ICT Service Manager

Our Mission

Apax is a multi-award-winning, values-driven, non-profit social enterprise. Our mission "We strive for excellence to improve ourselves, transform services, enhance lives and advance society" plays centre stage. We take a collaborative and consultative approach that values and appreciates the contribution and enthusiasm of our team to make a difference to our organisation and to the lives of disadvantaged people.

About the Team

With a thirst for knowledge and a drive to challenge the status quo, learning and innovation have become part of our identity as we work to advance the mental health services landscape. We are full of life and enthusiasm for the care of our residents, and we drive this outlook throughout the entire organisation. As a certified Great Place to Work , this recognition reflects our commitment to fostering a positive and supportive workplace. It’s important to us that any candidate joining our team aligns with our culture and lives our corporate values. For more information about who we are please visit our careers.apax.org.uk and apax.org.uk .

Role Overview

This is an exciting opportunity for an experienced IT Service Manager to be the primary point of contact for IT support, managing technical issues and coordinating with our Managed Service Provider (MSP) for more complex issues.

The role will also encompass the management of systems such as SaaS platforms or cloud telephony, ensuring quality control, facilitating user training, providing onsite IT support to employees, and managing the completion and delivery of digital projects. The post requires both breadth and depth of experience, knowledge and a broad technical knowledge across a range of technologies, and acting as the main point of contact between employees and the IT department as well as the MSP, providing timely updates and ensuring the fault is assigned the correct level of priority and attention. This is a full-time role covering 37.5 hours per week between 8:30am - 5pm, Monday to Friday.

Key Requirements

• Undergraduate degree or equivalent in a related discipline, such as Computer Science or Information Technology (essential).

• Microsoft 365 certifications, including PowerShell management for mailbox permissions (essential).

• Advanced Microsoft Office suite skills with extensive demonstrable experience of Teams (including Teams/cloud telephony systems), Outlook, Word, Excel and PowerPoint with outstanding IT and digital skills.

• 5+ years' Experience in Microsoft Intune (MDM Management) services and SharePoint.

• 5+ years' Experience in SaaS platforms eg Asana, Canva, Recruitee.

• 5+ years' Experience in managing Cisco switches and routers.

• 5+ years' Experience managing Azure Conditional Access policies, Active Directory, and Virtue Desktop, primarily Virtual Machine Infrastructure.

• 5+ years' experience using Active Directory / Entra ID, creating and managing accounts and policies.

• 5+ years' software and application support experience in supporting office applications, email systems, and business-specific software Microsoft 365 and ideally Salesforce.

• Operating systems knowledge in Microsoft Windows Server, including NLB and clustering.

• Strong knowledge/experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, Firewalls, TCP/IP routing and LAN, WAN.

• Knowledge of ITSM Frameworks.

• Strong knowledge and experience of Microsoft Windows 11.

• Strong knowledge of Microsoft Exchange Server and Office 365 including Sharepoint, AzureAD, LAN, Internet access, firewalls and Exchange/Office 365.

• Good knowledge of Hyper-V and VMware ESX.

• Good Knowledge of backup and DR services (Backup Exec, Datto, Azure)

• Knowledge of iSCSI/Fibre channel Storage Area Networks, such as EMC

• Knowledge of Windows Script Host/VBScript/ PowerShell.

• MCSA/MCITP: Server Administrator/VCP or equivalent IT qualifications an advantage.

• Demonstrable hardware troubleshooting skills to diagnose and resolve issues related to computers, printers, and other devices.

• System administration knowledge of managing user accounts, permissions, and policies in Windows Server or Microsoft 365 environments.

• Recent 2nd Line IT Support role in an IT support role, dealing with more complex technical issues and troubleshooting.

• Ability to plan and prioritise own work to meet deadlines and strict targets.

• Excellent organisation and planning skills with the ability to manage a busy workload, often with conflicting priorities and tight deadlines, while remaining calm under pressure.

• Highly developed communication skills. Must be able to accurately summarise and convey complex information to a range of audiences with impact and clarity inclusive of negotiation and persuasion.

• Can do attitude, proactive and independent thinker who is happy to roll up their sleeves to get things done

• Fast keyboard skills and ideally touch typing.

• Highly organised, tidy, proficient, efficient, adaptable and flexible.

• Strong customer service and interpersonal skills with ability to resolve complaints effectively.

• Training skills to upskill and train employees on company software and IT related matters.

• Taking initiative and a proactive approach whilst self-motivated to work under pressure.

• Excellent analytical and problem-solving skills.

• Exceptional planning and organisational skills.

• Coordination skills and a systematic approach to managing processes.

• Studious, meticulous, high level of accuracy and strong attention to detail.

• Able to respond to changing priorities and high volume workload.

• Self-starter, able to demonstrate high levels of initiative and motivation.

• High levels of professionalism, innovation, creativity, flexibility and adaptability.

Employee Benefits

You will be joining a friendly, kind and joyful company culture whilst working as part of a next-generation digitalised company. Full details of the Employee Benefits will be provided during the interviewing process.

• Healthcare & Wellness : Health cash plans, Employee Assistance Programme, wellness and discount perks.

• Financial & Retirement : Pension scheme, referral scheme, season ticket loans, Cycle Scheme and Tech Scheme.

• Holidays & Time Off : up to 28 days annual leave plus public holidays, buying leave, compassionate & bereavement leave, life events leave eg time off for birthday or moving home.

• Learning & Education : Learning & Development Framework, Learners Academy, Leadership Academy, education grant, study leave.

• Family & Parenting : Generous maternity and paternity leave, paid parental leave.

• Flexible Working : Flexi start, hybrid working between home and office.

• Welfare & Wellbeing : Mental well-being days, sick pay scheme, team building activities.

• Other benefits : complimentary breakfast and refreshments, free parking, and well-being activities.

Our approach to recruitment is competency and values-based, whereby applicants should be able to demonstrate the organisation's values and principles. We are a strong believer that an organisation is only as good as its people and partners who are its greatest strength. We are an equal opportunities employer.