTC devices IP address management and reporting Document processes and monitor network performance metrics Keep up with advancements in network technologies and solutions As the only healthcare provider to be accredited as one of the best companies to work for in the UK, Barchester are dedicated to ensuring that our team are respected and their contribution valued. If you are looking to develop a career with an employer that is supportive and offers progression opportunities, Barchester is an empowering and rewarding place to be. 7766
05/12/2025
Full time
Barchester Healthcare have an opportunity for an IT Service Lead to join our expanding team. We are looking for an experienced, practical, and proactive candidate who will support the integrity of IT services across a portfolio of c. 250 care homes across the UK, as well as services to our support teams. In this vital role, you will ensure that IT teams have the tools to predict and prevent potential issues, and ensure full service is resumed where issues arise. Requirements: Proven experience implement scalable, high-availability network solutions (LAN, SD-WAN, Cloud) Ability to lead network delivery projects; coordinate with vendors and internal teams Proven experience with network monitoring tools (Wireshark, netcat, Netspot, Qualys, etc.) STEM degree preferred Strong proficiency in routing and switching technologies (Layer 2 and Layer 3 switching, VLAN segmentation, NAT, link aggregation) and protocols as well as wireless Experience in Fortinet security appliances and solutions highly desirable Understanding and practical experience of, cloud networking solutions and technologies (Azure) considered an asset Service management background (Incident, Problem and Change Management) Team leadership experience Clean and current UK driving license About the role: Set up monitoring solutions across the IT server and network estate Support the Information Security Manager in the implementation of security policies across IT infrastructure Support the service desk regarding any service performance issues Provide network support and resolving connectivity issues Configure hardware and software to optimize network communication Set up LAN and WAN networks, as well as Voice Over IP and VTC devices IP address management and reporting Document processes and monitor network performance metrics Keep up with advancements in network technologies and solutions As the only healthcare provider to be accredited as one of the best companies to work for in the UK, Barchester are dedicated to ensuring that our team are respected and their contribution valued. If you are looking to develop a career with an employer that is supportive and offers progression opportunities, Barchester is an empowering and rewarding place to be. 7766
Regional Service Delivery Manager - Multi-Site IT LeadershipWoking / Addlestone / Basingstoke Corridor£47,142 + 18.9% employer pension + 34 days holiday + ongoing CPD + staff benefits platform + supportive culture + work-life balanceAre you an experienced IT Manager or Service Delivery Lead who's ready to take ownership of multiple sites rather than just one?Would you like to join a forward-thinking trust that embraces digital innovation, invests heavily in technology, and gives you the autonomy to shape how IT services are delivered across a cluster of schools?This education trust is a dynamic, progressive organisation known for low staff turnover, a supportive culture and a real commitment to improving digital outcomes. They are not afraid to innovate from 1:1 device projects to modernising infrastructure and they are looking for an IT leader who wants to help drive that forward.In this role, you'll lead the IT service delivery across a cluster of schools, working closely with headteachers, on-site technicians and the central IT leadership team. You'll line-manage technical staff, oversee service desk performance, act as the escalation point for complex issues, and ensure each school has a clear development plan aligned with the wider trust strategy. Although the role is primarily leadership-focused, you'll step in hands-on when needed to support continuity across your schools.The ideal candidate would be an experienced IT Manager or Service Delivery Lead who has managed technical teams, understands multi-site IT operations, and is ready to take the next step into a role with wider strategic responsibility and real impact. This is an excellent opportunity to join a progressive trust, take ownership of a cluster of sites, shape IT service delivery and be part of a team where your input genuinely matters. If you're looking for the next step in your leadership journey with autonomy, impact and ongoing development this is a role where you'll thrive.The role Lead IT service delivery across a cluster of schools, acting as the key contact for headteachers and school leaders Line-manage on-site technical staff, supporting their development and conducting performance reviews Own helpdesk performance across your schools, ensuring SLAs and response targets are met Define school-specific IT development plans that align with the trust's strategic direction Step in where needed to support with escalations or cover for on-site staff Ensure compliance with safeguarding, cyber security, GDPR and trust IT policies Support installations, configuration, commissioning and ongoing maintenance of systems and software Build strong working relationships across the trust and ensure consistent communication and service delivery standards Work collaboratively with the wider IT team and external partners to resolve escalationsThe person Experienced IT Manager, Network Manager or Service Delivery Lead Strong background in managing technical staff and leading service delivery Minimum 3 years in an IT management or multi-site role Comfortable handling escalations and guiding technical troubleshooting Understanding of networking, servers, end-user devices and general IT operations ITIL, PRINCE2 or service management knowledge beneficial Confident, professional and able to work autonomously across multiple schools Positive, proactive and improvement-focused, with excellent communication skills
05/12/2025
Full time
Regional Service Delivery Manager - Multi-Site IT LeadershipWoking / Addlestone / Basingstoke Corridor£47,142 + 18.9% employer pension + 34 days holiday + ongoing CPD + staff benefits platform + supportive culture + work-life balanceAre you an experienced IT Manager or Service Delivery Lead who's ready to take ownership of multiple sites rather than just one?Would you like to join a forward-thinking trust that embraces digital innovation, invests heavily in technology, and gives you the autonomy to shape how IT services are delivered across a cluster of schools?This education trust is a dynamic, progressive organisation known for low staff turnover, a supportive culture and a real commitment to improving digital outcomes. They are not afraid to innovate from 1:1 device projects to modernising infrastructure and they are looking for an IT leader who wants to help drive that forward.In this role, you'll lead the IT service delivery across a cluster of schools, working closely with headteachers, on-site technicians and the central IT leadership team. You'll line-manage technical staff, oversee service desk performance, act as the escalation point for complex issues, and ensure each school has a clear development plan aligned with the wider trust strategy. Although the role is primarily leadership-focused, you'll step in hands-on when needed to support continuity across your schools.The ideal candidate would be an experienced IT Manager or Service Delivery Lead who has managed technical teams, understands multi-site IT operations, and is ready to take the next step into a role with wider strategic responsibility and real impact. This is an excellent opportunity to join a progressive trust, take ownership of a cluster of sites, shape IT service delivery and be part of a team where your input genuinely matters. If you're looking for the next step in your leadership journey with autonomy, impact and ongoing development this is a role where you'll thrive.The role Lead IT service delivery across a cluster of schools, acting as the key contact for headteachers and school leaders Line-manage on-site technical staff, supporting their development and conducting performance reviews Own helpdesk performance across your schools, ensuring SLAs and response targets are met Define school-specific IT development plans that align with the trust's strategic direction Step in where needed to support with escalations or cover for on-site staff Ensure compliance with safeguarding, cyber security, GDPR and trust IT policies Support installations, configuration, commissioning and ongoing maintenance of systems and software Build strong working relationships across the trust and ensure consistent communication and service delivery standards Work collaboratively with the wider IT team and external partners to resolve escalationsThe person Experienced IT Manager, Network Manager or Service Delivery Lead Strong background in managing technical staff and leading service delivery Minimum 3 years in an IT management or multi-site role Comfortable handling escalations and guiding technical troubleshooting Understanding of networking, servers, end-user devices and general IT operations ITIL, PRINCE2 or service management knowledge beneficial Confident, professional and able to work autonomously across multiple schools Positive, proactive and improvement-focused, with excellent communication skills
