IT Services & Support Manager

The Role

To ensure a seamless and stable member experience across all UK based locations through the proactive support and management of technical systems. You will lead a team working on IT Support and take ownership of the Service Desk ITSM service and key improvement programs. You will work with relevant external suppliers to find appropriate hardware & software solutions, providing options and business cases to the IT Leadership team as required.

Main Duties

  • Management of the London based IT & AV team. Scope is all UK sites, excluding Soho Farm
  • Create monthly/weekly rosters for the staff to maximise their time
  • Ensure sufficient IT & AV resource is available for the sites
  • Take personal ownership of support for all staff in the London Strand HQ, using appointed support agencies as available
  • L1 & L2 support and troubleshoot issues for (including, but not limited to):
  • Business applications; cloud, hosted and on-site o Software
  • Network Connectivity
  • Wi‑Fi
  • Telephones o Printers o TVs o Sound Systems
  • CCTV
  • Meeting rooms o Device support (Laptops (PC/MAC), iPhones, iPads)
  • Have knowledge and support of company applications; assist the operation with setting up and configuration
  • Proactive support through routine checks, audits and site visits
  • Particular focus on support for C‑Suite and their Personal Assistants
  • Ensure all locations have a clean and tidy equipment room and cabinets/racks
  • Check that all equipment is well maintained and performing preventative maintenance where necessary
  • Support user access; creating, auditing, changing and deleting user accounts as required
  • Evaluate and flag software, hardware, processes and configurations if they are not in line with best practise, InfoSec, legal requirements (e.g.: PCI‑DSS, GDPR), company standards and H&S
  • Assist with new installations, refurbishments and openings of sites
  • Work with third parties and suppliers to manage cases on behalf of end user, ultimately being the technical liaison
  • Use ServiceNow for all reports and manage the teams workload and SLAs as the point of escalation
  • Focus on continuous improvement and proactively seek to reduce number of tickets by recommending the removal of underperforming vendors or identifying kit/software that may fail
  • Be the escalation point for team and reporting line to senior management
  • Collaborate with US, Europe and Asia house IT support teams to deliver a consistent global approach
  • Collaborate with Service desk and 3rd line support teams to ensure support calls are managed and effectively triaged through knowledge sharing, collaboration and development of ITSM tools

Benefits

  • Every House Membership
  • 50% off Food & Drink, 7 days a week
  • Staff Room Rates
  • Private Health and Dental Care
  • Weekly Pay
  • Life Assurance
  • Up to 50% Staff Discount on Cowshed & Soho Home
  • In Office Dog Policy
  • Season Ticket Loan
  • Christmas Office Closure
  • In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice
  • Free Counselling Sessions
  • Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate
  • Continuous training to develop yourself personally and professionally
  • Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
  • Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
#J-18808-Ljbffr Salary: GBP 36000 - 60000 per year
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