IT Services & Support Manager

The Role...

To ensure a seamless and stable member experience across all UK based locations through the proactive support and management of technical systems. You will lead a team working on IT Support and take ownership of the Service Desk ITSM service and key improvement programs. You will work with relevant external suppliers to find appropriate hardware & software solutions, providing options and business cases to the IT Leadership team as required.

Main Duties...

· Management of the London based IT & AV team. Scope is all UK sites, excluding Soho Farm

· Create monthly/weekly rosters for the staff to maximise their time · Ensure sufficient IT & AV resource is available for the sites

· Take personal ownership of support for all staff in the London Strand HQ, using appointed support agencies as available

· L1 & L2 support and troubleshoot issues for (including, but not limited to):

o Business applications; cloud, hosted and on-site o Software

o Network Connectivity

o Wi-Fi 

o Telephones o Printers o TVs o Sound Systems

o CCTV

o Meeting rooms o Device support (Laptops (PC/MAC), iPhones, iPads) 

· Have knowledge and support of company applications; assist the operation with setting up and configuration 

· Proactive support through routine checks, audits and site visits

· Particular focus on support for C-Suite and their Personal Assistants 

· Ensure all locations have a clean and tidy equipment room and cabinets/racks

· Check that all equipment is well maintained and performing preventative maintenance where necessary 

· Support user access; creating, auditing, changing and deleting user accounts as required

· Evaluate and flag software, hardware, processes and configurations if they are not in line with best practise, InfoSec, legal requirements (e.g.: PCI-DSS, GDPR), company standards and H&S 

· Assist with new installations, refurbishments and openings of sites

· Work with third parties and suppliers to manage cases on behalf of end user, ultimately being the technical liaison 

· Use ServiceNow for all reports and manage the teams workload and SLAs as the point of escalation 

· Focus on continuous improvement and proactively seek to reduce number of tickets by recommending the removal of underperforming vendors or identifying kit/software that may fail

· Be the escalation point for team and reporting line to senior management

· Collaborate with US, Europe and Asia house IT support teams to deliver a consistent global approach

· Collaborate with Service desk and 3rd line support teams to ensure support calls are managed and effectively triaged through knowledge sharing, collaboration and development of ITSM tools

Benefits...

Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to grow your career.

• Every House Membership
• 50% off Food & Drink, 7 days a week
• Staff Room Rates
• Private Health and Dental Care
• Weekly Pay
• Life Assurance
• Up to 50% Staff Discount on Cowshed & Soho Home
• In Office Dog Policy
• Season Ticket Loan
• Christmas Office Closure
• In conjunction with Soho Impact, take 2 days paid a year to support a charity of your choice
• Free Counselling Sessions
• Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events and opportunities to inspire and educate
• Continuous training to develop yourself personally and professionally
• Exclusive access to our benefits platform with hundreds of discounts on shopping, gym memberships, holidays, insurance and much more
• Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.