IT Manager

IT Manager

Head Office, Wembley

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Who we are:

We are the local experts.

We're regarded as the trusted decorating and DIY retail brand in London, selling paint, tools, plumbing, electrical and woodwork materials throughout our 32 stores. As part of the Grafton Group we have the stability and support of a leader in the field of Building Materials and DIY Retail.

IT Manager - Let’s paint the picture for you!

What is the role about?

You will manage the IT Support Desk to provide an effective and efficient service, ensuring any escalations to any of the external service providers are dealt with according to their SLA’s. You will ensure the IT department delivers an agreed level of service to all Leyland SDM business areas. Managing and developing a first line IT Support team. Planning service delivery to meet Leyland SDM activities when needed. Working on projects to deliver change within the function and company. Identifying and finding solutions to issues of concern and supporting the work of the Head of IT to make improvements to the IT service delivered to the business. Providing information for and producing reports to go to the business and to the group on IT performance.

What will you be doing? 

*        Create a first line IT support service by recruiting, managing and developing and IT team to deliver an excellent helpdesk service to the business and its users.

*        Manage external service providers to ensure they deliver their services to the quality Leyland SDM need.

*        Ensure an agreed level of service is delivered to business functions and users by monitoring and reporting on agreed key performance indicators.

*        Assisting the Head of IT to plan and deliver the changes needed to the services and infrastructure to meet the future objectives of the business.

*        Being proactive you will identify any areas where additional resources or services are needed and escalate to the Head of IT with suggested solutions.

*        Ensure that the necessary processes are in place, documented and are followed. And that they are regularly reviewed and updated where necessary.

*        You will make sure that all systems, processes and records are all stored in an agreed place and that they are always available and up to date.

*        Representing the department and communicating with colleagues to help them understand the service provided, correctly understand their issues and to promote IT Security within the business.

*        Implement the changes requested by the Head of IT to meet the group critical controls to mitigate security risks.

What Skills & Experience will you need to have? 

*        People and management and development experience.

*        Good communicator at all levels and able to manage the expectations of IT service users.

*        Planning, organisation and time management skills. Able to prioritise tasks or activities.

*        Managing performance of service providers.

*        Negotiation experience with suppliers of hardware, software and services.

*        Knowledge of a broad range of complex IT systems and software in a retail business.

*        Knowledge of working with security solutions and controlling the security risks posed to a business.

*        Good level of qualifications in IT based courses at a further education college.

How will performance in the role be measured?

*        Performance of direct reports and meeting their objectives.

*        Keeping the number of open IT incidents below an acceptable level.

*        Performance of IT case management and resolutions.

*        Engagement scores within department direct reports.

*        Agreed objectives met to timescales.