We are seeking a seasoned and hands-on IT Manager to lead our busy Service Desk and our central IT team based in Manchester, overseeing a dedicated group of IT Administrators, IT Support Analysts, and a Senior IT Engineer. The successful candidate will not only provide strategic leadership but also actively contribute to the hands-on delivery of IT services. This role involves working closely with the IT Manager responsible for Systems and Projects to align initiatives and ensure the overall success of our IT objectives.
Responsibilities
* Service Desk Leadership: Direct and manage the Service Desk team, setting performance goals, providing guidance, and conducting regular evaluations.
* Service Desk Leadership: Actively contribute to the delivery of high-quality IT support services and be an escalation point for complex technical problems.
* Service Desk Leadership: Foster a positive and collaborative work environment within the team.
* Service Delivery and Support: Oversee the hands-on delivery of IT support services to end-users.
* Service Delivery and Support: Ensure timely resolution of technical issues and adherence to service level agreements (SLAs).
* Service Delivery and Support: Actively participate in troubleshooting and issue resolution.
* Team Collaboration: Collaborate with the IT Manager for Systems and Mobilization to align IT initiatives and goals.
* Team Collaboration: Work hands-on with other IT teams to ensure seamless integration and communication.
* IT Infrastructure Management: Collaborate with IT Administrators on hands-on planning, implementation, and maintenance of IT infrastructure.
* IT Infrastructure Management: Ensure the security, scalability, and reliability of IT systems.
* IT Infrastructure Management: Actively participate in the development and execution of IT policies and procedures.
* Staff Development and Training: Identify hands-on training needs and actively participate in professional development for team members.
* Staff Development and Training: Keep the team informed about industry best practices, emerging technologies, and relevant certifications.
* Project Management: Lead hands-on IT projects.
* Project Management: Actively participate in project activities, allocate resources, and ensure successful project delivery.
* Project Management: Provide regular hands-on project updates and reports to IT leadership.
* Northern Regional Manager: Oversight of all remote sites and offices in the north of England.
* Northern Regional Manager: Address on-site issues and coordinate with the IT team for effective problem resolution.
* Site Visits: Conduct regular visits to remote sites to assess IT infrastructure, support needs, and overall operational efficiency.
* Site Visits: Establish relationships with on-site staff to understand local IT requirements.
* Service Commissioning and Decommissioning: Take the lead in commissioning new service contracts, ensuring alignment with organisational needs.
* Service Commissioning and Decommissioning: Oversee the hands-on decommissioning of contracts, ensuring a smooth transition to alternative solutions.
* Service Commissioning and Decommissioning: Collaborate with relevant stakeholders to ensure seamless service continuity.
Qualifications
* Bachelor’s degree in Information Technology, Computer Science, or a related field.
* Proven hands-on experience in a managerial role within IT support and service delivery.
* Strong hands-on leadership and team management skills.
* Excellent hands-on knowledge of IT systems, networks, and infrastructure.
* Demonstrated ability to manage multiple priorities hands-on and deliver results.
* Strong hands-on communication and interpersonal skills.
Preferred Skills
* Relevant hands-on certifications such as ITIL, PMP, or equivalent.
* Hands-on experience with IT project management and execution.
* Familiarity with hands-on cloud computing technologies.
* Knowledge of hands-on cybersecurity best practices.
Working Conditions
* This role may require occasional hands-on travel to support on-site activities or attend meetings.
* Flexibility in working hours to accommodate hands-on project deadlines and operational needs.
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