ITIL Support and Infrastructure Manager | Co-operative House

Job Role

We are looking for an experienced candidate who will lead IT support and infrastructure operations across the Society. You will combine hands-on technical expertise with people leadership, incident coordination and strong service-management practice, working closely with the Head of Technology, Cyber Security colleagues, other Technology roles and third-party providers.

You will help ensure that colleagues have reliable, secure and recoverable technology services, while developing clear, consistent and continually improving ways of working across incident, problem and change management.

What you will do:

·     Lead and coordinate day-to-day IT support and infrastructure activity across Jersey and Guernsey.

·     Manage, support and develop the Support Team, setting clear priorities and creating consistent ways of working.

·     Take day-to-day responsibility for work allocation and team capability, including recruitment, objectives, appraisal, probation, attendance, performance and colleague development.

·     Act as an operational technical point of expertise across assigned infrastructure, cloud, network, endpoint and service-management technologies.

·     Coordinate the diagnosis, escalation and resolution of complex or significant incidents within agreed procedures and authority.

·     Plan and coordinate maintenance, patching, access, backup, recovery, disaster-recovery, change and service-improvement activity.

·     Work with third-party providers, challenging performance and coordinating technical support within agreed commercial and technical boundaries.

·     Develop and improve ITIL-aligned incident, problem, change, asset and service-desk practices within agreed approval and ownership boundaries.

·     Use service reporting and dashboards to monitor performance, identify trends and support continual improvement.

·     Communicate technical information clearly to colleagues, managers and providers, including during changing priorities or service disruption.

 

What success will look like:

·     Lead and coordinate day-to-day IT support and infrastructure activity across Jersey and Guernsey.

·     Manage, support and develop the Support Team, setting clear priorities and creating consistent ways of working.

·     Take day-to-day responsibility for work allocation and team capability, including recruitment, objectives, appraisal, probation, attendance, performance and colleague development.

·     Act as an operational technical point of expertise across assigned infrastructure, cloud, network, endpoint and service-management technologies.

·     Coordinate the diagnosis, escalation and resolution of complex or significant incidents within agreed procedures and authority.

·     Plan and coordinate maintenance, patching, access, backup, recovery, disaster-recovery, change and service-improvement activity.

·     Work with third-party providers, challenging performance and coordinating technical support within agreed commercial and technical boundaries.

·     Develop and improve ITIL-aligned incident, problem, change, asset and service-desk practices within agreed approval and ownership boundaries.

·     Use service reporting and dashboards to monitor performance, identify trends and support continual improvement.

·     Communicate technical information clearly to colleagues, managers and providers, including during changing priorities or service disruption.

 

Essential Skills

·     Broad practical knowledge of IT support and infrastructure operations, gained through relevant experience, training or equivalent learning.

·     Advanced working knowledge of technologies such as Microsoft 365, Azure server management, Active Directory or Entra ID, Meraki networking, MDM, MFA, endpoint builds, patching, backups and recovery.

·     The ability to diagnose complex technical issues, assess options and determine or recommend an appropriate response within defined authority.

·     Experience coordinating incidents, problems, competing priorities and third-party technical support.

·     Experience leading, allocating work to and developing a support team.

 ·     Clear, accessible communication skills and the ability to explain technical information to different                     audiences.

• Ability to be able to travel between the Islands of Guernsey and Jersey, be out of hours/on call support with some physical installation, movement or troubleshooting of IT equipment also being required. 

 

DesirableSkills:

•  Knowledge of IT service-management practices, including incident, problem and change management, and experience applying ITIL principles in an operational setting.

 

For further information, please contact our People team on tel 879822 or email us today.

We are committed to creating an inclusive and supportive recruitment experience. If you need any assistance when applying, or would benefit from adjustments at interview stage, please reach out to our People Team, we are always happy to support you.

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