My prestigious client are looking for a Power BI enthusiast to come in play a key role in shaping their ambitious Data strategy.They are incredibly well-known with their sector with a flawless reputation and an enviable portfolio of clients. If you're looking to join a company that's investing heavily in its technology transformation and strategic growth agenda Look no further!As a business, they are in a great position as income and growth of the business is continually rising year on year. Growth has both been organic through good placing & hard work in their market, and some acquisitions too. They have an enviable portfolio of clients, including some huge corporate and public sector clients and are recognised as a leader in their market on both a local and national scale.There is currently a huge focus on their technology strategy and with an ambitious road-map in place for 2026, they're now looking for their first, dedicated Power BI Developer to take the reins on the design and on-going development of a range of best-in-class BI solutions.You will be at the top of your game with a proven track record in using enterprise-level Power BI in a professional services environment. There is also scope for you to get involved in high-level design and complex architecture to help truly shape their strategy. Essentially, you will take the lead in designing their BI solutions moving forward - think plenty of data modelling, DAX and striving to deliver high-quality reporting solutions across various departments. You'll be to "go-to person" for all things BI and reporting - upskilling the existing team and inspiring better ways of working! Naturally you'll have solid knowledge across Power BI Desktop & Power BI Service, Power Query and DAX. This is key, as you'll join as the sole Power BI expert in the team and your remit will be to help up-skill the wider team too. Any Microsoft Fabric exposure for scalable datasets would be hugely desirable as they have a vision to implement Fabric into the business very soon. Essentially, you will take the lead in designing their BI solutions moving forward - think plenty of data modelling, DAX and striving to deliver high-quality reporting solutions across various departments.What I really like about this role, is that it is a newly-created and autonomous position and very much a "blank canvass.". a role you can make your own and one where you can inspire others whilst shaping the companies long-term Data strategy.This is your chance to join and work for an awesome Manager who has a great vision for the companies Data journey and you'll play a key role alongside him, in shaping the way inwhich the company ultitise Data. It's the type of environment where your voice will be both heard and valued too - they have a great reputation for treating their staff incredibly well. Its essentially, a lovely place to work - a close-knit and collabertive team where you'll be truly supported from day one. We are flexible on ways of working but you must be open to visit their Nottingham-based HQ 1-2 times a month (or whenever needed!) and you can work the rest from home. Salary up to £65k depending on experience plus an awesome benefits package including bonus scheme, great pension and much more! I'm looking to shortlist this role ASAP so if you're interested, please apply today or contact me directly on or laura. for immediate consideration. Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law. Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers. By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.
05/12/2025
Full time
My prestigious client are looking for a Power BI enthusiast to come in play a key role in shaping their ambitious Data strategy.They are incredibly well-known with their sector with a flawless reputation and an enviable portfolio of clients. If you're looking to join a company that's investing heavily in its technology transformation and strategic growth agenda Look no further!As a business, they are in a great position as income and growth of the business is continually rising year on year. Growth has both been organic through good placing & hard work in their market, and some acquisitions too. They have an enviable portfolio of clients, including some huge corporate and public sector clients and are recognised as a leader in their market on both a local and national scale.There is currently a huge focus on their technology strategy and with an ambitious road-map in place for 2026, they're now looking for their first, dedicated Power BI Developer to take the reins on the design and on-going development of a range of best-in-class BI solutions.You will be at the top of your game with a proven track record in using enterprise-level Power BI in a professional services environment. There is also scope for you to get involved in high-level design and complex architecture to help truly shape their strategy. Essentially, you will take the lead in designing their BI solutions moving forward - think plenty of data modelling, DAX and striving to deliver high-quality reporting solutions across various departments. You'll be to "go-to person" for all things BI and reporting - upskilling the existing team and inspiring better ways of working! Naturally you'll have solid knowledge across Power BI Desktop & Power BI Service, Power Query and DAX. This is key, as you'll join as the sole Power BI expert in the team and your remit will be to help up-skill the wider team too. Any Microsoft Fabric exposure for scalable datasets would be hugely desirable as they have a vision to implement Fabric into the business very soon. Essentially, you will take the lead in designing their BI solutions moving forward - think plenty of data modelling, DAX and striving to deliver high-quality reporting solutions across various departments.What I really like about this role, is that it is a newly-created and autonomous position and very much a "blank canvass.". a role you can make your own and one where you can inspire others whilst shaping the companies long-term Data strategy.This is your chance to join and work for an awesome Manager who has a great vision for the companies Data journey and you'll play a key role alongside him, in shaping the way inwhich the company ultitise Data. It's the type of environment where your voice will be both heard and valued too - they have a great reputation for treating their staff incredibly well. Its essentially, a lovely place to work - a close-knit and collabertive team where you'll be truly supported from day one. We are flexible on ways of working but you must be open to visit their Nottingham-based HQ 1-2 times a month (or whenever needed!) and you can work the rest from home. Salary up to £65k depending on experience plus an awesome benefits package including bonus scheme, great pension and much more! I'm looking to shortlist this role ASAP so if you're interested, please apply today or contact me directly on or laura. for immediate consideration. Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law. Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers. By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.
Help Desk Team LeaderSheffield - Fully Site-Based - Up to £40,000 Are you an experienced IT professional ready to step into a hands-on leadership role within a fast-paced office and manufacturing environment? This is a fantastic opportunity to lead a growing IT Helpdesk team for a well-established business based in Sheffield, offering a salary of up to £40,000 and the chance to make a real operational impact. As Help Desk Team Leader, you will take ownership of the day-to-day performance of the IT Helpdesk function, ensuring exceptional service levels, driving continuous improvement, and acting as the key escalation point for complex technical issues. The RoleYou will be responsible for supervising and motivating the Helpdesk team while remaining technically hands-on. Key responsibilities include: Overseeing ticket resolution from initial logging through to full resolution, ensuring excellent customer satisfaction Acting as the escalation point for urgent and complex technical issues Supporting users across Windows 10/11 environments, basic networking and Citrix-based applications Managing IT service delivery through Jira, including ticketing and small project workflows Leading and developing the Helpdesk team through coaching, mentoring and performance management Identifying areas for improvement and implementing best practice ITSM processes Monitoring business data, service performance, and relevant budgets This is a role for a confident, people-focused technical leader who enjoys being hands-on while developing others. You will ideally have: Demonstrable experience in IT support or Helpdesk roles, with experience in a supervisory or team lead capacity Experience working in a manufacturing or industrial environment Strong troubleshooting expertise across Windows 10 & 11, basic networks and ITSM processes Working knowledge of Jira and Google Workspace Experience supporting Citrix environments Excellent communication skills with the ability to engage at both technical and non-technical levels Experience supervising remote teams Flexibility to travel for occasional site visits If you're ready to lead from the front and take ownership of a critical IT function within a busy, real-world environment, this could be the perfect next step in your career.
