IT Manager

WA Consultants is currently recruiting for an IT Manager for an established client near Exeter. This is a permanent, Full time position with the requirement to be onsite 4-days per week.

This is a varied position and the successful applicant will be responsible for the day-to-day IT operation including infrastructure, comms, systems, user support and helpdesk. Our clients platform and communication network is managed in-house and the rest of the focus ICT team is on the applications running in a multi-site POS environment, to improve administration, sales and marketing capability, and overall customer experience when accessing our clients facilities.

Key elements of the role include effective liaison with third-party vendors and facilitating the provision of high-class information and communications technology services to both customers and staff.

Key responsibilities:

Project Management

• Assist in the preparation of (and/or prepare) business cases and specifications for new developments and upgrades for decision makers.
• Lead on ICT tasks within system improvement projects ensuring effective communication with end-users, consulting and involving them throughout the project.
• Ensure project delivery to timescales and budget, plus smooth transition into Helpdesk support.

Service Desk Management

• Oversee an effective IT Helpdesk function, across a range of access channels to provide urgent, normal and out of hours support to end-users to clear SLAs.
• Scope of service to include issue resolution, training, and manage moves, changes, and other minor change control requests. Also effective housekeeping and use/configuration of core systems, undertaking archiving and other responsibilities as necessary.
• Oversee the skills Matrix of the team to ensure all areas of ICT are supported. Identify training needs, facilitate training solutions.
• Ensure there is regular liaison with centre staff to monitor, report and improve performance, service standards and service levels.
• Maintain appropriate levels of documentation including procedures, user notes, manuals etc.

Contract management and Systems Support

• Managing the adherence of third party vendors (infrastructure and systems) to Service Level Agreements and other deliverables.
• Liaise with vendors to ensure service continuity, maintenance and support minimising inconvenience and downtime for end users.
• In liaison with suppliers, maintain and develop an IT disaster recovery plan to ensure operational continuity.

Infrastructure

• Manage Cloud server infrastructure in Azure
• Manage M365 "Office" Portal
• Manage networking stack of Ubiquiti devices, including Routers, Switches, Access Points, CCTV
• Lead on audio visual design and the design, configuration an installation of the Access Control

Management

• Pro-actively review and identify new technologies (including telecommunications solutions), working with vendors and staff to define potential new solutions and better ways of working.
• Participate in the Leadership Team and other working parties to contribute to strategic improvement plans.
• Regular liaison with the Leadership Team regarding systems and customer experience.
• Promote and support growing use of BI tools and data available within systems.
• Exercise sound management of the IT team, including appraisal and development, and ensuring that the team is up to date with current and future technical practice to ensure skills and knowledge are in place.
• Manage the refresh of hardware and software - including telecoms, PCs, printers, multi-functional devices etc., recognising the need to maximise value for money
• Define policies and procedures including Internet access, data protection, email, security, etc. Manage related accreditation's and compliance.
• Skillgate compliancy - ensure all training is completed and kept up to date and responsibility for direct reports

Essential Skills and Qualifications

• Relevant IT qualifications/CPD demonstrated
• Multi-site operation
• B2C environment
• Infectious passion for IT solutions in business
• Cloud public hosted environments
• Application of ITIL
• Network configuration
• Skill to devolve responsibilities and tasks, mentor team, set standards and monitor results
• Drivers licence and access to a vehicle

Desirable Skills

• Retail/POS environment
• Online & app based customer facing services
• Application software expert status/early adopter experience

Please advise on availability and salary expectations on application, for further information, please contact Alexander Wilson.

WA Consultants is an Employment Business and an Employment Agency as described within The Conduct of Employment Agencies and Employment Businesses Regulations 2003.