London
SHM: IT Manager Below covers everything you need to know about what this opportunity entails, as well as what is expected from applicants. SHM is a small, but highly successful consulting firm based in London. For the last 25 years, we’ve been working with our clients to help them solve complex, human-centred problems. The work we do always connects to people, and it deals often with human motivations and interpersonal relationships. We strongly believe in the uniqueness of what we do – and our clients, which over the years have comprised many of the biggest organisations of the world, tell us time and time again that they bring us their most challenging problems because they believe that only we can solve them. Our clients are now turning to us more than ever to help them overcome some of the most fundamental challenges they have ever faced, and to unlock the new opportunities that come from a period of great disruption. In practice, our work covers four main areas: • Customer and consumer behaviours: Developing insights and understanding so that we can influence customer and consumer behaviours;, • Corporate strategy & change: Using insights into motivations and behaviours to change corporate cultures and set new strategies;, • Organisational relationship development: Working with companies that are in big operational or outsourcing relationships to ensure those relationships stay healthy; Overview of Role: This role will focus on supporting a small yet busy, fast-paced, high output team who are based in London and all over the world. The IT Manager will provide a first-class IT service and support the smooth running of the office and the home offices of our senior team. IT support: • You will work alongside the Head of IT to help the team and be the first point of contact for all IT queries., • You will troubleshoot and successfully solve ad-hoc IT queries, always ensuring our people feel supported., • You will manage the maintenance and set-up of all the IT equipment including laptops, printers, security systems and phones., • You will be confident in supplying equipment that is effective, well maintained and always with the end-user in mind. The role requires strong, technical IT skills including Microsoft Windows Server, Client Technologies, Apple iOS and web hosting., • You will need to have a thirst for keeping up to date with new technologies, particularly AI and support the Head of IT in creating content for IT guides, policy and training., • Skills in implementing and embedding effective AI systems are essential for this role., • A strong understanding of GDPR and safe data management are essential for this role., • You will ensure all employees are suitably trained and that there are as many measures in place as possible to prevent a breach to ensure we are as data compliant as possible., • You will be first point of contact if a breach is suspected and work with the Data Owner/Head of IT., • You will be an expert in the most up to date IT security systems and work with the Head of IT to ensure our systems are working effectively and that our people are trained and coached on working with the upmost focus on IT security., • Our founders and senior team need support with IT and security in their homes and occasionally running errands. You will have excellent communication skills and the ability to apply the correct diagnostic tools to not only identify issues, but to find the root cause to enable you to fix them. This role would suit an established IT professional who loves challenge, problem solving, helping people and implementing fresh rigour around processes and professionalisation. We are a small company which means we have the chance to get involved with a variety of things and this role will suit someone who is comfortable with working flexibly and thinking outside of the box. IT Manager: • Contract detail: Full time/ Permanent, • Line Manager: This role reports into the Head of IT and the Head of People and Operations, • Location: Full time in our London offices. Some travel will be required to work in other locations at times to support our founders and senior leadership team, • Hours: 40 hours per week, 09.00 – 18.00, • Direct Reports:N/A, • Provide a first-class, highly responsive and proactive IT support service, • Formalise and record IT processes and procedures including maintaining logs and license details, • Provide insight into new software, hardware, systems and new technologies such as AI, • Maintain our compliance log and create regular reports for the Head of IT to ensure all systems and approaches comply with our client agreements, • Apply a technical and analytical approach to identifying and solving IT issues, • Provide technical IT support, using strong diagnostic methods to identify and troubleshoot issues and apply appropriate and specific remedies to fix the root cause of any issues, • Run the sub-interfaces of platforms and the VPN, • Confidently communicate and train a range of stakeholders on a variety of queries to explain complicated processes with clarity including on GDPR, confidentiality and data security, • Provide and maintain fit for purpose IT, phone and security equipment and continuously monitor a maintenance register, • Support the implementation of new software to support processes such as staff expenses, • Create, collate, update and record key processes for IT ensuring the most up to date industry standards are applied, • Maintain compliance logs and flag deadlines and requirements to the Compliance Committee and Head of IT, • Research the most up to date technologies and ensure SHM is at the cutting edge of IT and AI adaptation, • Ensure data security and confidentiality is managed to the highest standard and is continuously monitored, • Conduct the annual IT audit in partnership with the Head of IT, • Update licenses and records and regularly send reports for the Head of IT to flag renewal dates and license status, • Comply with GDPR and any other legislation that applies to IT data management, confidentiality and data security, • Maintain an asset register, • Carry out basic office maintenance tasks or arrange for professional trades people to do so with minimal disruption to the team, • Run occasional IT-related errands for our founders and senior leaders, • Provide IT and security support for our founders and senior leaders in their residencies in the UK and occasionally overseas, • Give access to trades people or receive deliveries for our founders and leaders at their residencies Any other duties as required to support the work of SHM Relevant Skills: The successful candidate will be: Quality-driven:You will need to: • Have a strong understanding of Microsoft Windows server, Client Technologies and Apple iOS and understand web hosting, • Have strong xrnqpay skills in monitoring and tuning system performance and security systems, • Be a rigorous thinker with the ability to solve complex problems and juggle multiple priorities while observing strict confidentiality, • Strive for continuous improvement and be open to constructive criticism, • Be able to find clarity in processes and create clear and sucinct, written processes and procedures, • Have the ability to identify and troubleshoot IT issues by listening to users and applying appropriate diagnostic tools and findings, • Have the ability to present ideas and work to internal and occasionally external audiences with clarity and confidence, • Have a strong understanding of key diagnostic principles with a passion for getting to the root cause of a problem, rather than just a solution, • Be able to interpret inputs for issues from a variety of sources, generate insights, resolve issues and where necessary communicate them effectively to the team, • Approach problems and requests with a highly creative, can-do manner, reassuringly calmly and efficiently, • Be keen to develop and learn new skills by working with and for the Head of IT, • Have a demonstrated ability to work collaboratively in a team and with people at all levels in an organisation, • Be proficient in Windows Server (2019 onwards) / Unix / iOS and Android platforms, • Be competent in the Microsoft Office suite, including Microsoft PowerPoint and Excel in particular, • Be competent in Mac 1st/2nd line support, hardware (MacBooks, iPhones, iPads, AV), managing Apple devices, • Required: A Bachelor’s Degree in Information Technology, Information Systems or Computer Science or equivalent, • Required: IT specific certifications such as Apple Certifications (ACSP/ACiT) and Microsoft MCSE/role based qualifications or equivalent, • Required: Recent significant professional IT experience in a similar role or field, ideally with at least 5 years experience in an IT Manager role, • Required: Strong technical IT management skills, • Required: Fluency in English
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