IT Service

• Responsible for the smooth running of IT service in line with ITIL v4 best-practice including service level management, incident management, service request management, change enablement and problem management.
• Providing 2^nd and 3^rd line technical support to all users on systems/services including but not limited to:
  • Hardware/devices: desktops, laptops, servers, phones, desk phones, conference devices, franking machine, printers, and photocopiers;
  • Software: Windows 10 and above, macOS Catalina and above, Windows Server 2016 and above, standard desktop applications, specialist applications and mobile applications;
  • Network: cabling, patching, routers, switches, wireless access points and VPN.
• Overseeing the IT service management system by organising, planning, and prioritising IT support and project tickets.

Operations

• Responsible for the day-to-day running of the IT operation.
• Proactively identifying and resolving issues to improve the IT operation.
• Creating policies, processes and procedures and contributes to the IT knowledgebase.
• Responsible for the IT asset management lifecycle.
• Ordering IT equipment and supplies from approved suppliers and vendors.
• Providing advice and guidance to end-users on cyber security, data protection, and policies.
• Helping end-users get the best out of the in-house business systems by working with them to understand their requirements and delivering the best possible solution in each case.

Infrastructure and Systems

• Responsible for the company’s IT infrastructure including but not limited to:
  • Desktops, laptops, phones, desk phones and conference devices;
  • Servers, NAS, and SAN;
  • Routers, firewalls, access points and switches;
  • Printers, photocopiers, and franking machines.
• Responsible for IT systems resilience ensuring technologies such as RAID, backups, failover, security systems etc. are in place and maintained.
• Creating and maintaining the IT disaster recovery and resilience plan.
• Supporting the client hardware and server infrastructure including setup, maintenance, patching, troubleshooting, upgrades, backups and restores.

Cyber Security

• Managing the cyber security strategy.
• Managing a cyber security response plan.
• Organising, hosting, and taking part in yearly table-top exercises to test the cyber security response plan.
• Organising quarterly cyber security awareness sessions and phishing campaigns.
• Ensuring compliance with Cyber Essentials+ and IASME Gold and recertifies yearly.

Data Protection/Information Security

• Responsible for the company’s compliance with the UK GDPR and other relevant data protection laws.
• Assisting the DPO with the maintenance of the company’s Record of Processing Activities (RoPA), Data Protection Impact Assessments (DPIAs) and Legitimate Interest Assessments (LIAs).
• Conducting regular GAP analysis and identifies issues for remediation.
• Developing policies, procedures and documentation relating to data protection and information security.
• Ensuring relevant staff are trained and aware of data protection and information security policies.

Other

• Actively committed to own development by keeping up-to-date with latest technology and industry events.
• Representing the IT Team and company in a professional manner with both internal and external stakeholders and by doing so reflecting the values and personality.
• Undertaking any other duties that may reasonably be required.

Experience, Skills and Qualifications

• Significant IT experience with notable experience at senior/management level.
• Technical knowledge of servers, client operating systems, standard desktop applications and mobile applications.
• Experience in leading IT projects.
• Strong critical thinking and decision-making skills.
• Excellent communicator.
• Able to work independently and as part of a team.
• Approachable and helpful by nature.
• Driving licence.
• Knowledge of data protection laws (UK/EU GDPR, DPA 2018, PECR etc.).

Desirable

• Microsoft Certified Professional (MCP).
• University degree in an IT/computing related subject.
• Customer service/IT service delivery experience.
• ITIL 4 Foundation accredited.

TMM Recruitment INDIT

Email:IT_Team@tmmrecruitment.com