Location/ Purpose of the role

 Colchester with travel to our other offices as required (Amersham, London, Leamington Spa, Stoneleigh, Cambridge, Manchester).

Gray Dawes Group is a highly successful, leading UK Travel Management Company. We are a family owned business that is driven by passion, integrity and principles and our people are the foundations of what our reputation has been built upon. With continued growth, we are now looking for an IT Support Manager to join our team.

The IT Support Manager will be responsible for providing group-wide exceptional IT support, across six offices and 240 staff. As well as being able to demonstrate a proven track record you will be a hands-on IT guru who thrives on delivering results, who doesn’t settle for second-best and is passionate about providing best-in-class support in a fast-paced and growing business.

You will be the main point of escalation for all IT support issues across the group and as such will need the following experience and skills to be successful in the role… 

Knowledge, Skills and Experience Required

Strong technical experience: 3-5 years as a Senior IT Support Administrator or IT Manager.

Strong people manager: experience of leading & performance managing a small team (of 4).

Skillset split: we expect the successful candidate to be technical hands-on plus the management of people and some projects.

Excellent communicator, both verbal and written: ability to communicate and build relationships with users at all levels across the company.

Ability to multi-task and prioritise workloads: excellent planning and prioritisation skills.

Managing a budget/cost centre.

Ability to withstand pressure.

Analytical and Methodical.

Being a team player and having a keen eye for detail is a must!

Technical Experience/ Knowledge

Good knowledge of the Microsoft technology stack (O365, Active Directory, DNS, Windows Servers and OS’s, Remote Desktop Services).

Excellent experience with computer hardware, PC maintenance and diagnostics etc.

Experience with softphones.

Experience of Network Management and configuration.

Azure, AWS, MSSQL, LAMP stack, Antivirus.

Knowledge and experience with support best practices.

Desirable

Experience supporting Dynamics and/or other CRM’s and key business systems.

Knowledge of travel industry systems, specifically GDSs and back-office systems (i.e. Travcom) is highly advantageous.

Responsibilities

Ownership of all IT Support queries, escalation processes and ensuring SLA’s are kept to.

Day-to-day management of IT Support staff including developing and managing the support team out-of-hours rota.

Ownership of various key business processes, policies and procedures, ensuring they are monitored and adhered to (examples including PCI Compliance and GDPR requirements).

Ownership of the businesses CRM and reporting systems.

Adopt a proactive approach to communicating ticket issues to users.

Analyse trends and suggest improvements to areas of concern.

Develop, implement and deliver user training programmes.

Communicate and collaborate with other parts of the technology team (infrastructure and engineering) to improve the performance of the service desk.

Provision of appropriate resources for company projects.

Co-ordination with internal teams and third parties.

Undertake IT Support lead activities in business projects.

Assist with designing and owning a suitable DR plan.

Help with office moves/expansions.

Planning future improvements.

You will report directly to the CTO, keeping him informed in all aspects of the department.

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