05/12/2025
Full time
Help Desk Team LeaderSheffield - Fully Site-Based - Up to £40,000 Are you an experienced IT professional ready to step into a hands-on leadership role within a fast-paced office and manufacturing environment? This is a fantastic opportunity to lead a growing IT Helpdesk team for a well-established business based in Sheffield, offering a salary of up to £40,000 and the chance to make a real operational impact. As Help Desk Team Leader, you will take ownership of the day-to-day performance of the IT Helpdesk function, ensuring exceptional service levels, driving continuous improvement, and acting as the key escalation point for complex technical issues. The RoleYou will be responsible for supervising and motivating the Helpdesk team while remaining technically hands-on. Key responsibilities include: Overseeing ticket resolution from initial logging through to full resolution, ensuring excellent customer satisfaction Acting as the escalation point for urgent and complex technical issues Supporting users across Windows 10/11 environments, basic networking and Citrix-based applications Managing IT service delivery through Jira, including ticketing and small project workflows Leading and developing the Helpdesk team through coaching, mentoring and performance management Identifying areas for improvement and implementing best practice ITSM processes Monitoring business data, service performance, and relevant budgets This is a role for a confident, people-focused technical leader who enjoys being hands-on while developing others. You will ideally have: Demonstrable experience in IT support or Helpdesk roles, with experience in a supervisory or team lead capacity Experience working in a manufacturing or industrial environment Strong troubleshooting expertise across Windows 10 & 11, basic networks and ITSM processes Working knowledge of Jira and Google Workspace Experience supporting Citrix environments Excellent communication skills with the ability to engage at both technical and non-technical levels Experience supervising remote teams Flexibility to travel for occasional site visits If you're ready to lead from the front and take ownership of a critical IT function within a busy, real-world environment, this could be the perfect next step in your career.
The opportunity: An exciting time to join a global manufacturing and engineering firm with multiple sites UK wide/globally. The role will offer longevity and a long term career with the chance to work on big infra projects. It is a great opportunity for a senior tech/fairly recent IT Leader to step up and join a Global firm and all the opportunity that will bring. Alternatively you could be an established leader looking for a long term home. Description of the company: The IT Department is a global department with technicians and support based at most sites. The work is shared and IT deal with issues from all sites (nobody is allocated their own site), therefore a great deal of communication skills and flexibility is required. The UK business currently employs around (Apply online only) employees with an average service history of 12 years. Stockport has around (Apply online only) staff and the average length of service here is 11 years. Role Purpose: To support Computer applications and platforms within an office and manufacturing environment. The team are therefore both 1st and 2nd line focused but the added ability to get heavily involved in a high number of 3rd line projects. You will provide unparalleled IT support services while managing day-to-day operations alongside other Technicians in UK Wide sites and supporting the Global IT Team based in the US. This role requires a mix of technical expertise and a strong focus on delivering white-glove service levels. The ideal candidate will be have a good mix of skills including the ability to converse across a range of business levels and will have a solid understanding of Google Workspace, Citrix environments, and advanced troubleshooting of Windows operating systems. Roles & Responsibilities: Responsible for a few engineers in the U.K and working with the support of various IT Leaders, based in global cost centres in the U.S/Singapore. Respond to requests for technical assistance in person, via phone and helpdesk. Assist with diagnosing and resolving technical hardware and software issues. Log all helpdesk interactions. Follow standard operating procedures. Redirect IT issues to appropriate resources. Identify and escalate issues requiring urgent attention. Create and maintain user accounts in Active directory and Google Administration console. Build and refurbish PC Base and Laptops as required. Other duties and projects as assigned. Requirements: Google experience using and/or supporting components of the Google Suite of applications including, but not limited to Gmail, Google Docs, Google Sheets and Google Calendar. (Not essential) MCP (Microsoft Certified Professional) in Windows 10/11 environment. (Not Essential) Understanding and experience of CompTIA A+ (PC Hardware Break Fix), exposure to Windows Server environment, SQL, Jira Helpdesk and bespoke system support would be advantageous. 1-2 year experience in an IT support role both desk and shop floor. HNC/HND or degree equivalent in Computing (Not essential)
05/12/2025
Full time
The opportunity: An exciting time to join a global manufacturing and engineering firm with multiple sites UK wide/globally. The role will offer longevity and a long term career with the chance to work on big infra projects. It is a great opportunity for a senior tech/fairly recent IT Leader to step up and join a Global firm and all the opportunity that will bring. Alternatively you could be an established leader looking for a long term home. Description of the company: The IT Department is a global department with technicians and support based at most sites. The work is shared and IT deal with issues from all sites (nobody is allocated their own site), therefore a great deal of communication skills and flexibility is required. The UK business currently employs around (Apply online only) employees with an average service history of 12 years. Stockport has around (Apply online only) staff and the average length of service here is 11 years. Role Purpose: To support Computer applications and platforms within an office and manufacturing environment. The team are therefore both 1st and 2nd line focused but the added ability to get heavily involved in a high number of 3rd line projects. You will provide unparalleled IT support services while managing day-to-day operations alongside other Technicians in UK Wide sites and supporting the Global IT Team based in the US. This role requires a mix of technical expertise and a strong focus on delivering white-glove service levels. The ideal candidate will be have a good mix of skills including the ability to converse across a range of business levels and will have a solid understanding of Google Workspace, Citrix environments, and