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Infrastructure Team Manager - Newport

  • Salary: £35200 per annum + Excellent Benefits
  • Job type: Permanent
  • Location: Newport
  • Sector: Infrastructure & Support
  • Date posted: 30/08/2017
  • Job reference: J373331A

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Infrastructure Team Manager


Day-to-day you will be responsible for managing the operation of new and existing infrastructure services, products and platforms. Progression through the grades will result in greater responsibility for day to day operations and reduced levels of supervision and direction. Higher grade roles will have more autonomy in the management of their own work streams and/or small change projects.

It is essential that you have experience of managing day to day Service Desk operations. Working alongside the Service Desk Operations Manager, this role will be key to defining and driving exciting technical and cultural/behavioural changes to ensure Operational Excellence. The successful applicant should be innovative and have the energy and motivation to lead these changes from the front.

The Infrastructure Team Manager will report to the Service Desk Operations Manager and work as an integral part of the operations team. They will also have line manager responsibilities for Infrastructure Team Engineers.
Their primary focus will be to lead and manage the day to day performance of the Service Desk ensuring that Key Performance indicators are met and dealing with customer escalations and incidents as required.

The main responsibilities of the post are:
* Where required lead and manage a team deployed across projects, platforms or infrastructure support and maintenance activities.
* Bringing into service, operating, supporting, performance monitoring, continually improving and decommissioning Infrastructure services (SaaS, IaaS, and PaaS), products and platforms to serve a variety of user needs;
* For the services, products and platforms supported:
-Manage incidents, requests, changes and problems
-Manage the configuration, availability, capacity, performance and cost;
-Drive continuous improvement activities
* Working with tools and technologies within the ONS Technology Roadmap.
* Active participation in wider communities of practice, identifying good practices we can adopt and sharing our experiences.
* Sharing knowledge of tools and techniques, and collaborating to improve the capability of the team.
* Maintain consistency between development and production environments.
* Challenge existing processes in order to build agile and flexible platforms, services and products.

Skills & Experience Required

* Experience managing service desk teams of approx 10 infrastructure engineers supporting upwards of 3000 end users
* Excellent Customer Service Skills
* Troubleshooting & Diagnostic skills
* An analytical approach to problem solving
* A commitment to the customer and to continuous learning and personal development
* Good interpersonal skills
* High Personal Standards
* High level of technical knowledge of Microsoft products
* Tolerance of stressful situations, and able to work under pressure
* An ability to lead and work within a team
* Coaching and/or Mentoring
* A passion to succeed

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