At a Glance
- Tasks: Lead the IT End User Support Team and manage service desk operations.
- Company: Join BRUSH Group, a leader in energy solutions and engineering excellence.
- Benefits: Enjoy competitive salary, 26 days holiday, flexible working, and professional development.
- Other info: Dynamic work environment with opportunities for growth and innovation.
- Why this job: Make a real impact in IT support while contributing to sustainable development.
- Qualifications: 3 years in IT management, strong ITSM knowledge, and team leadership skills.
The predicted salary is between 50000 - 65000 £ per year.
Why choose us?
BRUSH Group provides the energy solutions that help power our built world. From power transformers to switchgear and engineering solutions, for generations, the
BRUSH brand has stood for engineering excellence.
We are committed to supporting the global effort for industrial decarbonisation and sustainable development and have set ambitious objectives to achieve our target of net zero greenhouse gas emissions by 2050.
What\'s the role?
The role is part of the BRUSH Group IT Operations function with purpose of the role to lead BRUSH’s IT End User Support Team, managing and coordinating the IT service desk and 1st/2nd line user support across all BRUSH.
The position leads a team of internal engineers, across multiple sites, alongside externally managed service providers (MSPs) whose day to day responsibilities include ensuring BRUSH delivers excellent end user IT services across all sites, specifically in areas such as IT Service Desk, end user 1st and 2nd line support (to triage, respond and resolve end user issues) and also support major incident management, service monitoring, change management, problem management.
Key Responsibilities
- Own the IT Service Desk platform ensuring it’s fit for purpose and provides the correct level of reporting on ticket and SLAs
- Manage the day-to-day operation of the IT Service Desk, ensuring service requests and incidents are logged, prioritised, and resolved within agreed SLAs.
- Monitor, track, and report on operational KPIs and SLAs, identifying performance bottlenecks and performing root cause analysis (RCA) for major incident remediations.
- Champion ITIL best practices across incident, problem, request, and change management workflows to maintain business continuity.
- Act as the senior escalation point for major incidents, coordinating technical resources and business communications.
- Support defining the strategic direction for the IT end user support model and creation of a framework for end user support.
- Lead, coach, and develop a team of Support engineers.
- Own and continuously improve IT Service Management (ITSM) processes including incident, request, problem and major incident management.
- Oversee multi-platform device governance, establishing standardised configurations across all BRUSH end user platforms / environments.
- What Are We Looking For
- Experience (3 years) in a similar IT operational management role, with experience in a dedicated ITSM / helpdesk / end user support management position.
- Proven background governing outsourced MSP agreements and enterprise vendor relations.
- Strong knowledge of ITSM frameworks (ITIL v4 Foundation or higher preferred).
- Familiarity with ITSM tooling (e. g. Jira, Manage engine, Service Now or similar).
- Good understanding of infrastructure, networking, and end-user technologies sufficient to manage escalations. Flexibility to travel between BRUSH sites.
- Ability to influence and drive change
- Personally Effective – organisational skills, ability to prioritise and delegate.
What\'s in it for you?
- Competitive salary
- Holiday allowance starting at 26 days per annum plus bank holidays (pro rata for part time roles)
- Flexible and Hybrid working options (role dependant)
- Life insurance – 4 x annual salary
- Enhanced Company Pension scheme
- 24/7 free and confidential Employee Assistance Programme
- GP24 Service – Access to remote, private GP services 24/7, 365 days a year plus Second Medical Opinions.
- BRUSHRewards – Discover plenty of ways to get more active and make great savings on everyday essentials as well as gifts for loved ones, holidays and special treats for yourself.
- Family friendly policies including Enhanced Maternity/Paternity
- Bike2work scheme
- Long Service Awards
- Developing our people is important to us - we support and encourage development by offering ongoing professional development and training.
- About The Organisation
BRUSH Group provide agile and adaptive engineering solutions and products, including consultancy services, design, and project management as well as award-winning product technology, to a wide range of projects.
A chosen partner for national and regional power generation and distribution network operators, through innovation and a commitment to delivering solutions that address grid-resilience and drive system change, we support the global drive to net-zero, helping create a future-proof Infrastru
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End User IT Support Manager in Loughborough employer: Brush Group
BRUSH Group is an excellent employer for those seeking to make a significant impact in the field of mechanical design engineering. With a strong focus on professional development and a hybrid working model, employees enjoy a supportive work culture that fosters innovation and collaboration, particularly in the dynamic sectors of healthcare and education. The opportunity to lead complex projects ensures meaningful contributions while advancing your career in a thriving environment.
StudySmarter Expert Advice🤫
We think this is how you could land End User IT Support Manager in Loughborough
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Brush Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Brush Group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Brush Group!
✨Direct Apply to Brush Group
Let's not forget to apply directly through the Brush Group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace End User IT Support Manager in Loughborough
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Brush Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Brush Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Brush Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