advanced troubleshooting of Windows operating systems. Roles & Responsibilities: Responsible for a few engineers in the U.K and working with the support of various IT Leaders, based in global cost centres in the U.S/Singapore. Respond to requests for technical assistance in person, via phone and helpdesk. Assist with diagnosing and resolving technical hardware and software issues. Log all helpdesk interactions. Follow standard operating procedures. Redirect IT issues to appropriate resources. Identify and escalate issues requiring urgent attention. Create and maintain user accounts in Active directory and Google Administration console. Build and refurbish PC Base and Laptops as required. Other duties and projects as assigned. Requirements: Google experience using and/or supporting components of the Google Suite of applications including, but not limited to Gmail, Google Docs, Google Sheets and Google Calendar. (Not essential) MCP (Microsoft Certified Professional) in Windows 10/11 environment. (Not Essential) Understanding and experience of CompTIA A+ (PC Hardware Break Fix), exposure to Windows Server environment, SQL, Jira Helpdesk and bespoke system support would be advantageous. 1-2 year experience in an IT support role both desk and shop floor. HNC/HND or degree equivalent in Computing (Not essential)
Senior Security & Compliance Consultant & Architect Location: Hybrid - Manchester HQ with occasional customer site visits as required Salary: Dependant on Experience Please note - We cannot accept candidates who are currently on, or may require a Visa at this or any time. Overview This role exists to strengthen and mature the security capability across consultancy, architecture, and technical delivery. The successful candidate will design pragmatic security controls, produce actionable roadmaps, understand frameworks such as ISO 27001, CE+, NIST, CIS, and MOD/DEFSTAN, and ensure these controls are implemented effectively across customer environments. A key part of this role is working closely with the security-focused support desk analysts, providing ongoing mentoring, technical guidance, and structured development. This position will help shape and accelerate the growth of the Managed Security Services (MSS) offering. Key Responsibilities: Security Architecture & Technical Direction Define and lead the technical security direction across Microsoft 365, identity, endpoint, network, and cloud layers Translate framework requirements into practical, phased roadmaps for customer environments Perform environment reviews and define realistic uplift plans that balance risk, user experience, and operational impact Ensure architectural decisions are scalable, consistent, and repeatable across multi-tenant estates Framework & Compliance Interpretation Interpret ISO 27001, CE+, NIST CSF, CIS Benchmarks and MOD/DEFSTAN controls into implementable technical actions Support structured assessments and develop remediation plans with clear prioritisation. Provide the why behind recommendations to achieve stakeholder buy-in and avoid heavy-handed approaches Consultancy & Customer Engagement Act as a senior security advisor to customers at both technical and leadership levels Communicate security concepts clearly and confidently, tailoring detail to the audience Present options and risk-based reasoning Support pre-sales, account management, engineering, and service teams with expert security guidance Technical Delivery & Implementation Lead the end-to-end delivery of complex security transformation programmes, including identity re-architecture, Zero Trust alignment, and phased implementation of modern security controls across multi-tenant estates Design and implement Conditional Access frameworks that account for risk-based policies, break-glass strategy, device trust, session controls, privileged access scenarios, and operational edge-cases Oversee full Intune security baselining, including secure device provisioning, compliance models, remediation scripts, endpoint hardening, managed configurations, and integration with incident response Architect and tune the Microsoft Defender XDR stack, including advanced hunting, alert tuning, automation rules, vulnerability management, attack surface reduction, and integration with SOC workflows Design firewall and network segmentation strategies that reflect real operational usage, least privilege principles, east-west traffic controls, VPN hardening, and isolation of high-risk or high-value assets Implement identity governance and access control models covering privileged identity management, entitlement workflows, elevated access justification, and audit-ready forensic traceability Build out logging, monitoring, and incident response capabilities, ensuring telemetry is collected, correlated, enriched, and actionable for both engineering and SOC teams Champion technical evidence collection and audit readiness, ensuring controls are measurable, repeatable, and presented clearly during customer or external audits Validate end-to-end outcomes, confirm alignment between design intent and implementation, and ensure security uplift is embedded into operational practice rather than left as one-off actions Mentoring & MSS Growth Work closely with our security-focused support desk analyst, providing hands-on mentoring, coaching, and progression pathways Help define the processes, standards, and technical methods that underpin Managed Security Services (MSS) Ensure the internal team understands how and why controls are implemented to drive capability growth across the whole business Internal Capability Development Improve internal documentation, repeatable processes, and delivery frameworks Provide architectural oversight across security projects and initiatives Contribute to long-term planning for security service evolution Required Experience & Skills Technical Expertise Strong hands-on experience with Microsoft cloud security (Entra ID, Conditional Access, Intune, Defender XDR) Ability to design secure configurations across identity, endpoint, and network layers Proven experience delivering end-to-end security uplift projects Solid understanding of Zero Trust concepts and modern security architecture Framework Knowledge Practical understanding of ISO 27001, Cyber Essentials Plus, NIST CSF, CIS Benchmarks and similar Frameworks Experience turning framework requirements into realistic, implementable controls Comfortable producing structured gap analyses and remediation pathways Consultancy & Communication Skilled in presenting complex security concepts in simple, actionable terms Able to influence decision-making through clarity, options, and rationale Confident working directly with stakeholders ranging from engineers to leadership teams Professional Background Experience in an MSP, consultancy, or multi-tenant environment Exposure to defence, MOD, or high-assurance environments is strongly beneficial Security certifications advantageous (AZ-500, SC-100, SC-300, CISSP, CISM etc.)
