IT Service Operations Manager / Specialist

Come and join the UK’s 4th largest independent provider in neuro and mental healthcare. We proudly employ over 4000+ people - no matter what your experience, we have jobs for everyone.

We'd like you to join us as a IT Service Operations Manager / Specialist at Active Care Group working remotely. The Active Care Group IT department is undergoing a rapid transformation with the objective to consolidate and standardise our infrastructure and operations processes in a scalable way to enable and support the planned rapid growth of the business.

Reporting into the Head of IT Infrastructure we are seeking a candidate that will focus on the day to day operations working to provide an excellent IT experience to our organisation. The candidate must be customer service driven and be prepared to do whatever it takes to ensure smooth running IT services.

The role is responsible for ensuring that the core Infrastructure functions are performed, that all systems are secure, monitored, backed up and patched. The candidate will work with our 3rd party suppliers (Service desk, Managed Print, Network Providers, Data Cabling) to ensure that the day to day needs of Active Care Group are being met reviewed and improved.

What you'll be doing:

Operations - Ensure that any major incidents are tracked, reported and communicated - Manage Supplier relationships covering 3rd party support and outsourced consultancy - Ensure that all systems are effectively monitored across the IT estate - Ensure that all systems are backed up and regularly reviewed - Ensure all Infrastructure systems are in support - Ensure that all systems are regularly patched and compliant with security policies - Ensure that the Asset Database is maintained and up to date - Manage the BCP recovery tests and maintain documentation for the process - Regularly review system permissions for internal and external teams - Operate within an ITIL framework to support the daily operation of IT services - Own the desktop and server build definition and maintain all computers within the security profile of the business - Maintain security across the network according to industry best practice

Implementation - Evaluate and recommend improvements to existing technology to support the business needs - Produce project scopes for the implementation of new Infrastructure projects, accounting for resources, costs and timescales - Work with users and vendors to ensure testing, user training and documentation is completed in line with business standards - Define and implement a Asset Database - Define and implement BCP Templates - Re-implement Microsoft Intune - Implement a patching strategy

Support - Act as a point of escalation for the organisation for any service impacting issues - Manage the escalation of incidents within the business and ensure OLA and SLAs are met - Provide assistance and education to end users - Document processes for the infrastructure team core activities - Raise the technical competence of lower tier support functions - Ensure that all Network, Server or Telephony related problems are managed by 3rd party suppliers to the swiftest resolution in line with SLA

What you'll have:

Essential - A flexible , positive, service orientated outlook - Excellent interpersonal skills, able to operate at all levels of the business - Good written, verbal and presentation skills - A strong determination to succeed with the ability to maintain focus in a pressured environment - The ability to research and implement systems independently - An analytical approach to problem solving - Service desk management experience - Reliability, judgment and attention to detail - Experience with the following technologies: - Supporting Windows architecture - Supporting LAN equipment - Supporting WAN Services (particularly SDWAN) - Supporting Microsoft M365 - Supporting Microsoft Azure

Desirable - Experience managing 3rd parties - Some or all of the following - Cisco CCNA or equivalent knowledge - Microsoft MCSE, MCITP or equivalent knowledge - Knowledge of VOIP telephony - Knowledge of HP Hardware - Fortigate Firewall Experience - Meraki Experience - Previous experience of working within a fast paced private healthcare environment

We also want to ensure that individuals with disabilities are provided reasonable facilities to participate in job applications or interviews to perform essential job functions. To support this, we are a Disability Confident committed employer.

Other Requirements of the Role - Occasional travel will be required to our sites within the UK or to attend meetings - Out of hours support and occasional weekend work will be required (including unsociable hours) - Stays away from home will be periodically required

What to look forward to: - 25 days plus bank holidays - Birthday off - Join the Active Learning Hub and benefit from a wide range of e learning and face to face training and development opportunities - Active Reward App giving discounts and savings on your weekly shop - Free 24 hour confidential Employee Assistance Programme Helpline & App to support with legal, health, wellbeing, relationship and consumer advice - A Nest Personal Pension account - Access to join a Medicash Health Plan for you and your family to save money on everyday health essentials – like going to the dentist or opticians - We recognise outstanding Active Behaviours via the Active Awards programme - Enhanced Sick & Maternity Pay benefits - Refer a Friend Scheme and earn yourself up to £1000 by recommending someone you know - ……and, of course, the support and guidance of our qualified clinical and business leadership teams so that you can really develop your career with Active Care Group