SHM: IT Manager SHM is a small, but highly successful consulting firm based in London. For the last 25 years, we’ve been working with our clients to help them solve complex, human-centred problems. The work we do always connects to people, and it deals often with human motivations and interpersonal relationships. We strongly believe in the uniqueness of what we do – and our clients, which over the years have comprised many of the biggest organisations of the world, tell us time and time again that they bring us their most challenging problems because they believe that only we can solve them. Our clients are now turning to us more than ever to help them overcome some of the most fundamental challenges they have ever faced, and to unlock the new opportunities that come from a period of great disruption. In practice, our work covers four main areas: 1. Customer and consumer behaviours : Developing insights and understanding so that we can influence customer and consumer behaviours; 2. Corporate strategy & change : Using insights into motivations and behaviours to change corporate cultures and set new strategies; 3. Organisational relationship development : Working with companies that are in big operational or outsourcing relationships to ensure those relationships stay healthy; 4. Business-to-business communications : Creating clear and compelling stories aimed at repositioning flagship products, services or initiatives. While the work of the team is very broad, spanning many industries, geographies, and sectors, it also has a clear niche: we focus on the motivations behind behaviours and interpersonal dynamics, and on applying insights from academia to the corporate world. Though we may defy easy categorisation, there’s no denying the success we bring our clients and the quality of our team. And there’s also no denying the challenge and enjoyment we gain from our work. Overview of Role: This role will focus on supporting a small yet busy, fast-paced, high output team who are based in London and all over the world. The IT Manager will provide a first-class IT service and support the smooth running of the office and the home offices of our senior team. IT support: You will work alongside the Head of IT to help the team and be the first point of contact for all IT queries. You will troubleshoot and successfully solve ad-hoc IT queries, always ensuring our people feel supported. You will manage the maintenance and set-up of all the IT equipment including laptops, printers, security systems and phones. You will be confident in supplying equipment that is effective, well maintained and always with the end-user in mind. The role requires strong, technical IT skills including Microsoft Windows Server, Client Technologies, Apple iOS and web hosting. You will need to have skills in monitoring and tuning system performance and security. IT training and process development: You will need to have a thirst for keeping up to date with new technologies, particularly AI and support the Head of IT in creating content for IT guides, policy and training. Skills in implementing and embedding effective AI systems are essential for this role. The IT Manager will also play a role in digitising logs and formalising IT processes. Data management, security, confidentiality and compliance: A strong understanding of GDPR and safe data management are essential for this role. You will ensure all employees are suitably trained and that there are as many measures in place as possible to prevent a breach to ensure we are as data compliant as possible. You will be first point of contact if a breach is suspected and work with the Data Owner/Head of IT. You will be an expert in the most up to date IT security systems and work with the Head of IT to ensure our systems are working effectively and that our people are trained and coached on working with the upmost focus on IT security. You will have a proven track record of working with highly confidential information and ensure it is managed safely, with care and that processes are finessed and documented. This will involve maintaining our compliance log and communicating deadlines and requirements to the Head of IT and the Compliance Committee. Running errands: Our founders and senior team need support with IT and security in their homes and occasionally running errands. You will need to be highly trustworthy and always provide a high-level, bespoke service for our senior team. The ideal candidate : You will have excellent communication skills and the ability to apply the correct diagnostic tools to not only identify issues, but to find the root cause to enable you to fix them. This role would suit an established IT professional who loves challenge, problem solving, helping people and implementing fresh rigour around processes and professionalisation. We are a small company which means we have the chance to get involved with a variety of things and this role will suit someone who is comfortable with working flexibly and thinking outside of the box. IT Manager: Contract detail: Full time/ Permanent Line Manager: This role reports into the Head of IT and the Head of People and Operations Location: Full time in our London offices. Some travel will be required to work in other locations at times to support our founders and senior leadership team Hours: 40 hours per week, 09.00 – 18.00 Direct Reports:N/A DBS: This role is subject to a Basic DBS check Role Summary : Provide a first-class, highly responsive and proactive IT support service Formalise and record IT processes and procedures including