IT Services Manager

Newcastle Upon Tyne, Tyne And Wear
TSG

About the role;

The IT Manager role is a standalone role where you will take accountability for owning, managing, and supporting TSG’s critical IT Infrastructure, ensuring efficient, modern, secure, and reliable services and platforms.

Who are we?

TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of . Our values are Team TSG, Service Excellence and Shared Growth, these sit at the core of our business helping us to achieve our mission.

Why should I work for TSG?

It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the ‘UKs Top 50 Best Large Companies‘ and one of the ‘Top 15 Technology Companies‘ to work for. In addition, we have been awarded a 2 star accreditation for ‘Outstanding‘ employee engagement.

Here’s why;

• Our open and honest culture where feedback is taken on-board and acted upon
• The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
• Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have decided to make it a yearly event
• Two paid CSR days per annum that you can use towards giving something back
• Our charity fundraising – TSG have raised over £20,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own ‘TSG Foundation’
• Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
• Flexible working policy
• Relaxed dress policy
• Excellent progression opportunities, training and support, including recognised qualifications

Job responsibilities will include, but are not limited to;

• Measure and monitor service management delivery against established key performance indicators.
• Manage Incident and Request Management ensuing correct categorisation, prioritisation, investigation, and resolution of incidents.
• Manage Change Management processes to ensure coordinated changes release are performed as well as retrospective reviews and improvements.
• Manage Asset Management processes ensuring inventory is kept up to date.
• Assist with the completion of internal IT tickets.
• Assist with Problem Management analysis of tickets looking for trends and root causes of incidents.
• Deploy and develop technical solutions using Security-by-design principles.
• Work in partnership with Information Security function to maintain IT risk register and governing process.
• Assist with Business Continuity ensuring recovery plans are maintained for all systems hosting critical processes.
• Play a technical role in tabletop exercises and assist the business when responding to Security incidents
• Develop maintenance schedules to ensure that the infrastructure is fit for purpose, and to reduce risks of system outage.
• Identify potential areas of weakness in Infrastructure and implementing strategies to address risks.
• Manage the roll out/upgrade of replacement IT assets.
• Ensure that TSG are appropriately and legally licensed for all software applications in use.
• Work in partnership with Information Security function to maintain TSGs Information Asset Register.
• Drive improvements by keeping abreast of developments and best practices then championing initiatives which would allow the delivery of a better or more efficient service.
• Work with stakeholders to ensure the delivery of projects and initiatives.
• Drive continuous improvement initiatives across our target operating model.

Knowledge, Skills & Experience;

• Ideally educated to a degree level.
• Appropriate Microsoft certifications beneficial.
• Understanding Cyber Security and Security principles.
• Excellent communication style, able to keep calm under pressure and defuse difficult customer situations.
• Flexibility and ability to adapt to changing environments and new challenges.
• A detail-oriented person who can identify risks and issues and devise mitigations.
• An inquisitive individual, keen to investigate the root cause of issues and use their understanding of software systems to methodically work through problems.
• Minimum 3 years’ experience in Infrastructure roles.
• Strong understanding of core Microsoft technologies such as Active Directory, Office 365, MDM, Azure.
• Experience of PowerShell to manage Azure/ 365.
• Strong understanding of Security and best practices.
• Experience of networking systems, including switching, VOIP, wireless, firewall and WAN technologies.
• Familiarisation working in GDPR, ISO27001 and NIST-based environments.

Benefits;

• Company bonus scheme
• 25 days annual leave + public holidays
• Life assurance 4 x Salary
• Contributory pension scheme at 4% matched
• Electric Vehicle Salary Sacrifice
• Perkbox discounts
• Paid CSR Days
• Company sick pay
• Income protection cover
• Enhanced Maternity and Paternity pay
• Home-based and hybrid opportunities
• Long service benefits including increased annual leave accrued with service
• Cycle to work scheme
• Employee recognition scheme

If this sounds like the role for you, please apply today to be considered.