Job ID 235413
We are a market leading recruitment business (as voted in the times fast track 100) The Sunday Times Virgin Fast Track 100 league table ranks Britain's 100 private companies with the fastest-growing sales over their latest three years. We have recently been voted the 8th fastest growing recruitment company in Europe and we are literally taking the industry by storm.
Our mission is to continuously improve our IT systems and services, support the business and strive to create and innovate with technology.
As an IT Manager your role is to help coordinate the daily IT operations within the local office and provide stability within the team to help focus on key business priorities.
This includes, but is not limited to, user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs in Prospero offices.
Be leading the IT service operation in the offices within your remit
Represent both Global and Local IT services to senior office stakeholders and vice versa, focusing on business priorities and how IT services can fulfil them.
Provide proactive communications and manage expectations both verbally and in written form, in a style that engages with management groups, business service teams, external vendors, and technical staff
Supporting the Prospero user community by adhering to best practises while on-site in Prospero offices, at client locations and at special events e.g. executive speeches, press conferences, offsite meetings etc.
Lead in preparing and deploying laptops for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems according to established Prospero requirements
Coordination of local office asset maintenance
Provide proactive support for onsite AV resources and ensure training is provided to the Prospero user community where necessary
Manage and coach all direct reports with regular check-ins to ensure performance is of a high standard, opportunities for professional growth is discussed, as well as providing timely and honest feedback when required
Lead on projects in an operational capacity for both global and local initiatives
Coordinate the completion and resolution of all tickets through the IT service management ticketing system as well as regular checks to ensure agreed SLA's and KPI's are being met
Assist with managing the analysis on operational KPIs to facilitate communication and improve quality and performance
Being empathetic and listening to your stakeholders.
Analytically solving problems by using strong technical, organizational, and team working skills
Structured and logical approach to work
Building and maintaining relationships with key stakeholders and vendors
Communicating proactively with the ability to engage and listen to understand and inform with respect to business priorities.
Coordinating and prioritizing daily team workload and managing first level escalations
Demonstrating interpersonal skills when coordinating daily support requests assigned through various channels (email, phone, ticketing system, live walk-ins, etc.)
Acting as a technical expert by consistently evaluating existing systems and recommending technology for replacements and/or upgrades
Displaying a high level of emotional intelligence, steadfast composure, tact, patience, and the ability to handle stressful situations
Flexible approach to working outside of business hours to meet deadlines
Experience in working in matrixed organisations and representing IT services to business stakeholders and vice versa
Experience within a recruitment company
Experience in effectively communicating and presenting technical concepts to management, peer group and staff
Superior knowledge of commonly used IT concepts, practices, and procedures
Analytical skills and mindset to drive CSAT/ESAT scores
Experience independently resolving issues related to (but not limited to) Windows, Office Suite, Browser, and VPN/network connectivity.
Experience with the following areas: PC/laptop hardware, telecommunications, mobile devices, networking, and server administration
Video conferencing/meeting setup and troubleshooting experience
ITIL Foundation certified (v3 or v4) and/or a clear understanding of the ITIL system and ticketing process
LAN and IP networking knowledge and ability to approach issues logically using OSI model or similar
SCCM or other imaging software experience
Experience with cloud technology
Project management experience
Experience with office fitouts/buildouts