Ict Service Manager

ICT Service Manager opportunity to join a highly respected and well know UK Charity. This role ensures the smooth running of the day-to-day ICT infrastructure as well as strengthening the organisation's ICT capability. The primary objective of the role isto ensure that effective technical support and service delivery is provided throughout the organisation through sound management of the ICT support function.

The role also is responsible for developing, implementing and maintaining ICT related policies and procedures including: change management approaches; supplier management; asset management and procurement.

You will be responsible for managing the day-to-day ICT Operation from 1st line user support to managing the servers, network, desktop, mobile and phone estate with suppliers, ensuring the levels of customer service is delivered within service level agreements.

This in turn will involve working closely with the Head of ICT & Web services to plan, develop and deliver the appropriate ICT service provision, network designs and architecture that best supports the activities of the organisation.

**Salary - up to £46,000 + Benefits - Hybrid (1 day per week in the London office + remote)**

**Key Responsibilities**
- To manage the hands on delivery of the ICT support service, to agreed service levels and budgets.
- Own the ICT helpdesk systems and asset management tools; be responsible for managing and prioritising the diagnosis and resolution of operational requests logged on the helpdesk.
- Pro-actively monitor, control and support ICT service delivery; working with users to ensure systems, methodologies and procedures are in place and followed.
- To monitor and report on system uptime, capacity and availability against KPIs and SLAs; publish service delivery performance metrics.
- Own and manage continual service improvement plans (CSIPs) to ensure contracted services are delivered to the agreed level and quality.
- Manage external suppliers of software and hardware support and maintenance; lead on internal and third-party service reviews.
- Manage the installation of new desktop/mobile hardware and related software and implement new releases of desktop/mobile images.
- Ensure network and infrastructure documentation is developed and maintained.
- Develop knowledgebase, documentation and training for new and existing features to customers.
- Oversee the production of handover to BAU documentation with Project managers and ICT development staff.
- Provide project management for ad-hoc ICT projects; contribute to ICT budget planning process.
- Deputise for the Head of ICT & Web services.

Knowledge, Skills & expertise

**Essential**

Passion for good customer service.

Experience of managing support desk staff

Windows Desktop and Server operating systems 10/2016 upwards

Office 365 - Exchange online, Azure AD and teams/SharePoint

VOIP telephony systems and Apple mobile devices

Networking, switches, firewalls and routers

Troubleshooting and asset management

Management of third-party suppliers

Good interpersonal skills with the ability to communicate verbally and in writing

Excellent analytical and problem-solving skills

Ability to work in a dynamic fast changing environment

Knowledge of compliance - e.g. GDPR

Energy, Drive & Initiative

Commercial Awareness

Judgement and leadership skills

Planning and project management skills

Technical skills

Decision-making skills

**Desirable**:
ITIL and/or Prince2 foundation

Degree in computer science or related field.

VmWare/Vsphere - virtualisation

Azure cloud delivery services

Cisco Meraki

Computer Futures, a trading division of SThree Partnership LLP is acting as an Employment Agency in relation to this vacancy | Registered office | 1st Floor, 75 King William Street, London, EC4N 7BE, United Kingdom | Partnership Number | OC387148 Englandand Wales