IT Service and Systems Manager

- Provide support and direction to the LCST IT team - Present Service Management and Project briefings to senior colleagues and key stakeholders - Lead, plan, prioritise and execute server maintenance and monitor activities - Champion a culture of excellent customer service - Schedule and execute application upgrades as part of BAU operations and for change requests, ensuring minimal disruption - Develop and maintain subject matter expertise in selected applications, guiding the creation and communication of process documentation, and ensuring knowledge is shared across the team - Oversee the analysis, diagnosis and resolution issues in real-time, supporting the team in end-to-end problem resolution and dealing with major incident management - Manage timely and appropriate escalations to 3rd line support, maintaining strong communication with fellow IT colleagues - Ensure high levels of performance, availability and security throughout the IT Infrastructure and IT applications - Take ownership of faults raised with third-party suppliers, ensuring clear communication, accurate tracking, and consistent progress updates until resolution - Support the procurement and build/configuration of PCs, laptops and other equipment - Uphold robust asset management practices to accurately log equipment changes - Champion IT best practices and increase knowledge of core IT Systems in the user community - Provide both remote and onsite assistance as required (3 days working in Bristol office/2 days working from home) - Provide out of hours support on an ad-hoc basis, with appropriate reward for any such work