The Role
To ensure a seamless and stable member experience across all UK based locations through the proactive support and management of technical systems. You will lead a team working on IT Support and take ownership of the Service Desk ITSM service and key improvement programs. You will work with relevant external suppliers to find appropriate hardware & software solutions, providing options and business cases to the IT Leadership team as required.
Main Duties
- Management of the London based IT & AV team. Scope is all UK sites, excluding Soho Farm
- Create monthly/weekly rosters for the staff to maximise their time
- Ensure sufficient IT & AV resource is available for the sites
- Take personal ownership of support for all staff in the London Strand HQ, using appointed support agencies as available
- L1 & L2 support and troubleshoot issues for (including, but not limited to):
- Business applications; cloud, hosted and on-site o Software
- Network Connectivity
- Wi‑Fi
- Telephones o Printers o TVs o Sound Systems
- CCTV
- Meeting rooms o Device support (Laptops (PC/MAC), iPhones, iPads)
- Have knowledge and support of company applications; assist the operation with setting up and configuration
- Proactive support through routine checks, audits and site visits
- Particular focus on support for C‑Suite and their Personal Assistants
- Ensure all locations have a clean and tidy equipment room and cabinets/racks
- Check that all equipment is well maintained and performing preventative maintenance where necessary
- Support user access; creating, auditing, changing and deleting user accounts as required
- Evaluate and flag software, hardware, processes and configurations if they are not in line with best practise, InfoSec, legal requirements (e.g.: PCI‑DSS, GDPR), company standards and H&S
- Assist with new installations, refurbishments and openings of sites
- Work with third parties and suppliers to manage cases on behalf of end user, ultimately being the technical liaison
- Use ServiceNow for all reports and manage the teams workload and SLAs as the point of escalation
- Focus on continuous improvement and proactively seek to reduce number of tickets by recommending the removal of underperforming vendors or identifying kit/software that may fail
- Be the escalation point for team and reporting line to senior management
- Collaborate with US, Europe and Asia house IT support teams to deliver a consistent global approach
- Collaborate with Service desk and 3rd line support teams to ensure support calls are managed and effectively triaged through knowledge sharing, collaboration and development of ITSM tools
Benefits
- Every House Membership
- 50% off Food & Drink, 7 days a week
- Staff Room Rates
- Private Health and Dental Care
- Weekly Pay
- Life Assurance
- Up to 50% Staff Discount on Cowshed & Soho Home
- In Office Dog Policy
- Season Ticket Loan
- Christmas Office Closure
- In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice
- Free Counselling Sessions
- Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate
- Continuous training to develop yourself personally and professionally
- Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
- Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
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