05/12/2025
Full time
Senior Security & Compliance Consultant & Architect Location: Hybrid - Manchester HQ with occasional customer site visits as required Salary: Dependant on Experience Please note - We cannot accept candidates who are currently on, or may require a Visa at this or any time. Overview This role exists to strengthen and mature the security capability across consultancy, architecture, and technical delivery. The successful candidate will design pragmatic security controls, produce actionable roadmaps, understand frameworks such as ISO 27001, CE+, NIST, CIS, and MOD/DEFSTAN, and ensure these controls are implemented effectively across customer environments. A key part of this role is working closely with the security-focused support desk analysts, providing ongoing mentoring, technical guidance, and structured development. This position will help shape and accelerate the growth of the Managed Security Services (MSS) offering. Key Responsibilities: Security Architecture & Technical Direction Define and lead the technical security direction across Microsoft 365, identity, endpoint, network, and cloud layers Translate framework requirements into practical, phased roadmaps for customer environments Perform environment reviews and define realistic uplift plans that balance risk, user experience, and operational impact Ensure architectural decisions are scalable, consistent, and repeatable across multi-tenant estates Framework & Compliance Interpretation Interpret ISO 27001, CE+, NIST CSF, CIS Benchmarks and MOD/DEFSTAN controls into implementable technical actions Support structured assessments and develop remediation plans with clear prioritisation. Provide the why behind recommendations to achieve stakeholder buy-in and avoid heavy-handed approaches Consultancy & Customer Engagement Act as a senior security advisor to customers at both technical and leadership levels Communicate security concepts clearly and confidently, tailoring detail to the audience Present options and risk-based reasoning Support pre-sales, account management, engineering, and service teams with expert security guidance Technical Delivery & Implementation Lead the end-to-end delivery of complex security transformation programmes, including identity re-architecture, Zero Trust alignment, and phased implementation of modern security controls across multi-tenant estates Design and implement Conditional Access frameworks that account for risk-based policies, break-glass strategy, device trust, session controls, privileged access scenarios, and operational edge-cases Oversee full Intune security baselining, including secure device provisioning, compliance models, remediation scripts, endpoint hardening, managed configurations, and integration with incident response Architect and tune the Microsoft Defender XDR stack, including advanced hunting, alert tuning, automation rules, vulnerability management, attack surface reduction, and integration with SOC workflows Design firewall and network segmentation strategies that reflect real operational usage, least privilege principles, east-west traffic controls, VPN hardening, and isolation of high-risk or high-value assets Implement identity governance and access control models covering privileged identity management, entitlement workflows, elevated access justification, and audit-ready forensic traceability Build out logging, monitoring, and incident response capabilities, ensuring telemetry is collected, correlated, enriched, and actionable for both engineering and SOC teams Champion technical evidence collection and audit readiness, ensuring controls are measurable, repeatable, and presented clearly during customer or external audits Validate end-to-end outcomes, confirm alignment between design intent and implementation, and ensure security uplift is embedded into operational practice rather than left as one-off actions Mentoring & MSS Growth Work closely with our security-focused support desk analyst, providing hands-on mentoring, coaching, and progression pathways Help define the processes, standards, and technical methods that underpin Managed Security Services (MSS) Ensure the internal team understands how and why controls are implemented to drive capability growth across the whole business Internal Capability Development Improve internal documentation, repeatable processes, and delivery frameworks Provide architectural oversight across security projects and initiatives Contribute to long-term planning for security service evolution Required Experience & Skills Technical Expertise Strong hands-on experience with Microsoft cloud security (Entra ID, Conditional Access, Intune, Defender XDR) Ability to design secure configurations across identity, endpoint, and network layers Proven experience delivering end-to-end security uplift projects Solid understanding of Zero Trust concepts and modern security architecture Framework Knowledge Practical understanding of ISO 27001, Cyber Essentials Plus, NIST CSF, CIS Benchmarks and similar Frameworks Experience turning framework requirements into realistic, implementable controls Comfortable producing structured gap analyses and remediation pathways Consultancy & Communication Skilled in presenting complex security concepts in simple, actionable terms Able to influence decision-making through clarity, options, and rationale Confident working directly with stakeholders ranging from engineers to leadership teams Professional Background Experience in an MSP, consultancy, or multi-tenant environment Exposure to defence, MOD, or high-assurance environments is strongly beneficial Security certifications advantageous (AZ-500, SC-100, SC-300, CISSP, CISM etc.)
Regional Service Delivery Manager - Multi-Site IT Leadership Woking / Addlestone / Basingstoke Corridor 47,142 + 18.9% employer pension + 34 days holiday + ongoing CPD + staff benefits platform + supportive culture + work-life balance Are you an experienced IT Manager or Service Delivery Lead who's ready to take ownership of multiple sites rather than just one? Would you like to join a forward-thinking trust that embraces digital innovation, invests heavily in technology, and gives you the autonomy to shape how IT services are delivered across a cluster of schools? This education trust is a dynamic, progressive organisation known for low staff turnover, a supportive culture and a real commitment to improving digital outcomes. They are not afraid to innovate from 1:1 device projects to modernising infrastructure and they are looking for an IT leader who wants to help drive that forward. In this role, you'll lead the IT service delivery across a cluster of schools, working closely with headteachers, on-site technicians and the central IT leadership team. You'll line-manage technical staff, oversee service desk performance, act as the escalation point for complex issues, and ensure each school has a clear development plan aligned with the wider trust strategy. Although the role is primarily leadership-focused, you'll step in hands-on when needed to support continuity across your schools. The ideal candidate would be an experienced IT Manager or Service Delivery Lead who has managed technical teams, understands multi-site IT operations, and is ready to take the next step into a role with wider strategic responsibility and real impact. This is an excellent opportunity to join a progressive trust, take ownership of a cluster of sites, shape IT service delivery and be part of a team where your input genuinely matters. If you're looking for the next step in your leadership journey with autonomy, impact and ongoing development this is a role where you'll thrive. The role Lead IT service delivery across a cluster of schools, acting as the key contact for headteachers and school leaders Line-manage on-site technical staff, supporting their development and conducting performance reviews Own helpdesk performance across your schools, ensuring SLAs and response targets are met Define school-specific IT development plans that align with the trust's strategic direction Step in where needed to support with escalations or cover for on-site staff Ensure compliance with safeguarding, cyber security, GDPR and trust IT policies Support installations, configuration, commissioning and ongoing maintenance of systems and software Build strong working relationships across the trust and ensure consistent communication and service delivery standards Work collaboratively with the wider IT team and external partners to resolve escalations The person Experienced IT Manager, Network Manager or Service Delivery Lead Strong background in managing technical staff and leading service delivery Minimum 3 years in an IT management or multi-site role Comfortable handling escalations and guiding technical troubleshooting Understanding of networking, servers, end-user devices and general IT operations ITIL, PRINCE2 or service management knowledge beneficial Confident, professional and able to work autonomously across multiple schools Positive, proactive and improvement-focused, with excellent communication skills
