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    ICT Infrastructure and Helpdesk Manager - Birmingham, United Kingdom - SYSTRA

    SYSTRA
    SYSTRA Birmingham, United Kingdom

    3 weeks ago

    Default job background
    Permanent
    Description
    :
  • Reporting to the ICT Director UK/IR, as ICT Service Delivery Manager, you will manage the UK/Ireland Helpdesk team coordinating responses to user requests.
  • Working closely with the IT Infrastructure team, you will assist in on-time and to-budget delivery of key IT infrastructure projects.
  • You will be involved in the management and technical rollout of projects including installation/configuration of hardware, operation and maintenance of systems , hardware, software and related infrastructure, managing servers, security and office moves/fit-outs.
  • Responsible for the direct line management and development of the Service Delivery/Helpdesk team including setting objectives/targets.
  • Act as the primary escalation point for all user requests and will take a lead on monitoring the quality responses to tickets.
  • Working with the IT Infrastructure Manager, you will manage all critical incident communications.
  • You will be responsible for management of SYSTRA's IT assets, in particular the delivery of equipment to end users.
  • Provide regular updates to the IT management team on adherence to Service Level Agreements (SLAs)
  • You will be a member of the UK/IR IT Management team.

    • Experience Required:

  • You will have strong customer support management background with a key focus on managing and developing an IT helpdesk team.
  • You should have excellent knowledge of the IT support function including Microsoft 365, desktop support, WAN, LAN, VPN, switches, load balancers, Storage Area Networks (SAN), SQL Clustering and always-on, backup topology, Firewalls, intrusion detection, anti-virus, Multi-Factor Authentication, Virtualisation, Terminal Servers, Active Directory, SCCM, and Windows Server & Desktop.
  • Relevant certifications such a Microsoft, VMWare, ITIL are welcome, as is experience of working as part of a larger global Group.
  • Good IT Infrastructure experience with areas such as office moves, re-fits, managing servers and security, with the appetite to be involved at the operational end as well as feeding into larger strategic projects.
  • You should be technically experienced with a can-do attitude and an excellent team player, with strong time management skills, the ability to organise your workload, experience providing excellent customer service, and be committed to providing a first-class service to the business.

    • Why SYSTRA?

    Our three core values: Excellence, Connected Teams and Bold Leadership are kept at the heart of everything we do. We strive for the highest levels of technical excellence, achieving the best results through teamwork, both locally and internationally, and reward innovative thinking through encouraging all colleagues to think as leaders. We offer clear and well supported pathways for career development and qualification attainment, a competitive remuneration package including a bonus and private healthcare, an electric car scheme and a broad suite of flexible benefits to suit your lifestyle.

    Flexibility
    Because we value who you are as much as what you do, we want you to feel supported at work. We offer hybrid working, balancing the benefits of working from home with time in our modern, well-equipped offices for that crucial in-person contact, team development and collaborative working. We also recognise that life doesn't always run to the same schedule for everyone, so we have a dedicated flexible working policy to support you in tailoring your work life to reach your full potential, for more details on this, please get in touch.

    Diversity & Inclusion

    We provide a warm welcome and encourage applications from a diverse range of people who can enrich our company and offer perspectives which will drive better solutions in a truly inclusive environment. Our employee led working groups and clearly defined strategy help us to keep at the leading edge of important issues and keep us accountable. We want our colleagues to feel comfortable to bring their whole selves to work and continually seek new ideas and contributions to ensure we continue to grow and develop in this space.

    Wellbeing

    It's no surprise that people do their best work when they feel physically and mentally supported. Our SYSTRA Wellness Programme offers a wide range of support; from Wellness champions, to free health checks, healthy eating workshops and regular seminars, alongside access to a wide range of external support. We offer two paid days for charity work and an ever-growing social calendar.

    As we are always looking to expand our team, we would still be interested in hearing from you if you fulfil most, but not all, of the relevant criteria for the role – you could still be just what we are looking for.

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