Head of IT Operations

3 weeks ago

County Durham, United Kingdom Metzger Search & Selection Ltd Full time

Role Title: Head of IT Operations

**Salary**: C£60,000 - £70,000 plus bonus and excellent benefits
Location: Northeast England with flexibility to work from home 2 days per week
Our client is a market leading debt collection and enforcement group. They are currently seeking to appoint an experienced Head of IT Operations who will have overall responsibility for providing continuous and reliable IT operations and services to a variedworkforce.
Reporting directly into the Chief Technology Officer, we are looking for someone with strong leadership skills as well as significant technical capabilities. This is a fantastic opportunity to lead an IT Support Engineer team and be part of the company's successfulgrowth story.
Responsibilities include:

- Effectively support business operations, including revenue and service continuity through delivery of IT services within SLAs
- Managing and supporting the IT infrastructure, covering both cloud and on-premises systems, monitoring and responding to system health alerts and fulfilling access requests
- Managing all areas of service delivery management including writing, agreeing, publishing and delivering the required service catalogue ensuring SLAs and performance targets are met, handling customer escalations and managing performance
- Delivering IT services using procedures compliant with ISO 27001 and other information security standards
- Ensuring rapid and effective incident response and resolution, with clear and timely communication
- Writing and maintaining comprehensive procedure documentation for teams to follow
- Acting as the point of technical escalation and leading complex problem solving and diagnostic work required
- Leading and ensuring clear and effective communication with stakeholders, senior management and the company whilst building effective working relationships with other members of the team
- Travelling to other group sites to meet with team members and implement projects as required
- Developing teams and managers skills to meet business needs and setting individual development plans
- Extensive business IT technical experience, with at least 2 years' experience gained in an IT or operational senior management role
- A deep understanding of what it takes to deliver an efficient and effective IT Service Desk with high levels of customer satisfaction
- Applied knowledge and expertise of IT security concerns, vulnerability management, data protection and risk management
- Experience of business cloud SaaS products and services
- Advanced SQL and report writing skills
- Excellent listening and communication skills, written and verbal, that enable technical concepts and policy to be expressed to individuals at all levels of technical and business knowledge
- Bash scripting, programming and automation skills and experience, understanding of program code (Java) to enable deep diagnostics is advantageous
- Experience of remotely supporting and diagnosing issues with phones (mainly Android), apps and other field-based devices such as PDQ terminals
- Knowledge of standards compliance, data protection and GDPR, computing applicable legislation and corporate & government security concerns including ISO 27001 and PCI DSS
Essential Skills:
Windows Active Directory and Group Policy administration, Security, IP networking and firewall administration, Microsoft 365 administration, Android OS, ticket-based team workflows, customer friendly with good communication skills, team working, good prioritisationand time management, excellent problem solving and diagnostic ability.
We regret we cannot take telephone enquiries relating to this vacancy, due to the high level of responses expected.

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