maintaining logs and license details Provide insight into new software, hardware, systems and new technologies such as AI Maintain our compliance log and create regular reports for the Head of IT to ensure all systems and approaches comply with our client agreements Apply a technical and analytical approach to identifying and solving IT issues Apply watertight data security and confidentiality measures Core Responsibilities: Provide technical IT support, using strong diagnostic methods to identify and troubleshoot issues and apply appropriate and specific remedies to fix the root cause of any issues Run the sub-interfaces of platforms and the VPN Confidently communicate and train a range of stakeholders on a variety of queries to explain complicated processes with clarity including on GDPR, confidentiality and data security Provide and maintain fit for purpose IT, phone and security equipment and continuously monitor a maintenance register Support the implementation of new software to support processes such as staff expenses Create, collate, update and record key processes for IT ensuring the most up to date industry standards are applied Maintain compliance logs and flag deadlines and requirements to the Compliance Committee and Head of IT Research the most up to date technologies and ensure SHM is at the cutting edge of IT and AI adaptation Ensure data security and confidentiality is managed to the highest standard and is continuously monitored Conduct the annual IT audit in partnership with the Head of IT Update licenses and records and regularly send reports for the Head of IT to flag renewal dates and license status Comply with GDPR and any other legislation that applies to IT data management, confidentiality and data security Maintain an asset register Introduce and manage a room booking system to ensure key events and meetings run harmoniously Core Responsibilities for office support: Carry out basic office maintenance tasks or arrange for professional trades people to do so with minimal disruption to the team Support the IT section of the annual risk assessment and champion health and safety at SHM Core Responsibilities for founders and senior team support: Run occasional IT-related errands for our founders and senior leaders Provide IT and security support for our founders and senior leaders in their residencies in the UK and occasionally overseas Give access to trades people or receive deliveries for our founders and leaders at their residencies Liaise with Personal Assistants, Executive Assistants and the Exec and Projects Enablement Team regarding IT support for founders and senior leaders Additional Activities: Any other duties as required to support the work of SHM Relevant Skills: The successful candidate will be: Quality-driven: You will need to: Have a strong understanding of Microsoft Windows server, Client Technologies and Apple iOS and understand web hosting Have strong skills in monitoring and tuning system performance and security systems Be a rigorous thinker with the ability to solve complex problems and juggle multiple priorities while observing strict confidentiality Strive for continuous improvement and be open to constructive criticism Apply high levels of rigour and attention to detail to both your own work and others’ An excellent written and verbal communicator: Be able to find clarity in processes and create clear and sucinct, written processes and procedures Have the ability to identify and troubleshoot IT issues by listening to users and applying appropriate diagnostic tools and findings Have the ability to present ideas and work to internal and occasionally external audiences with clarity and confidence Be able to troubleshoot and resolve issues at a very high standard and sometimes under pressure Analytical: Have a strong understanding of key diagnostic principles with a passion for getting to the root cause of a problem, rather than just a solution Be able to interpret inputs for issues from a variety of sources, generate insights, resolve issues and where necessary communicate them effectively to the team Support /Observe and participate in meetings and workshops where required Positive and flexible: Approach problems and requests with a highly creative, can-do manner, reassuringly calmly and efficiently Be keen to develop and learn new skills by working with and for the Head of IT Be proactive and flexible, willing to work outside of office hours where necessary A team player: Have a demonstrated ability to work collaboratively in a team and with people at all levels in an organisation Have an interest and keenness to further develop housekeeping procedures and checklists Proficient in basic tools: Be proficient in Windows Server (2019 onwards) / Unix / iOS and Android platforms Be competent in the Microsoft Office suite, including Microsoft PowerPoint and Excel in particular Be competent in Mac 1st/2nd line support, hardware (MacBooks, iPhones, iPads, AV), managing Apple devices Learn how to use Asana and other tools to track and manage projects on a daily basis Qualifications & Experience: Required : A Bachelor’s Degree in Information Technology, Information Systems or Computer Science or equivalent Required : IT specific certifications such as Apple Certifications (ACSP/ACiT) and Microsoft MCSE/role based qualifications or equivalent Required: Recent significant professional IT experience in a similar role or field, ideally with at least 5 years experience in an IT Manager role Required: Strong technical IT management skills Required : Fluency in English