ICT Service Manager

Apax; London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Apax is seeking an experienced ICT Service Manager to oversee its ICT infrastructure and digital services. This full-time position involves managing cloud systems and providing IT support, ensuring high levels of service for users. Candidates are expected to have extensive experience with Microsoft technologies and a passion for driving innovation in mental health services.

Benefits

Health cash plans

Employee Assistance Programme

Up to 28 days annual leave

Pension scheme

Flexible working hours

Free parking

Qualifications

• Essential experience with Microsoft 365 and enterprise-level services.
• At least 5 years in Microsoft Intune and SharePoint management.
• Ability to manage Azure and networking technologies.

Responsibilities

• Manage ICT infrastructure and IaaS systems for the organization.
• Oversee digital services and SaaS platforms.
• Provide 2nd Line IT support for complex technical issues.

Skills

Microsoft 365 certifications

Advanced Microsoft Office suite skills

Networking protocols and technologies

ITSM Frameworks

System administration skills

2nd Line IT support experience

Education

Undergraduate degree in Computer Science or Information Technology

Tools

Microsoft Intune

SharePoint

Cisco switches and routers

Azure

Hyper-V and VMware ESX

Backup Exec and Datto

Job description

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Apax is a multi-award-winning, values-driven, non-profit social enterprise. Our mission "We strive for excellence to improve ourselves, transform services, enhance lives and advance society" plays centre stage. We take a collaborative and consultative approach that values and appreciates the contribution and enthusiasm of our team to make a difference to our organisation and to the lives of disadvantaged people.

About the Team

With a thirst for knowledge and a drive to challenge the status quo, learning and innovation have become part of our identity as we work to advance the mental health services landscape. We are full of life and enthusiasm for the care of our residents, and we drive this outlook throughout the entire organisation. As a certified Great Place to Work, this recognition reflects our commitment to fostering a positive and supportive workplace. It’s important to us that any candidate joining our team aligns with our culture and lives our corporate values. For more information about who we are please visit our careers.apax.org.uk and apax.org.uk.

Role Overview

This is an exciting opportunity for an experienced ICT Service Manager to primarily manage the organisation’s ICT infrastructure and IaaS systems, while also managing its digital services and SaaS platforms. This is a full-time role covering 37.5 hours per week between 8:30am - 5pm, Monday to Friday.

Key Requirements

• Undergraduate degree or equivalent in a related discipline, such as Computer Science or Information Technology (essential).
• Microsoft 365 certifications, including PowerShell management for mailbox permissions (essential).
• Advanced Microsoft Office suite skills with extensive demonstrable experience of Teams (including Teams/cloud telephony systems), Outlook, Word, Excel and PowerPoint with outstanding IT and digital skills.
• 5+ years' experience in Microsoft Intune (MDM Management) services and SharePoint.
• Experience managing SaaS platforms, e.g., business communication platforms, intranet, ATC.
• Experience managing Cisco switches and routers.
• Knowledge of operating systems such as Microsoft Windows Server, including NLB and clustering.
• Experience managing Azure Conditional Access policies, Active Directory, and Virtue Desktop, primarily Virtual Machine Infrastructure.
• Knowledge of Teams cloud telephony systems.
• Experience troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, Firewalls, TCP/IP routing, LAN, WAN.
• Knowledge of ITSM Frameworks.
• Strong knowledge of Microsoft Windows 11, Microsoft Exchange Server, Office 365, SharePoint, AzureAD, LAN, Internet access, firewalls, and Exchange/Office 365.
• Knowledge of Hyper-V and VMware ESX.
• Knowledge of backup and DR services (Backup Exec, Datto, Azure).
• Experience with Active Directory / Entra ID, creating and managing accounts and policies.
• Knowledge of iSCSI/Fibre channel Storage Area Networks, such as EMC.
• Proficiency in Windows Script Host, VBScript, PowerShell.
• Relevant IT qualifications such as MCSA/MCITP: Server Administrator/VCP are advantageous.
• Hardware troubleshooting skills for diagnosing issues with computers, printers, and other devices.
• Experience supporting office applications, email systems, and business-specific software like Microsoft 365 and Salesforce.
• System administration skills for managing user accounts, permissions, and policies in Windows Server or Microsoft 365 environments.
• 2nd Line IT support experience handling complex technical issues.
• High attention to detail, excellent time management, prioritization skills, and strong communication and customer service skills. Ability to train and upskill employees on software and IT matters.

Employee Benefits

You will join a friendly, supportive company culture while working as part of a forward-thinking, digitalized organization. Full details of employee benefits will be provided during the interview process.

Healthcare & Wellness: Health cash plans, Employee Assistance Programme, wellness and discount perks.

Financial & Retirement: Pension scheme, referral scheme, season ticket loans, Cycle Scheme, Tech Scheme.

Holidays & Time Off: Up to 28 days annual leave plus public holidays, buy/sell leave options, compassionate and bereavement leave, life events leave (e.g., birthdays, moving home).

Family & Parenting: Generous maternity and paternity leave, paid parental leave.

Flexible Working: Flexi start, hybrid working between home and office.

Other Benefits: Complimentary breakfast and refreshments, free parking, well-being activities.

Our recruitment approach is competency and values-based, requiring applicants to demonstrate alignment with our values and principles. We believe that our people and partners are our greatest strengths. We are an equal opportunities employer.