05/12/2025
Full time
Regional Service Delivery Manager - Multi-Site IT Leadership Woking / Addlestone / Basingstoke Corridor 47,142 + 18.9% employer pension + 34 days holiday + ongoing CPD + staff benefits platform + supportive culture + work-life balance Are you an experienced IT Manager or Service Delivery Lead who's ready to take ownership of multiple sites rather than just one? Would you like to join a forward-thinking trust that embraces digital innovation, invests heavily in technology, and gives you the autonomy to shape how IT services are delivered across a cluster of schools? This education trust is a dynamic, progressive organisation known for low staff turnover, a supportive culture and a real commitment to improving digital outcomes. They are not afraid to innovate from 1:1 device projects to modernising infrastructure and they are looking for an IT leader who wants to help drive that forward. In this role, you'll lead the IT service delivery across a cluster of schools, working closely with headteachers, on-site technicians and the central IT leadership team. You'll line-manage technical staff, oversee service desk performance, act as the escalation point for complex issues, and ensure each school has a clear development plan aligned with the wider trust strategy. Although the role is primarily leadership-focused, you'll step in hands-on when needed to support continuity across your schools. The ideal candidate would be an experienced IT Manager or Service Delivery Lead who has managed technical teams, understands multi-site IT operations, and is ready to take the next step into a role with wider strategic responsibility and real impact. This is an excellent opportunity to join a progressive trust, take ownership of a cluster of sites, shape IT service delivery and be part of a team where your input genuinely matters. If you're looking for the next step in your leadership journey with autonomy, impact and ongoing development this is a role where you'll thrive. The role Lead IT service delivery across a cluster of schools, acting as the key contact for headteachers and school leaders Line-manage on-site technical staff, supporting their development and conducting performance reviews Own helpdesk performance across your schools, ensuring SLAs and response targets are met Define school-specific IT development plans that align with the trust's strategic direction Step in where needed to support with escalations or cover for on-site staff Ensure compliance with safeguarding, cyber security, GDPR and trust IT policies Support installations, configuration, commissioning and ongoing maintenance of systems and software Build strong working relationships across the trust and ensure consistent communication and service delivery standards Work collaboratively with the wider IT team and external partners to resolve escalations The person Experienced IT Manager, Network Manager or Service Delivery Lead Strong background in managing technical staff and leading service delivery Minimum 3 years in an IT management or multi-site role Comfortable handling escalations and guiding technical troubleshooting Understanding of networking, servers, end-user devices and general IT operations ITIL, PRINCE2 or service management knowledge beneficial Confident, professional and able to work autonomously across multiple schools Positive, proactive and improvement-focused, with excellent communication skills
An exciting time to join a global manufacturing and engineering firm with multiple sites UK wide/globally. The role will offer longevity and a long term career with the chance to work on big infra projects. It is a great opportunity for a senior tech/fairly recent IT Leader to step up and join a Global firm and all the opportunity that will bring. Alternatively you could be an established leader looking for a long term home. Description of the company: The IT Department is a global department with technicians and support based at most sites. The work is shared and IT deal with issues from all sites (nobody is allocated their own site), therefore a great deal of communication skills and flexibility is required. The UK business currently employs around (Apply online only) employees with an average service history of 12 years. Stockport has around (Apply online only) staff and the average length of service here is 11 years. Role Purpose: To support Computer applications and platforms within an office and manufacturing environment. The team are therefore both 1st and 2nd line focused but the added ability to get heavily involved in a high number of 3rd line projects. You will provide unparalleled IT support services while managing day-to-day operations alongside other Technicians in UK Wide sites and supporting the Global IT Team based in the US. This role requires a mix of technical expertise and a strong focus on delivering white-glove service levels. The ideal candidate will be have a good mix of skills including the ability to converse across a range of business levels and will have a solid understanding of Google Workspace, Citrix environments, and advanced troubleshooting of Windows operating systems. Roles & Responsibilities: Responsible for a few engineers in the U.K and working with the support of various IT Leaders, based in global cost centres in the U.S/Singapore. Respond to requests for technical assistance in person, via phone and helpdesk. Assist with diagnosing and resolving technical hardware and software issues. Log all helpdesk interactions. Follow standard operating procedures. Redirect IT issues to appropriate resources. Identify and escalate issues requiring urgent attention. Create and maintain user accounts in Active directory and Google Administration console. Build and refurbish PC Base and Laptops as required. Other duties and projects as assigned. Requirements: Google experience using and/or supporting components of the Google Suite of applications including, but not limited to Gmail, Google Docs, Google Sheets and Google Calendar. (Not essential) MCP (Microsoft Certified Professional) in Windows 10/11 environment. (Not Essential) Understanding and experience of CompTIA A+ (PC Hardware Break Fix), exposure to Windows Server environment, SQL, Jira Helpdesk and bespoke system support would be advantageous. 1-2 year experience in an IT support role both desk and shop floor. HNC/HND or degree equivalent in Computing (Not essential)
05/12/2025
Full time
An exciting time to join a global manufacturing and engineering firm with multiple sites UK wide/globally. The role will offer longevity and a long term career with the chance to work on big infra projects. It is a great opportunity for a senior tech/fairly recent IT Leader to step up and join a Global firm and all the opportunity that will bring. Alternatively you could be an established leader looking for a long term home. Description of the company: The IT Department is a global department with technicians and support based at most sites. The work is shared and IT deal with issues from all sites (nobody is allocated their own site), therefore a great deal of communication skills and flexibility is required. The UK business currently employs around (Apply online only) employees with an average service history of 12 years. Stockport has around (Apply online only) staff and the average length of service here is 11 years. Role Purpose: To support Computer applications and platforms within an office and manufacturing environment. The team are therefore both 1st and 2nd line focused but the added ability to get heavily involved in a high number of 3rd line projects. You will provide unparalleled IT support services while managing day-to-day operations alongside other Technicians in UK Wide sites and supporting the Global IT Team based in the US. This role requires a mix of technical expertise and a strong focus on delivering white-glove service levels. The ideal candidate will be have a good mix of skills including the ability to converse across a range of business levels and will have a solid understanding of Google Workspace, Citrix environments, and advanced troubleshooting of Windows operating systems. Roles & Responsibilities: Responsible for a few engineers in the U.K and working with the support of various IT Leaders, based in global cost centres in the U.S/Singapore. Respond to requests for technical assistance in person, via phone and helpdesk. Assist with diagnosing and resolving technical hardware and software issues. Log all helpdesk interactions. Follow standard operating procedures. Redirect IT issues to appropriate resources. Identify and escalate issues requiring urgent attention. Create and maintain user accounts in Active directory and Google Administration console. Build and refurbish PC Base and Laptops as required. Other duties and projects as assigned. Requirements: Google experience using and/or supporting components of the Google Suite of applications including, but not limited to Gmail, Google Docs, Google Sheets and Google Calendar. (Not essential) MCP (Microsoft Certified Professional) in Windows 10/11 environment. (Not Essential) Understanding and experience of CompTIA A+ (PC Hardware Break Fix), exposure to Windows Server environment, SQL, Jira Helpdesk and bespoke system support would be advantageous. 1-2 year experience in an IT support role both desk and shop floor. HNC/HND or degree equivalent in Computing (Not essential)
