IT Services & Support Manager

To ensure a seamless and stable member experience across all UK based locations through the proactive support and management of technical systems. You will lead a team working on IT Support and take ownership of the Service Desk ITSM service and key improvement programs. You will work with relevant external suppliers to find appropriate hardware & software solutions, providing options and business cases to the IT Leadership team as required.

· Management of the London based IT & AV team. Scope is all UK sites, excluding Soho Farm

· Create monthly/weekly rosters for the staff to maximise their time · Ensure sufficient IT & AV resource is available for the sites

· Take personal ownership of support for all staff in the London Strand HQ, using appointed support agencies as available

· L1 & L2 support and troubleshoot issues for (including, but not limited to):

o Business applications; cloud, hosted and on-site o Software

o Network Connectivity

o Wi-Fi 

o Telephones o Printers o TVs o Sound Systems

o CCTV

o Meeting rooms o Device support (Laptops (PC/MAC), iPhones, iPads) 

· Have knowledge and support of company applications; assist the operation with setting up and configuration 

· Proactive support through routine checks, audits and site visits

· Particular focus on support for C-Suite and their Personal Assistants 

· Ensure all locations have a clean and tidy equipment room and cabinets/racks

· Check that all equipment is well maintained and performing preventative maintenance where necessary 

· Support user access; creating, auditing, changing and deleting user accounts as required

· Evaluate and flag software, hardware, processes and configurations if they are not in line with best practise, InfoSec, legal requirements (e.g.: PCI-DSS, GDPR), company standards and H&S 

· Assist with new installations, refurbishments and openings of sites

· Work with third parties and suppliers to manage cases on behalf of end user, ultimately being the technical liaison 

· Use ServiceNow for all reports and manage the teams workload and SLAs as the point of escalation 

· Focus on continuous improvement and proactively seek to reduce number of tickets by recommending the removal of underperforming vendors or identifying kit/software that may fail

· Be the escalation point for team and reporting line to senior management

· Collaborate with US, Europe and Asia house IT support teams to deliver a consistent global approach

· Collaborate with Service desk and 3rd line support teams to ensure support calls are managed and effectively triaged through knowledge sharing, collaboration and development of ITSM tools