IT Services Manager

Job Title: IT Services Manager

Location: Newcastle Upon Tyne

Salary: Up To £40k Per Annum

Job type: Full Time, Permanent

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 +80. 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.
• 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.

Knowledge, Skills & Experience;

• Understanding Cyber Security and Security principles.
• Excellent communication style, able to keep calm under pressure and defuse difficult customer situations.
• 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
• Perk box 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

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of: IT Helpdesk, IT Support Manager, IT Support, IT Support Technician, ICT IT Service Desk Manager, IT Systems Manager, ICT Technician, IT Systems Support, IT Technician, Information Technology may also be considered for this role.