Assistant Manager, IT in Penarth

Job Purpose:

The Assistant IT Manager is responsible for supporting the IT Manager in overseeing the organisation's IT operations,infrastructure, cybersecurity, service delivery, and digital transformation initiatives. The role provides leadership for day-to-day IT support functions,infrastructure maintenance, cybersecurity governance, vendor management, and project implementation while ensuring the availability, security, and reliability of the organisation's technology environment.

The incumbent will act as a senior technical resource, mentor IT team members, manage escalated incidents, and drive continuous improvement in IT services aligned with business objectives.

Job Responsibilities:

1. IT Operations & Service Management

• Assist the IT Manager in planning, managing, and monitoring daily IT operations to ensure stable and efficient service delivery.
• Oversee IT support activities and ensure timely resolution of incidents, problems, and service requests.
• Establish and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and service quality metrics.
• Lead incident, problem, and change management processes in accordance with ITIL best practices.
• Review service performance and implement continuous service improvement initiatives.
• Ensure IT documentation, operational procedures, and service records are maintained and updated.

2. Technical Support & End-User Services

• Provide leadership and escalation support for complex technical issues involving Microsoft 365, Windows operating systems, network infrastructure, and business applications.
• Oversee end-user support functions covering Microsoft Teams, Outlook, OneDrive, SharePoint, printers, mobile devices, and collaboration tools.
• Ensure efficient onboarding and offboarding processes for employees, including device deployment and access provisioning.
• Monitor support ticket trends and identify opportunities for automation and service improvements.
• Maintain high levels of user satisfaction through responsive and effective support services.

3. Infrastructure & Systems Administration

• Oversee the maintenance, monitoring, and optimization of the organisation's IT infrastructure and systems.
• Manage and support:

i.Network Infrastructure: LAN, WAN, Wireless, Internet, VPN, and VoIP systems.

ii.Server Infrastructure: Windows Servers, Active Directory, Terminal Servers, Virtualisation Platforms, and Backup Systems.

iii.Security Infrastructure: Firewalls, Endpoint Protection, Email Security, and Network Security Solutions.

iv.Enterprise Applications: Microsoft 365, Club Management Systems, and Business Applications.

• Ensure infrastructure availability, reliability, performance, and scalability.
• Develop and maintain disaster recovery and business continuity plans.

4. Microsoft 365 & Identity Management

• Oversee administration and governance of Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft Defender.
• Manage Active Directory and Microsoft Entra ID (Azure AD) environments.
• Ensure proper administration of user accounts, groups, permissions, and access controls.
• Implement and manage identity security measures including Multi-Factor Authentication (MFA), Conditional Access, and Privileged Access controls.
• Support Microsoft 365 adoption, optimization, and security initiatives across the organisation.

5. Cybersecurity & Risk Management

• Assist in developing and maintaining the organisation's cybersecurity framework, policies, and procedures.
• Monitor cybersecurity risks, vulnerabilities, and threats affecting the organisation.
• Lead vulnerability management activities, including risk assessments, patch management, and remediation efforts.
• Oversee endpoint security, email security, network security, and data protection controls.
• Coordinate security audits, penetration testing exercises, and compliance reviews.
• Manage cybersecurity incident response activities, investigations, and reporting.
• Promote cybersecurity awareness and conduct user security training programmes.
• Ensure compliance with relevant data protection, cybersecurity, and regulatory requirements.

6. ITSM, Governance & Compliance

• Manage and oversee the IT Service Management (ITSM) platform and processes.
• Ensure incident, request, problem, change, asset, and knowledge management processes are effectively implemented.
• Review ticketing metrics, identify recurring issues, and implement root cause corrective actions.
• Maintain IT asset inventories, software licensing records, and configuration management databases.
• Participate in internal and external audits relating to IT governance, cybersecurity, and compliance.
• Develop and enforce IT policies, standards, and procedures.

7. Project Management & Digital Transformation

• Assist in planning and implementing IT projects, system upgrades, migrations, and technology initiatives.
• Manage project timelines, budgets, risks, resources, and vendor deliverables.
• Conduct business requirements gathering and recommend technology solutions to improve operational efficiency.
• Evaluate emerging technologies and identify opportunities for innovation and digital transformation.
• Ensure successful implementation, testing, training, and post-implementation support of new systems.

8. Vendor & Contract Management

• Manage relationships with IT vendors, service providers, consultants, and contractors.
• Review vendor performance and ensure contractual obligations and service levels are met.
• Participate in IT procurement activities, including vendor evaluation, quotation review, and contract negotiations.
• Monitor IT maintenance agreements, software subscriptions, and support contracts.

9. Leadership & Team Development

• Provide guidance, mentoring, and technical leadership to IT Executives and support staff.
• Assist in work allocation, task prioritization, performance monitoring, and capability development of the IT team.
• Foster a customer-service-oriented and continuous improvement culture within the department.
• Act as the IT Manager's delegate during periods of absence.

10. Documentation, Reporting & Committee Support

• Prepare management reports on IT operations, cybersecurity, infrastructure performance, project status, and service metrics.
• Maintain IT policies, standards, procedures, and operational documentation.
• Support IT governance committees and prepare meeting materials, reports, and minutes when required.

11. Other Duties

• Perform other ad-hoc duties and support special projects as assigned by the IT Manager or Management.
• Follow the workplace safety and health system, safe work procedures or safety rules implemented at the workplace.
• Not engage in any unsafe or negligent act that may endanger yourself or others working around you.
• Use personal protective equipment provided to you to ensure your safety while working. You must not tamper with or misuse the equipment. Any other tasks as assigned by the Head of Department.

Requirements:-

• Bachelor's Degree or Diploma in Information Technology, Computer Science, Information Systems, Cybersecurity, or related discipline.
• Minimum 5-8 years of IT infrastructure, systems administration, technical support, or IT operations experience.
• Minimum 2 years of team leadership, supervisory, or project coordination experience preferred.
• Experience managing Microsoft 365, Active Directory, networking, cybersecurity, and IT service delivery environments.
• Strong knowledge of Microsoft 365 Administration, Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft Defender.
• Strong experience with Active Directory and Microsoft Entra ID (Azure AD).
• Good understanding of Windows Servers, virtualization technologies, storage, backup, and disaster recovery.
• Strong knowledge of networking technologies including LAN, WAN, VPN, Wireless, Firewall, TCP/IP, and VoIP.
• Experience with cybersecurity operations, endpoint protection, vulnerability management, and incident response.
• Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, or ManageEngine.
• Understanding of IT governance, risk management, and compliance frameworks.
• We regret that only shortlisted candidate will be notified.