Head of Technical Services | Enhancing Technology Solutions at The Outbound Group
Key Responsibilities
* Working with the IT Service Desk, our consultants and clients you will be taking up a blend of 1st to 3rd line activities under direction from our consultants.
* Provide escalation for 1st and 2nd Line support on IT and Service Desk requests.
* Deal with any issues from the Service Desk.
* Carry out onsite activities for support, installations and troubleshooting where it is not possible to fix remotely.
* Provide ownership and innovation of the Service Desk and enable new features, improvements, and service level agreements.
* Assist and build all our internal support processes and documentation.
* Liaise with 3rd party vendors and triage support tickets between them and our customers.
* Ensure support tickets and incidents are dealt with in a timely manner and within agreed SLA’s.
* Build and maintain relationships with 3rd party suppliers for services such as IaaS, managed printing and software vendors.
* Perform computer / server and software installations.
* Support the ongoing maintenance and stability of IT Services.
* Perform scheduled maintenance and other tasks, often outside of normal business hours.
* Ensure IT system, standards and procedures are maintained throughout the business.
* Carry out daily checks of our customers’ infrastructure, backups and monitoring and action accordingly.
* Help produce and maintain clear and accurate systems documentation for work undertaken by the IT team and in production of user guidance and instructions.
* Engage with various IT Projects.
* Proactively explore new technologies and investigate how they may be utilized with the company.
* Over time, as we expand, we will look to develop a shift pattern to cover a 08:30 – 18:30 operating window with out of hours support as required.
* Support of Microsoft 365 and our cloud environments.
* Cloud configuration and baseline, 365 tenant creation and Azure a must.
* Internal support for our non-technical staff.
* Demonstrate a willingness to undertake professional exams and participate in paid‑for training to support ongoing learning, certification, and technical excellence.
About you
* You will be a confident written and verbal communicator with the ability to build professional relationships with a variety of internal and external stakeholders at all levels.
* Actively contributes and encourages all team members to make useful contributions, responding positively to the contributions of others.
* Identifies when team members need support and provides it.
* Are helpful and treat fellow colleagues with courtesy.
* You will be proactive, take the initiative and deliver an outstanding quality of work.
* Good communicator with excellent telephone and inter‑personal skills.
* Solid experience with Microsoft 365, Windows, MacOS, Citrix, telephony and networking.
* Preferable experience with Autotask, RMM solutions, Watchguard and various endpoint protection solutions.
* Knowledge of HP, Lenovo, Dell hardware and technologies.
* Microsoft certified and ability to carry on with Microsoft and other vendor certifications (paid for by us).
* Experience with ITL and Service Desks.
* Loyal, respectful and a drive for pushing your own career.
* Owns and drives a car.
* Wants to learn and develop cloud knowledge.
Personal Attributes and Skills
* Will take ownership and responsibility for quality and output of work.
* Show attention to detail and initiative to drive work forward.
* Great customer service skills.
* Good email and voice communication skills.
* Polite and punctual.
* Able to actively work with the team and individually.
* Will contribute to the team and responds positively to the contribution of others.
* Understands the importance of technical documents and to develop this skill.
Knowledge & Experience
* 5+ years’ experience in IT Technologies & Support across diverse environments.
* Strong knowledge of troubleshooting desktop and server hardware faults and issues.
* Extensive hands‑on experience with Microsoft Windows Server 2016 and above, including installation, configuration and maintenance of Active Directory, DNS, DHCP, Group Policy, and File/Print services.
* Skilled in managing server roles and features, performing system hardening, and ensuring high availability and security compliance.
* Proficient in server virtualization using Hyper‑V and VMware, including virtual networking, storage configuration and performance optimization.
* Active Directory and Microsoft 365 integration expertise — including hybrid environments, Azure AD Connect and multi‑tenant management.
* In‑depth experience with Microsoft Intune (Endpoint Manager) — deploying and managing devices, compliance policies, configuration profiles, application deployment and conditional access integration with Azure AD.
* Advanced networking experience, including configuration and management of firewalls (e.g., WatchGuard, Fortinet), managed switches, VLAN segmentation and VPN connectivity.
* Strong understanding of LAN/WAN technologies, routing, NAT, QoS and wireless network setups.
* Experience dealing with IT and operational aspects of business mergers, integrations, and system migrations.
* Familiarity with endpoint protection, internet and email security gateways and archiving solutions.
* Proficient with RMM tools, service desk ticketing systems and documentation platforms (e.g., Autotask).
* Experience and knowledge of Azure, M365 and MDM solutions, including tenant setup, policy configuration and security baselining.
* Knowledge of HP, Lenovo and Dell technologies including hardware lifecycle management, imaging and support.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Industries
IT Services and IT Consulting
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