ITIL Infrastructure & Support Lead

Itchy Feet; Jersey Marine; On-site; GBP 65,000 - 95,000; Full time

Job summary

Itchy Feet is seeking an experienced ITIL Support & Infrastructure Manager to lead IT support and infrastructure operations across multiple sites. The role blends hands-on technical work with leadership duties, working with the Head of Technology, Cyber Security colleagues, and other tech roles to ensure reliable, secure, and recoverable services.

The position focuses on developing effective ITIL-aligned processes for incident, problem, and change management, driving continual improvement and

Qualifications

• Broad practical knowledge of IT support and infrastructure operations.
• Advanced working knowledge of technologies such as Microsoft 365, Azure server management, Active Directory or Entra ID, Meraki networking, MDM, MFA, endpoint management, patching, backups, and recovery solutions.

Responsibilities

• Lead day-to-day IT support and infrastructure activity across multiple locations.
• Manage, develop, and set priorities for the Support Team, including objective setting and appraisals.
• Recruitment, objective setting, probation assessments, attendance, performance and development of colleagues.
• Act as a technical expert across infrastructure, cloud, network, endpoint, and service-management technologies.
• Coordinate diagnosis, escalation, and resolution of complex incidents.
• Plan maintenance, patching, backups, disaster-recovery, and service-improvement activities.
• Collaborate with third-party providers and ensure performance per parameters.
• Develop ITIL-aligned incident, problem, change, asset, and service-desk practices.
• Utilise dashboards to monitor performance and drive improvements.
• Communicate technical information clearly to colleagues, managers, and providers.

Skills

ITIL

Team leadership

Incident management

Infrastructure management

Stakeholder communication

Education

ITIL Certification

Tools

Microsoft 365

Azure

Active Directory

Meraki

MDM

MFA

Job description

Itchy Feet is seeking an experienced ITIL Support & Infrastructure Manager to lead IT support and infrastructure operations across multiple sites. The role blends hands-on technical work with leadership duties, working with the Head of Technology, Cyber Security colleagues, and other tech roles to ensure reliable, secure, and recoverable services.

The position focuses on developing effective ITIL-aligned processes for incident, problem, and change management, driving continual improvement and