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IT Helpdesk and Operations Manager
3 months ago
Leeds West Yorkshire LS11
£ £50000
Permanent role
Your working week will be 35 hours, 7 hours per day between 8.30am and 4pm, Monday to Friday, with some flexibility required for ongoing projects.
The Role
Whether you're an IT professional with a strong technical background that's ready to take their first step into a people-management role, or an already experienced leader ready for their next challenge, this role is a fantastic opportunity in which you canmake an impact from day one.
As the Operations and Help Desk Manager within the IT Operations Team, your mission is to enable and support the colleagues and technology that keep the company running.
You'll be responsible for makingsure our core service processes are as reliable and stable as possible, managing the team's workload so that we're able to meet our business demand.
The team of trusted IT specialists support colleagues across the business, as well as their thousands of customers. The team's solutions are rooted in technical skill, product expertise, and a thorough understanding of evolving technical needs.Whether theanswer is a bespoke solution to solve a unique problem, or a new tool that can be scaled across the business, everything we do aims to ensure our stakeholders benefit from the full potential of their technology offering.
Duties- Managing and supporting a team of help desk technicians
- Troubleshooting and resolving technical issues
- Mentoring your team, providing training, and conducting performance evaluations
- Monitoring team performance and developing feedback reports for management
- Managing escalations and ensuring any issues are resolved in a timely manner
- Creating and ensuring multilevel SLAs relevant to the organisation are met
- Managing the installation and upgrade of projects
- Ensuring all systems are update to date according to the patching schedule
- IT Procurement activities
- Managing monitoring system, responding to notifications accordingly
- Communicating with internal stakeholders as required, keeping them informed of incident progress, as well as notifying them of impending changes or agreed outages
- Monthly patching updates (typically 6 hours on a Sunday once per month paid at an overtime rate)
- Out of core hours Data Centre maintenance (typically 4 hours once per month paid at an overtime rate)
- Technical awareness, as well as the ability to match resources to technical issues appropriately
- Advanced knowledge of firewalls and security (ideally SonicWALL)
- Advanced knowledge of networks
- LAN/WAN/routers (ideally Meraki and Dell)
- Advanced knowledge of Storage Arrays (ideally Dell Compellent)
- Windows Server 2012 R2/2016/201
- Linux (ideally Ubuntu)
- Citrix XenServer and XenApp (ideally 7.1CU2)
- Microsoft Azure Platform
- Windows 10 & 1
- Active Directory
- SQL Server (ideally 2016 and 2019)
- MS Exchange (ideally 2013 and 2019)
- Excellent leadership and people management skills.
- Strong customer service skills.
Lifestyle Rewards
- 35 hour working week
- 27 days Annual Leave + Bank Holidays
- Additional Paid Leave for your Birthday, Christmas Eve and New Year's Eve
- Flexible Holidays leave can be bought, sold and taken hourly
- Extra holiday for length of service
- Enhanced Maternity / Paternity / Adoption Pay
- Businesscasual dress code
- Punctuality and attendancebased financial rewards
- Financial reward and recognition for memorable moments throughout Your Journey, including length of service milestones and key life events
- Manager's Cheer monthly financial reward and recognition for going above and beyond in your role
- My Staff Shop a wide range of discounts and savings at UK retailers
- Travel Support free parking, bus discounts, cycling facilities
- Death in Service Benefit 4 times annual salary
- Contributory Pension Scheme
- Learning & Development Allowance paid time to learn in work
- Professional Qualifications financial and study support
- Free Gym Membership
- Health Cash Back Plan generous cash back towards every day health costs, including dental, optical, wellbeing and combined therapy
- GP Anytime access to 24/7 prescribing GP for you and your family
- Employee Assistance Programme 24/7 help line, including up to 8 free counselling sessions
