Head of Infrastructure, Security & Service Desk

Softwire; Greater London; Hybrid; GBP 92,000 - 121,000; Full time

Benefits offered by this job

Profit share

5% pension contribution

25 days annual leave

AIG income protection

Cycle to work scheme

Flexible/hybrid work options

Job summary

Softwire, a London-based technology consultancy, is seeking a Head of Infrastructure, Security & Service Desk to lead a dedicated team of engineers, overseeing service desk and infrastructure functions. You will drive technical governance, security posture, and collaborative culture across IT operations.

The role emphasizes strong leadership, strategic planning, and stakeholder communication, with a hybrid work arrangement and competitive compensation including profit sharing and pension

Qualifications

• Experience leading a technical team with workload management and performance development.
• Experience managing a service desk or first-line support with SLA focus.
• Strong IT infrastructure and security background (endpoints, IAM, networking, patching, backup, DR, monitoring).
• Experience securing and managing cloud and on-premises infrastructure.
• Familiarity with ISO 27001 and Cyber Essentials Plus.
• Certifications such as CISSP or CISM desirable; scripting/automation helpful.

Responsibilities

• Lead and manage a team of engineers, promoting collaboration and accountability.
• Plan workload, assign tasks by urgency and complexity.
• Mentor team members for technical growth and career progression.
• Act as primary escalation point for technical guidance.
• Oversee resource allocation and capacity planning for projects and operations.
• Communicate with stakeholders, representing team priorities.
• Develop and maintain documentation and procedures for consistency.
• Manage first-line support ensuring SLA-compliant service delivery.
• Oversee onboarding and offboarding processes for new/ departing staff.
• Maintain security across endpoints and IAM, including threat response.
• Design and implement network security controls and patching processes.

Skills

Team leadership

Service desk management

IT infrastructure & security

Incident response

ISO 27001 familiarity

Job description

Head of Infrastructure, Security & Service Desk Overview

In this role, you will lead a dedicated team of engineers, including a Senior Internal Infrastructure Engineer, overseeing the service desk and infrastructure engineering functions. Your primary responsibilities will encompass team leadership, technical oversight, and ensuring high-quality support services.

Job Details

• Company Name: Softwire
• Job Role: Head of Infrastructure, Security & Service Desk
• Qualifications: Not Specified
• Category: General Jobs
• Job Type: Full Time
• Location: London

Responsibilities

• Lead and manage a team of engineers, promoting a culture of collaboration, trust, and accountability.
• Plan and prioritize the team’s workload, assigning tasks based on urgency, complexity, and individual development needs.
• Mentor and coach team members to support their technical growth and career progression through regular feedback and objective-setting.
• Act as the primary escalation point for the team, providing technical guidance as needed.
• Oversee resource allocation and capacity planning, balancing project work with routine operations.
• Communicate effectively with both technical and non-technical stakeholders, representing team priorities across the organization.
• Develop and maintain documentation, standards, and operational procedures to ensure consistent and efficient team performance.
• Manage the first-line support service desk, ensuring timely and high-quality support for colleagues, with requests logged and resolved according to service level agreements (SLAs).
• Oversee the technical onboarding process for new employees, ensuring they have the necessary accounts, devices, and access from day one.
• Coordinate the offboarding process for departing employees, ensuring timely revocation of access and secure handling of devices.
• Maintain end-user documentation and a knowledge base to facilitate efficient issue resolution.
• Manage endpoint security across corporate devices, ensuring compliance with security policies and prompt response to threats.
• Oversee identity and access management processes, including role-based access control and periodic access reviews.
• Design and implement network security controls, including firewalls and intrusion detection systems.
• Manage patch and vulnerability processes, ensuring timely remediation of identified vulnerabilities.
• Ensure secure configuration of servers and cloud infrastructure according to recognized standards.
• Manage backup processes and disaster recovery documentation, ensuring they meet business and regulatory requirements.
• Implement logging and monitoring systems to capture security events and lead responses to security incidents.
• Ensure compliance with organizational security policies and support external audits.

Requirements

• Demonstrated experience in leading or managing a technical team, including workload management and performance development.
• Experience in managing a service desk or first-line support function, with a focus on SLA management and end-user onboarding/offboarding.
• Strong practical background in IT infrastructure and security, covering endpoints, identity and access management, networking, patching, hardening, backup, disaster recovery, monitoring, and incident response.
• Experience in securing and managing both cloud and on-premises infrastructure.
• Familiarity with recognized security frameworks and standards such as ISO 27001 and Cyber Essentials Plus.
• Proven ability to lead security incident responses from start to finish.
• Excellent communication skills, capable of articulating technical risks to both technical teams and senior management.
• Sound judgment in risk prioritization and remediation within a business context.
• Relevant certifications such as CISSP or CISM are desirable, along with familiarity with scripting or automation for operational efficiency.

Benefits

• Transparent pay scales with a profit share scheme based on role and company performance.
• Base salary ranging from £92,100 to £120,600, with an average profit share of £15,000 to £25,250.
• 5% additional pension contribution.
• 25 days of annual leave, with options to buy or sell additional days.
• 3.5 additional days off for company-wide morale activities.
• AIG income protection.
• Travel card loan scheme.
• Zero emission car scheme.
• Cycle to work scheme.
• Enhanced maternity and paternity pay.
• Time off for charitable activities.
• Sabbatical options available upon request.
• Payroll charity donations.
• Free annual eye tests.
• Long service awards.
• Flexible working options, including the possibility to work 4 days per week and hybrid arrangements allowing at least 2 days of remote work.

Degree Requirement: Not Specified

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