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REF: PR/011111_1540286145

Technical Lead: Infrastructure & Support

Job Description

Technical Lead: Infrastructure & Support


We are working with a young, innovative and fast-growing MSP & MSSP that delivers top-tier IT infrastructure and support to a demanding SME client base. We specialise in running IT systems where security, reliability and performance are of utmost importance.
Clients in industries ranging from financial services, legal, consulting & coworking rely on our services and support to run their critical business infrastructure and provide them with IT service management as well as managed security services (outsourced SOC).
Our business is growing rapidly, and our service portfolio is becoming more sophisticated. We are looking for an IT Infrastructure / Operations leader to join our team to maintain and mature our operations, and lead, scale and develop our team.
This will be a challenging and rewarding one, with excellent growth prospects given our size & velocity. You will be part of not just the family but also part of the extended family for our clients, with whom we have very close working relationships.

If you want to build up an amazing breadth of experience dealing with all aspects of an IT organisation, you're in the right place. No two days will be the same here.


*Lead, coach and motivate our technical staff across all technical areas and provide hands-on Subject Matter Expert level support when needed.
*Develop goals and objectives for individuals and team that drive company objectives
*Champion the delivery and continuous improvement of our ITSM functions, (Capacity, Change and Problem Management (internally & with suppliers) to improve quality in delivery
*Promote learning, development and sharing of knowledge within and outside of the team
*Encourage and act on any opportunities to improve the way that we deliver services to our clients, for example deeper automation, simplification of process or better communication
*Contribute to the constant improvement of our product & service portfolio by keeping abreast of industry best practices and being in tune with client needs.
*Act as a formal point of escalation for clients when required, especially where technical detail is necessary to be shared and bring back learning to our teams
*Own the day-to-day Supplier Management of key technology suppliers with a view to improve effectiveness, capability and value from these relationships
*Ownership of the operation and effectiveness of our RMM monitoring tools and platform, including the development of those tools / platforms.
*Contribute to the improvement of documentation, policies and procedures
*Contribute to the adoption and creation of internal and external technical standards
*Assist in developing project specifications and proposals and responding to RFPs
*Ensure that the quality of our work is nothing short of first class - every ticket, task & project.

Key Skills & Experience:

*Management or leadership experience in a complex IT environment (on-premise and cloud)
*High level of technical knowledge, able to be credible when working with experts
*Demonstrable experience in implementation or management of technical functions within an ITSM environment, ideally ITIL and its operational deployment
*Able to lead a team to produce the highest quality of service and results while operating in a busy and changing working environment
*Leadership, enthusiasm and an innate desire to drive the development of teams and inspire confidence and trust from the Support Team, fostering the values of ownership, responsibility and professionalism
*Confident and diplomatic communicator, essential for the effective management of client communications from written through to face-to-face
*Combine being disciplined, organised and self-motivated, with adaptability and creativity
*Naturally open and sharing of knowledge, contributes to technical discussions and always acting to learn and share.

Demonstrable technical competencies:

*Implementation, migration, support, security & compliance on Office 365 & G Suite
*Desktop (Windows & Mac) & Server (Windows): implementation, migration, support, security & compliance
*Device management: desktop, laptop & mobile device management to optimise security, reliability & performance
*Cybersecurity: firewalls, endpoint protection, cloud security, encryption, email protection
*Networking: Routing, firewalling, DNS, DHCP
*Basic scripting / coding capabilities (Powershell, HTML, javascript)

Your values:

*You like helping people: this is fundamental to the role. Our valued clients and team members need to know that they are receiving the most professional, friendly & efficient support possible.
*You enjoy solving problems, taking on challenges and finding creative solutions. You are resourceful, unblockable and relentless. You will find the right solution quickly. You have your eye on the ultimate goal and the will to find a way. No excuses, no blame. The buck stops with you.
*You don't crack under pressure: we work hard to ensure that things run well on networks we manage, but there will be unexpected problems. Outages and downtime can be a stressful time - you need to keep your cool.
*You are passionate about technology and have a vision about how we can use technology to help our clients achieve their goals.

Career development:
We are constantly upgrading our skills and will invest in on-going training & qualifications for our team.

Desired qualifications:
IT Degree, Vendor specific (Microsoft, Cisco etc), ITIL, IT Security, Project Management

Salary / Benefits
Salary up to £55k per annum
Other benefits: private medical cover, location-flexible working.

The JM Group is operating and advertising as an Employment Agency for permanent positions and as an Employment Business for interim / contract / temporary positions. The JM Group is an Equal Opportunities employer and we encourage applicants from all backgrounds.