IT Operations Lead (Ref: V797)


Posted: 14/10/2019


Full time

£ up to £30,000

The Optionis Group is one of the UK’s most successful professional services companies, and we are looking for an IT Operations Lead to join our growing IT department.

In the coming weeks, we’re due to go live with a programme of projects which will see us invest £4million into our IT function. As an IT Operations Lead, you’ll primarily be responsible for managing a small IT support team which provides application and desktop support to over 600 employees across the Optionis Group.

You will need to be confident in line managing team members whilst also using your experience and technical knowledge to be an integral part of the IT Operations team.

The key responsibilities for the role will include, but are not limited to:

Manage incident, problem, service request and change volumes for service desk and application support requests.

Providing 2nd/3rdline support for all Optionis brands.

Part of an on-call rota supporting the business outside of core business hours.

Support key business functions including Accountancy, Payroll and Tax. Investigate complex system issues across both bespoke and packaged solutions. Drive through resolutions and escalate to 3rd party suppliers when necessary.

Implementing ITIL processes into the service desk and identifying areas where this would add value.

Ensure that staffing and skill levels are maintained throughout operational hours by managing shift and staffing schedules.

Establish and maintain an excellent relationship with key stakeholders.

Manage resolution according to agreed SLAs and KPIs.

Ensure that the IT Operations team are providing pragmatic solutions for all issues raised.

Undertake HR and people management activities as needed, including pay, discipline, absences and performance reviews.

Carry out regular team 1:1’s, develop and manage staff appraisal and personal development and training plans.

Produce regular statistics, and KPI reports for IT Management.

Represent the IT Operations team in meetings.

Take accountability for all IT Operations processes and procedures ensuring that they are relevant, visible, understood and followed by all staff.

Take ownership of the Major Incident process ensuring that all Major Incidents are quickly escalated and prioritised appropriately.

Perform briefings to their team on support issues, changes or deployments that may affect volumes and work patterns.

Act as a technical lead and escalation point for complicated incidents.

Lead by example to ensure that excellent service and quick resolution is provided to all clients.

Mentor junior members of the team.

Act as a technical lead and escalation point for complicated incidents.

Lead by example to ensure that excellent service and quick resolution is provided to all users.


Person Specification

The ideal candidate will have a good balance of technical knowledge and team leader skills; they should have:

Experience working in a similar role managing a team.

Experience providing 2nd/3rd line technical support.

ITIL Accredited or working within ITIL frameworks.

Experience of owning major system application upgrades.

Strong T-SQL knowledge for diagnosing application and integration issues.

Good working knowledge of Windows / Server / Office 365 / SQL Server.

Experience working with Office 365 including setup, configuration and management (Preferred).

Apply now

To apply, please upload your CV and Cover Letter and submit your details below.

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