IT Support Manager

The Role

We have an exciting opportunity for an experienced IT professional and people manager to join our busy and dynamic IT Operations team as our IT Support Manager.

Forming part of the IT Operations team the successful candidate will work alongside the IT Infrastructure Manager and cyber security team. Reporting to the Head of IT Operations you will lead, manage, and coach the organisation’s IT Support team ensuring that:

• IT service level agreements are met, to provide an efficient and effective IT service to the user community. The team respond to approximately 15,000 helpdesk tickets per year.
• Best practices are adhered to across all projects and deliveries, and that existing systems and procedures adapt to reflect the changing needs of the organisation.
• The IT user hardware and software budget and third-party vendors are managed.

The role will involve:

• User support and the maintenance of an up to date, accurate and accessible IT knowledge base is available.
• Managing supplier relationships, contracts, budgets, and SLAs, and ensuring the best use of resources.
• Service Desk Management: Manage, monitor, and review the workload and resource of the IT Support team to ensure service levels are met. Act as the technical escalation point and triage escalations to the IT Infrastructure team and external parties.
• IT hardware/software and vendor management: Establish and manage other departments’ annual IT budgetary requirements. Manage supplier relationships and contracts and related budgets.
• Staff Development: Lead and coach the IT Support team. Responsible for performance management, training, and development.
• Support the Head of IT Operations in achieving departmental and team objectives, deputising in their absence.
• Ensure that all IT-related policies, processes, and procedures are followed, that confidentiality is maintained, and that data protection and security policies are adhered to.
• Seek to improve IT Support processes, procedures and working habits.

The Package

• Permanent contract.
• 40 hours per week. One in three, weekend escalation point.
• Hybrid working options to cover 8am through to 6pm (seasonally dependant). Will be available for 1 in 3 weekends as an escalation point, responding to telephone queries/attending site if required.
• £42,341.10 per annum rising to £43,672.30 per annum in April in line with our pay award.
• 33 days annual leave
• Staff pass so you can visit the zoo during your time off, plus multiple complimentary tickets for your friends and family.
• Cycle to work scheme.
• Healthcare plan and employee assistance programme.
• Discounted gym membership.
• Discounts on cinema tickets, restaurants, high street shops and more via Perks.
• Pension scheme with generous employer contributions up to 9%.

We are proud to have a robust and transparent pay grading framework in place, in line with this please note that the salary stated is non-negotiable.

Our Requirements

• Experience of managing a business IT Service desk using the appropriate IT service tools, experience of managing, leading and coaching IT Support teams catering to a wide range of users across a wide range of devices.
• An understanding of Microsoft operating systems, Office 365 platform, Microsoft Office, SharePoint 365, Active Directory and Azure. Experience of EPOS systems desirable.
• Understanding of supporting general IT infrastructure (hardware, operating systems, local area networks etc) to have the technical understanding of when to escalate the IT Infrastructure team.
• Able to work on your own initiative and keen to learn new skills.
• Committed to delivering requested/required information and working in a timely manner.
• Excellent verbal and written communication skills, evidencing good attention to detail, with experience in producing high quality documentation and management reports.
• Well-developed interpersonal skills displaying a professional and helpful approach.
• Able to convey IT updates to a variety of audiences in user-friendly format.
• Able to maintain confidentiality, with a thorough understanding of data protection.
• Qualifications, certifications and/or in-depth experience which could support the application include IT Service Management – ITIL, ITSM, etc.
• A team player, willing to contribute and learn from other members of the IT Team.

Please be aware that we reserve the right to close our vacancies earlier than the listed date if we have received a high level of applications.

We would recommend that if you do wish to be considered that you complete the application as promptly as possible as interviews may take place whilst the advert is live. We may also conduct initial, brief telephone calls to discuss your application to support the shortlisting process.

What makes Chester Zoo a great place to work?

Well, where do we start? Here goes…

We’re a huge team of conservationists, scientists, educators, animal welfare experts, marketeers, visitor experience professionals, environmental policy influencers; the list goes on. Each and every one of us is on a mission to make Chester Zoo the best in the world, and our planet a better place.

As the UK’s biggest and best zoo, we have ambitious goals, exciting plans, and there’s always lots going on here. We’re an inclusive and diverse organisation, made up of nearly 500 permanent and 500 seasonal team members, and we know how important it is to invest in our colleagues to help boost their career development. We have ambitious goals, and we want you to be with us for the long term on our exciting journey.

Our working environment could not be more different from a typical office – where else can you see critically endangered orangutans from your office window, or stroll among rare giraffes and tigers on your lunch break?