IT Manager

e2train has an immediate opening for an IT Manager. This role will report to the Professional Services Director. As part of a restructuring exercise and to manage our future growth we have introduced this pivotal role to support our growing internal and external client base.

We are currently seeking an inspirational high calibre individual to work as IT Manager who will develop a proactive approach to Customer Service and challenge current practices. We are looking for an individual who has experience of delivering internal and external customer excellence in a challenging and competitive environment.

A key part of this role will be ensuring that the company’s hosted and internal networks, telecoms, desktops and business applications are installed, maintained, developed and supported to ensure optimum operational performance and reliability. The IT Manager is also responsible for identifying opportunities for improving the e2train IT infrastructure, in terms of performance and cost, through the deployment of new technology and support services.

e2train is a fast paced environment, so the successful candidate will need to be comfortable managing multiple activities and projects within a complex and demanding environment.

Applicants should have excellent analytical skills, with up-to-date knowledge of software technologies (preferably with Learning and Performance Technology experience). IT degree level educated and MCSE qualified, with proven experience of a variety of business technologies, customer service, hosting infrastructure, and hardware installation and maintenance.

Responsibilities

• Provide an excellent customer “experience” by promoting continuous improvement and customer satisfaction
• Overall accountability for the delivery of the agreed quality service against internal and external SLA’s
• Developing on-going strategy to improve support services and productivity
• Procuring reliable, hardware, services and consumables to ensure performance and budget targets are achieved
• Building and maintaining internal and externally hosted servers and PCs to achieve or exceed uptime targets
• Providing the business with technical and project management expertise to enable IT or business change projects to be delivered effectively and successfully
• Managing key supplier relationships
• Ensuring all company data is secured, backed up and that business continuity is ensured
• Advising on appropriate IT, Data Protection, Disaster Recovery and Business Continuity policies
• Ensuring that all reference documentation (e.g. policies, processes, procedures, work instructions, service contracts) necessary to support the effective operation of the IT function is correct and complete

Key Personality Traits

• Excellent problem solving and analytical skills
• Must have a ‘can do’ attitude with hands on approach to solving client issues
• Proactive approach to Customer Service improvements and efficiencies who challenge current practices
• Strong client management skills, with ability to be firm but fair and to manage support within the formal boundaries of an SLA
• Experienced in fault finding of software and hardware
• Ability to work to strict deadlines and work effectively under pressure
• Strong man management and coaching skills
• Excellent communication and listening skills
• Excellent telephone manner and ability to communicate at all levels
• Ability to negotiate with suppliers up to and including executive level
• Organised with the ability to multi-task

Critical technical knowledge required

Essential requirements:

• Proven experience of supporting online software applications
• Administration of Windows 2003, Exchange 2007 and Active Directory
• IT security, networking and Firewall experience
• Virtualisation and cloud storage experience
• Excellent knowledge of Microsoft Office, SharePoint and Internet technologies
• Proven experience of a variety of business technologies installation and maintenance of desktops, laptops, internet, landline telephone systems and mobile handsets

Desirable requirements:

• Exchange and SQL server administrator experience
• Knowledge of Business Objects and Crystal Reporting

Please email your CV to careers@e2train.com quoting ref: IT Manager. We will do our best to respond but this is not always possible.