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- Tasks: Manage IT service operations and lead the internal support team across multiple locations.
- Company: Agile medium-sized company with a dynamic, multi-national setup.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Why this job: Influence IT operations in a hands-on leadership role while enjoying variety in your work.
- Qualifications: Experience in IT service delivery and strong communication skills are essential.
- Other info: Great opportunity for career advancement in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
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.
Infrastructure Engineer employer: Burns Sheehan
Contact Detail:
Burns Sheehan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Infrastructure Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work in service delivery or have experience with ITSM platforms. A friendly chat can lead to insider info about job openings or even referrals.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of Microsoft tools and ITSM processes. We recommend creating a list of scenarios where you've successfully managed escalations or improved service quality to share during your chat.
✨Tip Number 3
Showcase your communication skills! Practice explaining technical concepts in simple terms, as you'll need to engage with both technical and non-technical stakeholders. This will help you stand out as a strong candidate.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and take the time to connect with us directly.
We think you need these skills to ace Infrastructure Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Infrastructure Engineer. Highlight your experience in IT service delivery and any relevant tools you've used, like Office 365 or ITSM platforms. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're excited about this hybrid role and how you can contribute to our agile team. Don't forget to mention your experience with managing escalations and working with both technical and non-technical stakeholders.
Showcase Your Communication Skills: As a strong communicator, it's important to demonstrate this in your application. Use clear and concise language, and make sure to highlight any experiences where you've successfully navigated complex situations with different teams. We love seeing that ability to connect with others!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it shows you're keen on joining the StudySmarter family!
How to prepare for a job interview at Burns Sheehan
✨Know Your ITSM Inside Out
Make sure you’re familiar with ITSM platforms like Freshservice, ServiceNow, or Jira. Brush up on how these tools work and be ready to discuss your experience with them. This will show that you understand the core processes and can hit the ground running.
✨Showcase Your Communication Skills
As a strong communicator, you’ll need to interact with both technical and non-technical stakeholders. Prepare examples of how you've successfully navigated these conversations in the past. This will demonstrate your ability to bridge the gap between different teams.
✨Prepare for Escalation Scenarios
Think about times when you’ve managed escalations or service-related incidents. Be ready to share specific examples of how you resolved issues quickly and effectively. This will highlight your problem-solving skills and your ability to maintain service quality.
✨Understand Change Management Basics
While deep technical skills aren’t required, having a solid grounding in change management is important. Familiarise yourself with the principles of ITIL or similar frameworks, and be prepared to discuss how you’ve contributed to shaping technical delivery in previous roles.
