This is a hybrid role where you’ll play a hands-on role in managing day-to-day IT service operations across their UK and European offices, ensuring a high level of service and effective escalation processes, while also supporting change and vendor management.
The business is medium-sized (150 people across 9 countries), so it’s still agile, with the chance to influence how things are run. They’ve got the complexity of a multi-site, multi-national setup, but without the red tape of a large corporate.
Core Responsibilities:
- Lead the day-to-day operations of the internal IT support team
- Act as the main escalation point for service-related incidents, making sure issues are routed and resolved quickly
- Maintain oversight of core ITSM processes which includes – incident, request, and change management
- Guide operational tooling improvements and help prioritise internal service enhancements
- Manage relationships with suppliers for hardware, mobile, and connectivity reviewing contracts and spend
What They’re Looking For:
- Experience in IT Service Delivery or Helpdesk function supporting Tickets across 2nd/3rd Line
- Managing escalations and working closely with internal teams ensuring service quality
- Good working knowledge of core Microsoft tools – Office 365, Intune, Active Directory
- Familiarity with ITSM platforms (e.g. Freshservice, ServiceNow, Jira)
- Strong communicator – able to work with technical and non-technical stakeholders alike
- Some exposure to change management and helping shape technical delivery would be useful
- ITIL knowledge or equivalent experience preferred
This is a great fit for someone who enjoys variety and thrives in a visible, hands-on service leadership role. While deep technical skills aren’t required, a solid grounding in IT operations and service environments is important.
Job Details:
- Job Title: Infrastructure Engineer – 12 Month (FTC)
- Salary: £60,000 (Flex)
- Location: London (Hybrid – 3 Days Onsite)
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Information Technology
- Industries: Real Estate and IT Services and IT Consulting
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