IT Manager

Summary:

The I.T Manager is responsible and accountable for the overall I.T infrastructure at NoMorePly. This includes Hardware, Software and Resource. Escalation point for the 1st line operator of the internal I.T Helpdesk. Management and collaboration with the I.T partners that engage with NoMorePly. The I.T Manager sits in the Customer Experience Team (CET) to provide support and guidance in relation to systems and processes and aid in the delivery of strategies and objectives.

The I.T Manager Roles and Responsibilities:

o Work closely with the Data Analyst to provide swift and accurate resolution to Internal Helpdesk tickets.

o Trend analysis and reporting on service requests to recommend improvements.

o Manage the relationships between our third party partners and NoMorePly.

o Participate in the CET meetings and activities.

o Manage and measure the utilisation of systems and technology.

o Develop team members within the I.T departments as well as upskilling any other employee’s from a system and technology standpoint.

o Scope, plan and execute I.T related/involved projects.

o Ensure the smooth onboarding of new employee’s; system access, correct equipment etc.

o Oversee the use and development of BI/Analytics tools within NoMorePly, working closely with the Data Analyst.

o Develop the I.T department working towards automation

Area Controls:

o Ensure that SOP’s are being adhered to.

o Management of the I.T Control Desk

o Oversee the I.T Internal Helpdesk and it’s required SLA’s.

o Oversee the I.T Task List.

o Management of the budgets in relation to the I.T Department.

Skills Required:

o Strong organisation and multitasking abilities.

o Logical thinking skills.

o Adaptable, understanding of prioritisation and the triggers involved.

o Desire to learn new skills, features and functions.

o Foundational understanding of relational databases.

o Strong computer skills, including spreadsheet manipulation and report designing.

o Inquisitive, able to identify the root cause of an issue or ask the right questions in response to an inquiry.

Previous experience operating within an I.T Helpdesk alongside previous management experience is essential.

Team and Individual Development:

o Develop the team members in areas of responsibility, using the Departmental Training Matrix to understand the team skill level. Identify gaps in skill level and seek to fill them using either internal resource or 3rd party resource.

o Identify training opportunities that would be a valuable to both yourself and your team members.

o Share knowledge gained from training opportunities with the wider team.

o Develop a sound understanding of how other areas of the business operate, to enable effective support when required.

Area Communication:

o Utilise the CET Report and Issue Solving Tracker to communicate up issues or highlights arising from the I.T Department.

o Maintain a solid stream of communication via the I.T Internal Helpdesk regarding tickets that have been escalated.

Continuous Improvement:

o Encourage the team to come up with improvement ideas and support in all improvement activities.

o Project manage and provide regular updates of progress against any owned initiatives.

o Identify, mitigate and/or escalate any risks to the timeliness or quality of improvement initiatives.

o To be an advocate for continuous improvement.

Pay: £45,000\.00\-£50,000\.00 per year

Work Location: In person

This listing is from Indeed. View original listing ↗