Technical Services Manager - Group IT

We are seeking a highly-skilled, hands-on Technical Services Manager to lead a small UK-based team consisting of service desk analysts and infrastructure engineers supporting a global multi-site environment.

The successful candidate will be responsible for managing the global IT support function, ensuring the delivery of high-quality technical services.

The role requires a deep understanding of ITIL-based service management, experience with SLAs and KPIs along with strong networking experience and Microsoft hybrid solutions.

About You
Must have a strong technical skillset and come from a background in infrastructure services. Proficiency in networking, coupled with hands-on experience in both on-premises and cloud computing, is crucial. Additionally, must have a history of successfully managing ITIL service teams.

Key Responsibilities:

• Collaborate with the Group Head of IT defining the technical strategy in line with overarching global IT strategy.
• Manage an ITIL-based service function supporting a global multi-site user base.
• Oversee the implementation and adherence to ITIL processes, ensuring service quality and efficiency.
• Defining and managing Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Lead and mentoring the team of service desk analysts and infrastructure engineers.
• Provide technical guidance and support to team members.
• Foster a collaborative and high-performance team culture.
• Provide technical guidance and support to team members.

Technical Overview:

• In-depth knowledge of server administration, virtualization, and cloud technologies.
• Proficiency in managing complex networking environments.
• Cisco network architecture and deployments
• Fortinet Firewall architecture and deployment – including SD-WAN
• Excellent working knowledge Microsoft 365 including Intune and Autopilot.
• Extensive experience in end-user computing support, including desktops, laptops, mobile devices, and software applications.
• Solid understanding of cybersecurity best practices to ensure the security and integrity of IT systems.
• Security vulnerabilities and patch management.

Leadership/Service Management Overview:

• Proven leadership skills with the ability to manage and mentor a diverse technical team.
• Delegate tasks effectively and foster a collaborative work environment to achieve team goals.
• Manage performance reviews and provide constructive feedback to team members.
• Monitor IT system performance and identify areas for optimization and enhancement.
• Ensure all IT services are delivered according to agreed-upon SLAs and KPIs.
• Respond to and resolve escalated IT issues promptly, keeping downtime to a minimum.
• Implement IT service improvement initiatives to enhance customer satisfaction.
• Excellent stakeholder management.
• Stay updated with emerging technologies and industry trends, providing insights and recommendations for system improvements.

Qualifications and Experience:

• Cisco CCNP or CCNA certification
• Fortinet Certified
• Microsoft Azure certifications
• In-depth knowledge of Microsoft 365 including Intune and Autopilot
• ITIL 4 certification - min 2 years’ experience in managing ITIL-based service functions.
• Familiarity with ISO 27001 and Cyber Essentials standards
• Excellent leadership and team management skills
• Effective communication and interpersonal abilities

Eligibility for Employment in the UK

In accordance with current legislative requirements within the UK, any successful applicant must produce verification of their eligibility to live and work in the UK. Such verification should be taken in advance of the employment start date and the applicant will be unable to start in their role until this has been received by Synectics.

Our Commitment to Equality and Diversity

Synectics plc and its subsidiaries are committed to promoting equal opportunities in employment and in our employment policies for recruitment, selection, training, development and promotion. Such policies are in place to ensure that both job applicants and employees of Synectics receive equal treatment regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.