We are currently urgently recruiting for the attached opportunity below. To show your interest simply reply to this email and we'll arrange a good time to speak with you. They are a global business based in Sheffield that offer a great chance to secure long term employment with a true global organisation. Job description: Benefits: Salary negotiable 25 days holidays (plus stats) + 4% Pension + Life x 3 + Free Parking Cycle Scheme + EAP + Enhanced Family Benefits The opportunity: An exciting time to join a global manufacturing and engineering firm with multiple sites UK wide/globally. The role will offer longevity and a long term career with the chance to work on big infra projects. It is a great opportunity for a senior tech/fairly recent IT Leader to step up and join a Global firm and all the opportunity that will bring. Alternatively you could be an established leader looking for a long term home. Description of the company: The IT Department is a global department with technicians and support based at most sites. The work is shared and IT deal with issues from all sites (nobody is allocated their own site), therefore a great deal of communication skills and flexibility is required. The UK business currently employs around (Apply online only) employees with an average service history of 12 years. Stockport has around (Apply online only) staff and the average length of service here is 11 years. Role Purpose: To support Computer applications and platforms within an office and manufacturing environment. The team are therefore both 1st and 2nd line focused but the added ability to get heavily involved in a high number of 3rd line projects. You will provide unparalleled IT support services while managing day-to-day operations alongside other Technicians in UK Wide sites and supporting the Global IT Team based in the US. This role requires a mix of technical expertise and a strong focus on delivering white-glove service levels. The ideal candidate will be have a good mix of skills including the ability to converse across a range of business levels and will have a solid understanding of Google Workspace, Citrix environments, and advanced troubleshooting of Windows operating systems. Roles & Responsibilities: Responsible for a few engineers in the U.K and working with the support of various IT Leaders, based in global cost centres in the U.S/Singapore. Respond to requests for technical assistance in person, via phone and helpdesk. Assist with diagnosing and resolving technical hardware and software issues. Log all helpdesk interactions. Follow standard operating procedures. Redirect IT issues to appropriate resources. Identify and escalate issues requiring urgent attention. Create and maintain user accounts in Active directory and Google Administration console. Build and refurbish PC Base and Laptops as required. Other duties and projects as assigned. Requirements: Google experience using and/or supporting components of the Google Suite of applications including, but not limited to Gmail, Google Docs, Google Sheets and Google Calendar. (Not essential) MCP (Microsoft Certified Professional) in Windows 10/11 environment. (Not Essential) Understanding and experience of CompTIA A+ (PC Hardware Break Fix), exposure to Windows Server environment, SQL, Jira Helpdesk and bespoke system support would be advantageous. 1-2 year experience in an IT support role both desk and shop floor. HNC/HND or degree equivalent in Computing (Not essential)
05/12/2025
Full time
We are currently urgently recruiting for the attached opportunity below. To show your interest simply reply to this email and we'll arrange a good time to speak with you. They are a global business based in Sheffield that offer a great chance to secure long term employment with a true global organisation. Job description: Benefits: Salary negotiable 25 days holidays (plus stats) + 4% Pension + Life x 3 + Free Parking Cycle Scheme + EAP + Enhanced Family Benefits The opportunity: An exciting time to join a global manufacturing and engineering firm with multiple sites UK wide/globally. The role will offer longevity and a long term career with the chance to work on big infra projects. It is a great opportunity for a senior tech/fairly recent IT Leader to step up and join a Global firm and all the opportunity that will bring. Alternatively you could be an established leader looking for a long term home. Description of the company: The IT Department is a global department with technicians and support based at most sites. The work is shared and IT deal with issues from all sites (nobody is allocated their own site), therefore a great deal of communication skills and flexibility is required. The UK business currently employs around (Apply online only) employees with an average service history of 12 years. Stockport has around (Apply online only) staff and the average length of service here is 11 years. Role Purpose: To support Computer applications and platforms within an office and manufacturing environment. The team are therefore both 1st and 2nd line focused but the added ability to get heavily involved in a high number of 3rd line projects. You will provide unparalleled IT support services while managing day-to-day operations alongside other Technicians in UK Wide sites and supporting the Global IT Team based in the US. This role requires a mix of technical expertise and a strong focus on delivering white-glove service levels. The ideal candidate will be have a good mix of skills including the ability to converse across a range of business levels and will have a solid understanding of Google Workspace, Citrix environments, and advanced troubleshooting of Windows operating systems. Roles & Responsibilities: Responsible for a few engineers in the U.K and working with the support of various IT Leaders, based in global cost centres in the U.S/Singapore. Respond to requests for technical assistance in person, via phone and helpdesk. Assist with diagnosing and resolving technical hardware and software issues. Log all helpdesk interactions. Follow standard operating procedures. Redirect IT issues to appropriate resources. Identify and escalate issues requiring urgent attention. Create and maintain user accounts in Active directory and Google Administration console. Build and refurbish PC Base and Laptops as required. Other duties and projects as assigned. Requirements: Google experience using and/or supporting components of the Google Suite of applications including, but not limited to Gmail, Google Docs, Google Sheets and Google Calendar. (Not essential) MCP (Microsoft Certified Professional) in Windows 10/11 environment. (Not Essential) Understanding and experience of CompTIA A+ (PC Hardware Break Fix), exposure to Windows Server environment, SQL, Jira Helpdesk and bespoke system support would be advantageous. 1-2 year experience in an IT support role both desk and shop floor. HNC/HND or degree equivalent in Computing (Not essential)
1st Line Team Leader £32,000 - £35,000 DOE Location:Paddock Wood (office-based) Reporting to:Service Delivery Manager Are you already leading a 1st Line team and looking for a new challenge? Do you enjoy coaching engineers, improving service delivery, and leading by example? Would you like to join a company that values collaboration, growth, and technical excellence? If so, this could be your next move. The Role As 1st Line Team Leader, you will take ownership of a team of skilled engineers, guiding their performance, development, and day-to-day activities. You will balance hands-on technical support with leadership responsibilities around two-thirds of your time will be spent resolving issues and providing technical direction, and the rest focused on mentoring, process improvement, and driving service quality. You will act as the go-to escalation point for your team, ensuring tickets are handled efficiently and customer satisfaction remains consistently high. This is a role where your technical knowledge and leadership skills will make a real impact both on the team and on the wider business. What You Will Be Doing Lead and Support the Team Manage, motivate, and mentor your 1st Line Engineers through regular 1-2-1s and coaching. Create a positive, collaborative environment where people can do their best work. Set clear goals and drive accountability across the team. Be the Technical Escalation Point Provide expert guidance and hands-on assistance for complex 1st Line issues. Lead root cause analysis and ensure knowledge is documented and shared. Maintain a strong working knowledge of Microsoft technologies and infrastructure. Champion Service Excellence Identify and implement process improvements across the service desk. Contribute to documentation and promote best practice across the team. Keep SLAs and KPIs on track, with a focus on customer satisfaction and efficiency. What We Are Looking For Proven experience as a 1st Line or Service Desk Team Leader, ideally within an MSP or similar environment. Strong technical background across Microsoft infrastructure (Windows OS, Office 365, Active Directory, Server OS). A calm, methodical approach to problem-solving and escalation management. Excellent communication skills and the confidence to engage with clients and colleagues at all levels. Experience working to SLAs and KPIs, with a focus on continuous improvement. Certifications such as Microsoft, ITIL or CompTIA would be beneficial, but not essential. Why Join? You will be part of a collaborative, people-first MSP where leadership is about empowering others, not managing from a distance. The company invests in training, development, and technology, giving you the tools and autonomy to lead your team effectively and keep growing yourself. Interested? Apply today or get in touch for a confidential chat we would love to tell you more about the team and what makes this opportunity stand out. JBRP1_UKTJ
