IT Service Manager
Knottingley, West Yorkshire
Salary up to £46,000 per annum depending on experience
Would you like to make a real difference and deliver projects that will impact the lives of people with learning disabilities, autism and aged related needs?
Real Life Options are a not for profit charity with a personal-centred support approach helping and assisting people to live a fulfilled and are now looking to fill the role of ICT Service Manager
As ICT Service Manager you will be responsible for providing effective support (1st, 2nd and 3rd line) to customers of the ICT department, assist in resolution of technical issues and in providing system administration activities. You will lead the service management operations of the ICT Department, including management of support contracts and suppliers and technical standards for the Department. You will also be involved in, and, when needed, lead the implementation of new ICT related projects and systems including communication and training for staff involved.

The role will involve:

• Embed the organisational values of Respect, Honesty, Responsibility and Achieving Excellence in everything you do.
• Lead the ICT Service Management function for all RLO Group employees, including leading service strategy and design, service operations and continuous service improvements. You will act as a point of escalation for incident management, undertaking root cause analysis, change management, capacity and configuration management when needed.
• Providing supplier management for support services provided to the RLO Group, covering cloud services, hardware, telephony, web connectivity and printing.
• Mentoring and leading a team of support engineers and analysts, helping to ensure that these members of staff develop themselves to their potential.
• Maintain accurate records of ICT assets
• Provide user-appropriate communications and routine ICT reports
• Assist in administering users of systems including Entra, SharePoint, and company specific applications
• Supporting the Information Security Management System and associated policies and processes. Ensuring that services are delivered in line with best practises.
• Technical leadership on tools, processes and services to support continuous improvement for the ICT Dept.
• Engage external suppliers to provide effective ICT solutions and support
• Lead on the procurement of ad-hoc ICT equipment such as laptops, phones, monitors etc.
• Work closely with Operations and Functional Teams to provide an effective ICT support service to agreed service level agreements
• Assist with creation of training or communication videos and upload onto appropriate social media or file sharing channels
• Lead on the enhancement of employee ICT skills
• Providing clear prioritisation of tasks and activities for team and own work.

• Embed the organisational values of Respect, Honesty, Responsibility and Achieving Excellence in everything you do.
• Lead the ICT Service Management function for all RLO Group employees, including leading service strategy and design, service operations and continuous service improvements. You will act as a point of escalation for incident management, undertaking root cause analysis, change management, capacity and configuration management when needed.
• Providing supplier management for support services provided to the RLO Group, covering cloud services, hardware, telephony, web connectivity and printing.
• Mentoring and leading a team of support engineers and analysts, helping to ensure that these members of staff develop themselves to their potential.
• Maintain accurate records of ICT assets
• Provide user-appropriate communications and routine ICT reports
• Assist in administering users of systems including Entra, SharePoint, and company specific applications
• Supporting the Information Security Management System and associated policies and processes. Ensuring that services are delivered in line with best practises.
• Technical leadership on tools, processes and services to support continuous improvement for the ICT Dept.
• Engage external suppliers to provide effective ICT solutions and support
• Lead on the procurement of ad-hoc ICT equipment such as laptops, phones, monitors etc.
• Work closely with Operations and Functional Teams to provide an effective ICT support service to agreed service level agreements
• Assist with creation of training or communication videos and upload onto appropriate social media or file sharing channels
• Lead on the enhancement of employee ICT skills
• Providing clear prioritisation of tasks and activities for team and own work