General Information

Business Unit: Head Office

Department: Head Office - IT

Description and Requirements

This position will manage the IT support experience provided to the organisation ensuring all staff have the right technology tools to support their roles.

The position requires a leadership approach that is collaborative, with an ability to work with other stakeholders and respond to the IT support needs of the organisation in a customer focused manner.


·         Oversee the IT infrastructure and support operations working with both external & internal resources

·         Manage the relationship with Internal stakeholders ensuring high satisfaction for support services.

·         Monitor infrastructure performance levels to ensure SLAs are met and identify areas for improvement.

·         Prevent and respond to areas of risk in the IT Infrastructure environment.

·         Ensure policies and procedures are developed and followed as needed to meet audit, risk/security and compliance requirements.

·         Manage vendor relationships and performance against contract.

·         Manage Disaster recovery preparedness and testing

·         Manage the development, review and update of Infrastructure systems to ensure their usability and reliability for the organisation

·         Provide analysis and reporting on performance as required.

·         Ensure Support & Infrastructure projects are delivered within time frames and on budget

·         Ensure detailed documentation is maintained across all system components

·         Negotiate with vendors, contractors and other third-party suppliers as required

Skills and experience

·         IT industry experience

·         Experience in managing teams / vendors in the administration of Virtual Desktops, SOE, Office 365, MDM (Airwatch), VOIP, Video Conferencing, Microsoft AD environments, network management, back-up and archive, storage and Disaster Recovery.

·         Understanding of network services, authentication services, mail and web gateways, servers, storage, telephony, video conferencing.

·         In-depth experience in infrastructure management; including planning, monitoring and utilisation of IT management tools

·         Strong communication and leadership skills

·         The ability to grow and develop team performance

·         Proven experience in budget management

·         Relevant industry certifications eg MCSE, CCNA, CISSP, CISM

·         Experience managing different environments including on premise, SAAS, PAAS, IAAS

·         Strong stakeholder engagement skills

·         Strong commercial skill to manage Vendor relationships.

Experience any of the following would be considered an advantage:

·         ITIL V3

·         Azure or AWS certifications / experience