Infrastructure Manager

Salary: £60,000 per year

We are currently looking for an outstanding Infrastructure Mnager for an expanding organisation with locations in Telford, the West Midlands and two other places. This is a newly created role that will be key to the organisation as a whole and is pivotal for their ongoing growth, both internally and externally, with their clients.

As the Infrastructure Mnager your role will be to work with customers (internally and externally) to understand the challenges they face with company solutions with a focus on the environments required, identifying and communicating solutions and enhancing the company knowledge base to increase user knowledge of our solutions. Your particular focus will be on working with customers to proactively plan and deliver the operations builds and maintenance needed to facilitate the customer roll-out projects. You will work in a timely manner, have the ability to prioritise and have a strong awareness of customer update timelines.

You should be enthusiastic, creative and motivated team player who can demonstrate a desire to delight customers through every interaction. In this role you will provide operational advice and support to customers using company products. The solutions can be highly customised and configured to meet customers’ unique needs.

In addition to providing operations support you will also have the opportunity to be involved in developing strategies to improve our customer support offerings, and internal company IT strategy.

You will have excellent knowledge and experience in IT & Business Change to be able to consult end clients in the IT strategies to follow and setting out a roadmap for change.

You will also be able to proactiely manage a small team of Technicians and support staff.

KEY RESPONSIBILITIES:

* Create an inspiring team environment with an open communication culture

* Manage information technology and computer systems across the division providing strategic and transformational direction

* Plan, organize, control and evaluate IT and electronic data operations

* Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance

* Design, develop, implement and coordinate systems, policies and procedures

* Ensure security of data, network access and backup systems

* Act in alignment with user needs and system functionality to contribute to organizational policy

* Identify problematic areas and implement strategic solutions in time

* Audit systems and assess their outcomes

* Preserve assets, information security and control structures

* Handle annual budget and ensure cost effectiveness

* Monitor team performance and report on metrices

* Proactively plan and deliver the build, deployment and maintenance of customer and internal network and environments

* Install New environments, On-Premise, Hosted and cloud

* Manage and prioritise multiple incidents within the team affectively.

* Including appropriate escalation as required to head of support and operations / SLT and business.

* Provide Support and assistance to the entire company team on IT related issues including upgrade of internal equipment and infrastructure as a monthly maintenance window.

* Deliver first class customer service leading to the highest levels of customer satisfaction and monitor other team members to provide this same level of service.

* Maintain internal ticketing information to reflect fully customer maintenance interaction history and forward action plans if not resolved

* Build and maintain third party supplier relationships as needed

* Strong security knowledge across platforms and infrastructure.

PERSON SPECIFICATION

Skills & Attributes

Education & experience

Minimum 5 GCSEs including Maths & English at B or above

Demonstrable experience in managing a team of technical personnel

Have 2-5 years’ experience in an Operations/networking/hardware support within an applications environment

Able to demonstrate how you have applied critical and strategic thinking and analysis to resolve issues

Ability to manage multiple workloads with time critical deliverables individually and for all team members.

Desirable DBA knowledge however not essential.

Previously worked / knowledge of DevOps.

Previous knowledge with CRM online / Azure desirable including cloud hosting platforms.

Skills & Attributes

Microsoft CRM Administration

Microsoft SQL Server Administration

Microsoft SQL Server DB Administration

Microsoft Active Directory Administration

Microsoft O365 Administration

VMWare / Hyper-V Administration

Network Administration

Backup Administration

Ability to read/troubleshoot scripts

Experience and High-level responsibility for security and data protection within a multi-site/multi-tenant network

Proven experience of PC, server and network administration and support, using structured, formal processes and procedures;

Advanced functional knowledge of operating systems, applications, utilities

Installation, configuration, ongoing management and administration of IT equipment

Knowledge of Linux essential

Communication Skills

Excellent interpersonal skills able to develop and maintain rapport, empathy and relationships with all customers externally and internally.

Ability to create clear, unambiguous, and comprehensive ticket updates and other documentation.

Understand, track and report business metrics monthly up to the Leadership Team

Able to manage own work priorities’ along with day-to-day team members workload with regular review.

Able to demonstrate strategic and transformational direction at divisional level

You are expected to obtain and maintain appropriate industry accreditations or product knowledge