IT Operations Lead

Location: Kiltimagh/Harrogate/Castleford

An exciting role has arisen for an IT Operations Lead to join our  MIS team to be based in either our Kiltimagh, Harrogate or Castleford Office.

The IT Operations Lead will be responsible for delivering a secure, available, scalable and performant computing environment to the CMS group. This role will lead a team of network/system support analysts ensuring our systems meet and exceed service level expectations. As a Team Lead you will agree and manage effective KPIs across the operational environment. You will also mentor and motivate the team to encourage a growth mindset. As the business changes you will ensure our systems continue to be fit-for-purpose by agreeing and implementing change improvements.

Key Role Responsibilities:

  • Ensure agreed team SLAs and KPIs are achieved
  • Mentor team members to ensure they have the skills and attitude to deliver exceptional service levels
  • Create, maintain and deliver a continuous system improvement plan
  • Act as second-line support for complex IT incidents/problems reported to the Service Desk
  • Identify and resolve application, system and network issues in order to limit business disruption
  • Manage strategic 3rd party relationships ensuring the business receives excellent service
  • Contribute to the knowledge management system and ensure all known problems and fixes are updated
  • Keep up to date with technology and service developments within the industry and make recommendations where appropriate
  • Provide advice to customers on the best use of IT systems and applications
  • Ensure policies and procedures are followed throughout the organisation

Skills & Abilities:

  • Demonstrable experience of managing complex IT landscapes
  • Experience of leading technical teams
  • Exceptional customer service and communication skills
  • Analytical and problem solving capabilities
  • Ability to follow instructions and work unsupervised
  • An understanding of ITIL processes and procedures
  • An excellent understanding of the following:
    • Excellent networking knowledge and experience
    • Demonstrable experience of system management
    • Cyber-security – threat prevention and detection technologies
    • Laptop, desktop and mobile hardware support
    • Windows 7 and above Operating Systems
    • Windows Server and Active Directory Services
    • Microsoft/Office 365 administration and support
    • Experience of cloud services (Azure and/or AWS)
    • Experience using an IT Service Management Tool
    • Telecoms administration
    • Experience using SAP is desired but not essential

Person Profile:

  • Ability to operate under pressure within a team
  • A strong focus on continued improvements and personal development
  • Strong communicator, both verbally and written
  • Good time management and self-motivation skills
  • A lateral thinker
  • An interest in technology and its application in a business environment

Full JD on request

CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company. We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro-diversity.

Interested candidates can send through their CV to