IT Systems Manager

**Location**: Newport
**Contract Type**: Full time, Permanent
The IT Systems Operations Manager is responsible for handling internal systems as well as providing analysis services and updating parts of our CRM databases. Assisting with event operations and being on hand for internal user support, the IT Systems OperationsManager sets high standards for the day-to-day IT operations of a global team, based in the UK, Europe and US, delivering best-in-class customer support and end-user services for the community.
As part of a wider team, the IT Systems Operations Manager will collaborate with the Senior Leadership team to define the overall IT strategy and roadmap for the company and identify key performance indicators and metrics
**PRINCIPAL ACCOUNTABILITIES / KEY RESULT AREAS**:

- Operational Efficiency through constant evolution of the Tech Stack and support
- Develop, maintain, and manage IT operational systems and processes
- Develop, maintain, and manage IT policies and practices
- Manage all outsourced systems (including Zoom, ZoomInfo, Aventri, JotForm, Salesforce) e.g. platforms, training, users, passwords and software licenses
- Create and implement strategies to improve end-user experience and customer satisfaction
- Monitor, measure and report on issues and operational performance within agreed formats and timescale
- Support Internal Users
- Manage installations, upgrades and configurations of PCs
- First line of support and help for any IT issues and problems
- Create and constantly review user guides and documentation to support the usage of the different technologies and systems available
- Establish metrics and key performance indicators to effectively monitor and measure
- Manage the CRM system with a keen focus on improving usability, reporting the organisation of our databases
- Develop, maintain, and manage Data Analysis & Reporting to align to the company’s
- strategy and support the different teams (marketing, production, sales and delegates)
- Support Event Operations
- End to end matchmaking process to support delegate and partner growth including
- Data transfer from CRM to matchmaking platform
- Setting up initial systems (event inventory, selections)
- Oversight on selections process - data and reporting
- Matching the partners and delegates according to the criteria
- Generating the individual reports and agendas
- Reacting to the evolution of the attendee lists (new registrants, dropouts, etc)
- Working closely with key stakeholders to generate the necessary reports
- Travel to events in the UK, Europe and North America as necessary, to manage the match making process
- Contribute to activities of all onsite teams as required
- Oversight on the meetings taking place
- Reacting to schedule changes due to non-attendees
- Working closely with key internal stakeholders (the runners) to align priority actions to actual needs
**PERSON SPECIFICATION**:

- Self-starter and be able to work in a fast paced environment
- Demonstrable experience of managing and optimising systems and processes
- Experience as a project manager or a similar role
- Experience of data management - receiving, cleansing, and validating data.
- Excellent verbal and written communication skills and the ability to document procedures and design workflows to improve workplace support
- Proven experience as IT Operations Manager or in similar roles
- ITIL or other relevant qualifications would be ideal
- Ability to manage multiple projects, prioritise, plan and meet deadlines.
- Problem-solving aptitude and keenness to learn new technologies
- Strong analytical, creative problem solving and planning skills to achieve results.
- Ability to manage & create documents which are professional & articulate.
- Ability to handle difficult and demanding customer environments
- 2+ years' experience in relevant IT Service areas.
- 1+ years' experience managing workplace, end-user, or desktop support teams
**Desirable**:

- Bachelor's Degree or equivalent education to support the position.
- Experience working in an event management environment.
- Experience with remote support and collaboration tools for incident logging, service request tracking and asset management.
- Excellent understanding of end-device technologies, including desktops, laptops, mobile devices, printers, etc.
**Salary**: £26,000 - £32,000
**Hours**: 34 per week

**Benefits**: Competitive
**You may have experience in the following roles**: IT Manager, Network Manager, Systems Manager, Technical Manager, Application Delivery Manager, Infrastructure Manager, Systems Engineer, Systems Support Engineer, etc
REF-200901