05/12/2025
Full time
1st Line Team Leader £32,000 - £35,000 DOE Location:Paddock Wood (office-based) Reporting to:Service Delivery Manager Are you already leading a 1st Line team and looking for a new challenge? Do you enjoy coaching engineers, improving service delivery, and leading by example? Would you like to join a company that values collaboration, growth, and technical excellence? If so, this could be your next move. The Role As 1st Line Team Leader, you will take ownership of a team of skilled engineers, guiding their performance, development, and day-to-day activities. You will balance hands-on technical support with leadership responsibilities around two-thirds of your time will be spent resolving issues and providing technical direction, and the rest focused on mentoring, process improvement, and driving service quality. You will act as the go-to escalation point for your team, ensuring tickets are handled efficiently and customer satisfaction remains consistently high. This is a role where your technical knowledge and leadership skills will make a real impact both on the team and on the wider business. What You Will Be Doing Lead and Support the Team Manage, motivate, and mentor your 1st Line Engineers through regular 1-2-1s and coaching. Create a positive, collaborative environment where people can do their best work. Set clear goals and drive accountability across the team. Be the Technical Escalation Point Provide expert guidance and hands-on assistance for complex 1st Line issues. Lead root cause analysis and ensure knowledge is documented and shared. Maintain a strong working knowledge of Microsoft technologies and infrastructure. Champion Service Excellence Identify and implement process improvements across the service desk. Contribute to documentation and promote best practice across the team. Keep SLAs and KPIs on track, with a focus on customer satisfaction and efficiency. What We Are Looking For Proven experience as a 1st Line or Service Desk Team Leader, ideally within an MSP or similar environment. Strong technical background across Microsoft infrastructure (Windows OS, Office 365, Active Directory, Server OS). A calm, methodical approach to problem-solving and escalation management. Excellent communication skills and the confidence to engage with clients and colleagues at all levels. Experience working to SLAs and KPIs, with a focus on continuous improvement. Certifications such as Microsoft, ITIL or CompTIA would be beneficial, but not essential. Why Join? You will be part of a collaborative, people-first MSP where leadership is about empowering others, not managing from a distance. The company invests in training, development, and technology, giving you the tools and autonomy to lead your team effectively and keep growing yourself. Interested? Apply today or get in touch for a confidential chat we would love to tell you more about the team and what makes this opportunity stand out. JBRP1_UKTJ
Cherry Professional - Relationship Led Recruitment
Sheffield, Yorkshire
IT Service Desk Team Leader Permanent Salary - £32,500 Cherry Professional are looking for an experienced IT Service Desk Team Leader. You will support and supervise our first line it engineers providing industry leading it support to our clients. Supporting the team with learning and development as well as being an escalation point for ticket Responsibilities: • Oversee the day-to-day operations of the support desk, monitoring the ticket queue and escalating tickets as needed, ensuring SLAs are met, and tickets are handled with care. • Inspire, mentor, and manage our first-line support technicians, creating a positive and productive environment. • Monitoring and reporting on failovers to find out what/why they have happened - and fix.• Identify areas for improvement in workflows and processes, and support with designing and implementing changes to boost efficiency and quality. • Ensure our clients get the best experience by resolving their IT issues quickly and efficiently and stepping in when issues need extra attention. • Play a key role in hiring the right talent to join the team, ensuring we're set up for success with the best people onboard.• Deliver training sessions on new products, tools, and processes to keep the team up-to-date and performing at their best. • Take part in a management on-call rota for first line related HR matters outside of office hours. • Manage the team rota. This includes managing sickness and holidays within your team. Ideal Candidate: • You've got a background in service desk support, ideally within an MSP. • Previous management or supervisory experience required• Be an experienced leader and able to showcase leadership skills. • Strong interpersonal skills, with the ability to build positive relationships, resolve conflicts, and foster a collaborative team culture. • Confidence in providing regular feedback and conducting performance reviews to help team members grow professionally. • Skilled at managing workloads, delegating tasks effectively, and ensuring efficient use of team resources. Cherry Professional are recruiting on behalf of their clientRoles you may have applied for: Service Desk Team Leader IT Support Team Leader IT Service Desk Supervisor IT Solutions Team Leader Cherry Professional are recruiting for this opportunity on behalf of our client. Please view our Privacy Policy on our website to understand how your data will be used if you apply for this role.
05/12/2025
Full time
IT Service Desk Team Leader Permanent Salary - £32,500 Cherry Professional are looking for an experienced IT Service Desk Team Leader. You will support and supervise our first line it engineers providing industry leading it support to our clients. Supporting the team with learning and development as well as being an escalation point for ticket Responsibilities: • Oversee the day-to-day operations of the support desk, monitoring the ticket queue and escalating tickets as needed, ensuring SLAs are met, and tickets are handled with care. • Inspire, mentor, and manage our first-line support technicians, creating a positive and productive environment. • Monitoring and reporting on failovers to find out what/why they have happened - and fix.• Identify areas for improvement in workflows and processes, and support with designing and implementing changes to boost efficiency and quality. • Ensure our clients get the best experience by resolving their IT issues quickly and efficiently and stepping in when issues need extra attention. • Play a key role in hiring the right talent to join the team, ensuring we're set up for success with the best people onboard.• Deliver training sessions on new products, tools, and processes to keep the team up-to-date and performing at their best. • Take part in a management on-call rota for first line related HR matters outside of office hours. • Manage the team rota. This includes managing sickness and holidays within your team. Ideal Candidate: • You've got a background in service desk support, ideally within an MSP. • Previous management or supervisory experience required• Be an experienced leader and able to showcase leadership skills. • Strong interpersonal skills, with the ability to build positive relationships, resolve conflicts, and foster a collaborative team culture. • Confidence in providing regular feedback and conducting performance reviews to help team members grow professionally. • Skilled at managing workloads, delegating tasks effectively, and ensuring efficient use of team resources. Cherry Professional are recruiting on behalf of their clientRoles you may have applied for: Service Desk Team Leader IT Support Team Leader IT Service Desk Supervisor IT Solutions Team Leader Cherry Professional are recruiting for this opportunity on behalf of our client. Please view our Privacy Policy on our website to understand how your data will be used if you apply for this role.
