IT Services Manager

Pareda Recruitment
Darlington, UK
13 Jul 2019
21 Jul 2019
Contract Type
Full Time
My client is a leading Financial Services Company based in Darlington.

As a result of business demands, the company is looking to recruit an IT Services Manager.

The role:

A great opportunity for an experienced IT professional to manage a team within a busy and productive IT department supporting an expanding business over 5 sites covering the North of England and London.

The person in this role manages the IT Services team and is responsible for delivering a range of IT operational services within the business including IT support/helpdesk, incident response, on-call rota, new starters / leavers, server maintenance, compliance and security activities, change/risk management and other IT procedures.

This covers end-user support, cloud and on-premise infrastructure, networking and security, WAN, telephony, standards compliance and the support and operation of our in-house software applications.

Key responsibilities:
  1. Manage the IT support helpdesk and other day-to-day service
  2. Prioritise and assign work, create and organise tickets, keep the ticketing system and your colleagues updated and escalate when necessary
  3. Supervise, support, train, guide and motivate your team and resolve technical escalations
  4. Conduct HR actions with individuals including regular one to one meetings, appraisals and individual development plans
  5. Respond to monitoring system warnings/alerts and handle incidents
  6. Implement team objectives and ensure that KPIs are achieved
  7. Ensure all policies and procedures are documented and adhered to
  8. Ensure that records are properly kept and that correct process is followed
  9. Manage IT assets effectively including hardware, stock control and software licenses
  10. Deploy software system upgrades and participate in testing work
  11. Ensure efficient team work and implement improved and automated process
  12. Problem solving, research and diagnostic work to resolve complex issues
  13. Be the second-level contact for the on-call rota operated by IT for response to system alerts and urgent user support requirements from time to time outside of normal working hours; and provide absence cover if required
  14. Lead regular compliance activities including BCDR tasks and supplier risk assessment
  15. Establish and maintain good relationships with customers around the business
  16. Work on projects (research, solution design and implementation).

Required skills:
  1. Minimum 6 years of commercial IT experience that includes providing IT support to business users
  2. Experience as a team or department manager
  3. Experience of capturing business requirements and writing specifications
  4. Sound technical knowledge and experience of server operating systems and applications, primarily Linux servers (Ubuntu/Debian) but also Windows Server
  5. Sound technical knowledge of networking, protocols, firewall configuration and policies
  6. Excellent SQL writing skills, with data extraction and report writing experience
  7. Knowledge of standards compliance, data protection and corporate/government security concerns (e.g. ISO 27001 and PCI:DSS)
  8. Excellent communication skills with ability to interact with colleagues at all levels
  9. Programming / script writing and process automation experience
  10. Strong problem-solving and diagnostic skills.

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