Consultant - ITSM in West Bromwich

About Squarcle / The Team

Squarcle is a growing strategy, operations and digital consultancy dedicated to driving the performance of our clients. We are people orientated and pride ourselves on our people-first culture. Unlike many consultancies, Squarcle is as equally dedicated to delivery as it is to design. We are committed to equality and diversity and aim to build a diverse, dedicated, and high-performing team of subject matter experts to help our clients achieve supply chain and operational excellence.

The Technology and Digital department, led by the Head of Digital, is responsible for providing expert technology and digitisation strategy, operational optimisation and analysis advice to clients operating within a fast-moving global environment. The team comprises several subject matter experts who work to a manager to deliver the client and internal Squarcle mandate. Working together but often independently, each team member will be expected to work onsite and remotely with the client, on complex and exciting technology challenges.

Job Overview / Introduction

The ITSM Consultant will report to a Senior Consultant or Senior Technical Specialist and operate across both client-facing delivery and internal support functions. This role combines ITSM consulting, application support, and hands‐on IT operations, including supporting a client‐facing application and assisting with internal IT support during peak demand.

• Supporting the delivery of IT Service Management (ITSM) solutions to clients
• Operating and contributing to a client support helpdesk function
• Assisting with internal IT support and operational stability
• Contributing to service improvement, tooling, and product development initiatives
• Support Design, Change and Transition creation and maintenance
• Provide 1st and 2nd line support for a client‐facing application
• Act as part of a helpdesk function, managing incidents, service requests, and user queries
• Troubleshoot application, user, and access issues
• Work with development/product teams to elevate and track defects
• Maintain clear communication with clients and stakeholders
• Provide 1st and 2nd line support for internal users across endpoints and Microsoft 365
• Diagnose and resolve issues relating to:
• Windows 11 devices
• Microsoft 365 services (Exchange, Teams, SharePoint, OneDrive)
• Identity and access (Azure AD / Entra ID)
• Support device lifecycle management (builds, provisioning, decommissioning)
• Assist in managing IT assets and inventory
• Contribute to maintaining security compliance (e.g. Cyber Essentials / CE+)
• Assist in analysing and improving client and internal ITSM processes
• Support implementation of ITIL best practices (incident, problem, change)
• Contribute to:
• Service transition activities
• SLA definition, tracking, and reporting
• Continual Service Improvement initiatives
• Help define and document support processes and knowledge articles
• Support senior consultants in client engagements
• Assist with:
• Data gathering and process analysis
• Solution documentation and presentations
• Support the business development activities of Squarcle such as pursuit development and contributions to thought papers.
• Commit to continuous development by supporting the innovation of our offerings and supporting the organisation of team events, training sessions, and recruitment activities.
• Carry out other duties as specified by the Manager.

Essential Knowledge, Skills & Experience

• Basic understanding of IT Service Management concepts.
• Eagerness to learn and grow in ITSM consulting.
• ITIL qualification(s).
• Exceptional problem‐solving skills – an analytical, innovative, and creative mindset.
• Strong customer service and communication skills.
• Experience supporting Windows 10/11 environments.
• Experience with Microsoft 365 administration and support.
• Understanding of Azure/Entra ID (identity, access, user management).
• Experience using:
• Remote support tools (e.g. TeamViewer, AnyDesk, Quick Assist).
• RMM / MDM tools (e.g. Intune, Endpoint Manager, or equivalent).
• Basic networking knowledge: DNS, DHCP, TCP/IP.
• Troubleshooting connectivity issues.
• Experience managing end‐user devices and IT assets.
• Familiarity with IT ticketing systems/helpdesk tools.
• Understanding of Cyber Essentials/CE+ principles.
• Ability to be self‐directed and an independent contributor to the team.
• Sound work ethic.

Desirable

• Experience with PowerShell and/or CMD scripting.
• Exposure to automation or scripting for admin tasks.
• Knowledge of Intune/device compliance policies.
• Understanding of security best practices and endpoint hardening.
• Experience supporting SaaS applications.
• Awareness of backup, monitoring, and alerting tool.
• Understanding of Service Integration and Management (SIAM).
• Familiar with the COBIT framework.
• Experience in business or Defence.
• Ability to structure and manage workloads.
• High degree of emotional intelligence to effectively deal with increasingly diverse clients and teams.
• Confidence and maturity to work with senior appointments.

What we offer

• Generous leave package: 26 days of annual leave (including your birthday!) plus UK bank holidays, increasing to 27 days after three years, and 28 after seven years. You'll also get five extra days for your five and 10-year anniversaries.
• Additional leave for members of the Reserve Forces and CFAV.
• Private medical insurance provided once you've completed your probation.
• Recognition and rewards: £1,000 referral bonus for successful hires, performance-related awards, milestone and life-event hampers to celebrate life's big moments.
• Development & learning: Annual training week abroad, funding for qualifications that benefit both you and the business.
• Travel & wellbeing: Cycle to work scheme, discounted travel through funded railcards.
• Pension: Our pension provider is NOW Pensions, pension contributions are 3% employer and 5% employee.
• Our working hours are 8:30 am – 5:30 pm (with an hour for lunch), Monday – Friday.

This role requires you to have lived in the UK for the last 5 years and obtain Security Check (SC) security clearance. Clearance must be obtained without any caveats that prevent you from carrying out the role you've been recruited for. If it isn't obtained, or is obtained but with caveats that prevent you from carrying out the role, any conditional offer made to you will be withdrawn. Obtaining SC security clearance can be a lengthy process, and we reserve the right to withdraw any conditional offer made if the necessary security clearance isn't obtained within 6 months. If you hold dual citizenship or nationality from another country, please make us aware of this during the application phase. We're unable to offer visa sponsorship.

We're committed to creating a diverse environment. We embrace differences and hire based on merit, giving equal consideration to all applications, regardless of gender, background, and race.