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IT Service Manager

icon building Company : Shaw Gibbs
icon briefcase Job Type : Full Time
icon remote-alt Remote / Work from Home

Job Description - IT Service Manager

Shaw Gibbs is a growing top 40 accountancy practice who provide expert solutions for entrepreneurial businesses and private individuals in Central and Southern England. Shaw Gibbs invest in their teams of high-quality specialists who work with the best-in-breed technology to create value for our clients which exceeds expectation.

Our culture is very important to us and is based on our company values of expert, respectful, innovative and collaborative. We develop high performing teams diverse in experiences, backgrounds and ideas. As a growing company, there are plenty of opportunities for development and quick progression. Our practice is known for having a friendly and supportive team culture where everyone receives training and development to increase their technical knowledge and their commercial and management skills. We put our people first and are constantly looking for ways to improve our people experience. With respectful as one of our values, we are committed to creating an inclusive culture that respects, values and celebrates cultural and individual differences.

We have several offices in Central and Southern England and have ambitious plans to expand our business. To support the organisation’s growth, we have created a new opportunity for an IT Service Manager to join our IT team. This is a permanent, full-time role that will be based in either our Oxford or Farnham office. This role will offer hybrid and flexible working options and will require travel to other offices across the Shaw Gibbs Group.Your key responsibilities will include:

  • Line Management: Oversee and guide the IT Helpdesk team, fostering a collaborative and productive environment. Conduct regular performance reviews, provide training and development opportunities.
  • Industry Specific Application Updates: Coordinate and manage software updates across the firm's IT systems. Ensure that all updates are rolled out efficiently, and that systems remain secure and compliant with industry standards.
  • Improving Resolution Time: Analyse helpdesk query resolution times and implement strategies to improve efficiency. Develop and refine processes to reduce downtime and enhance the user experience. Monitor key performance indicators and report on progress.
  • Technical Support: Provide high-level technical support and guidance to resolve complex IT issues. Ensure that all helpdesk queries are addressed promptly and effectively.
  • System Maintenance: Oversee the maintenance and management of IT systems, ensuring they operate smoothly and are updated regularly. Conduct regular audits to identify areas for improvement.
  • Compliance and Security: Ensure that all IT practices adhere to regulatory requirements and industry standards. Implement security protocols to safeguard sensitive data and maintain system integrity.
  • Reporting: Prepare and present regular reports on helpdesk performance, system updates, and project progress to senior management. Identify trends and recommend actions to enhance IT operations.
  • Hybrid working (three days in the office and two days at home)
  • Flexible working (flexing your hours around the core working hours of 10am to 4pm)
  • Joining a fast-growing company with exciting growth plans ahead
  • Exposure to a broad range of stakeholders
  • Plenty of opportunity to increase your technical knowledge and skills
  • A varied role within a talented and experienced team
  • Entry onto our next Management Development Programme – a bespoke programme aimed at developing and enhancing leadership potential for existing and aspiring managers
  • ERIC internal recognition awards – monthly recognition awards that celebrate those who champion the Shaw Gibbs values 
  • Long service awards
  • Regular employee events including a company-wide summer party
  • A competitive benefits package, including:
    • A 25-day core holiday allowance plus other holiday-related benefits, such as: Holiday trading (the ability to buy or sell up to 5 days holiday per year), flexible bank holidays (the ability to flex your bank holidays to a day that suits you best) and additional holiday with service
    • A dedicated “Wellbeing Day” – an additional day off per year to focus on your wellbeing
    • Employee Assistant Programme (EAP) which includes access to 24/7 online GP consultations, 2nd medical opinions, online counselling, and mental health first aiders present in every office
    • Enhanced maternity leave
    • Shaw Gibbs Rewards – access to discounts on a wide range of retailers
    • Health Cash Plan – money back on routine health appointments
    • Electric Vehicles Salary Sacrifice Scheme
    • Pension Salary Sacrifice Scheme
    • Cycle to Work Scheme
    • Client and employee referral bonuses
    • Death in Service Life Assurance
We would like to hear from you if you have a minimum of 10 years’ IT experience, ideally within an accountancy/professional services environment. You will also have the following:

  • Previous experience in IT service management and supplier management is essential. Ideally, you will have 3+ years of experience managing/leading IT service and supplier strategies in a professional services or similarly structured environment (e.g., accountancy, legal, consultancy firms).
  • Proficiency in software management, system maintenance, and technical troubleshooting. Familiarity with Microsoft 365, the latest IT security protocols and compliance standards.
  • A university degree with a 2:1 or above, ideally in Computer Science or another IT-related subject.
  • A proactive problem-solver with excellent leadership and project management skills.
  • Strong communication skills, both written and verbal.
  • High attention to detail and accuracy.
  • A full UK Driving license.
To apply for this vacancy, please click on the ‘Apply for this job’ button at the bottom of the page.
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