About the Company:

The IT Manager supports all business lines in the Region (USA and Canada), acting as central IT’s representative to ensure alignment with key initiatives. This position supports day-to-day IT functions and the maintenance of infrastructure throughout the Region. This is a stand-alone role where you will be responsible for all IT activities for the USA and Canada and will report to the Service Desk Manager in the UK.

About the Role: Office based with travel

The ideal candidate will have a wealth of experience tackling various hardware and software problems. They should be comfortable providing technology solutions to employees and working closely with third party software companies to adopt new technologies and efficiently use existing ones. This candidate should have prior experience working with information technology and understand the latest technology trends to ensure the technology in place is up to date.

Responsibilities:

Strategy and Planning
Work alongside central IT in the UK to achieve strategic IT goals
Analyze trends to prevent recurring issues
Alert central IT management to emerging trends, major incidents and problems
Maintain open and regular communication with central IT management
Operational Management
Provide high-quality IT support as the Regional point of contact
Cover first and second-line support levels
Record, track, and document the incident-solving process, including all successful and unsuccessful decisions made and actions taken through to the final resolution
Communicate with end users professionally to triage and troubleshoot issues as they arise
Maintain core business systems, working closely with central IT
Adhere to SLAs provided by the Service Desk Manager
Support problem identification and resolution
Coordinate with Technical Authors to ensure repeat problems/requests are documented
Participate in supporting and monitoring IT Security’s response to incidents
Provide out-of-hours business critical support (i.e. emergency outage response or anything
Regular travel to other USA and Canada offices
Occasional travel to the UK

Qualifications:

Required Qualifications (Brief description of the educational background needed to perform the job)

High school diploma or equivalent required
College degree preferred, but will consider relevant work experience or technical training in lieu of a degree

Required Skills:

Four or more years in a similar role with proven experience in IT Support and systems administration
Demonstrable experience managing stakeholder expectations
Experience using Asana and ITSM Software such as Halo ITSM or Freshservice
Google Workspace (Gmail, Google Chat, Google Doc) is preferred, but equivalent experience with Office 365 will be considered
Experience working with Windows environments (Windows 10, 11, Server)
Experience working with and troubleshooting various network technologies
Android Mobile and Apple iOS experience
Microsoft Office 2016, 2019, and 365
Mitel VOIP or equivalent phone systems
Experience using Mobile Device Management Solutions such as AirWatch
Windows 10/11 Deployment (Intune/AutoPilot/SCCM/WDS)
Knowledge of CItrix, VMWare, or CIsco / Meraki Technologies (advantageous)
Understand IT Security best practices in general and those pertinent to the North American entities

Preferred Skills:

ITIL qualified

Pay range and compensation package:

Attractive salary

Equal Opportunity Statement:

Ascent People is acting as an employment agency for this role. Applicants from all ages and backgrounds will be considered.

Ascent People Ltd

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IT Manager