Head of Infrastructure, Security & Service Desk

Head of Infrastructure, Security & Service Desk Overview

In this role, you will lead a team of engineers while being supported by a Senior Internal Infrastructure Engineer. You will be responsible for managing the Service Desk and Infrastructure Engineers, ensuring a collaborative and accountable team culture.

Key Responsibilities

• Lead, manage, and develop a team of engineers, promoting a collaborative and accountable culture.
• Plan and prioritize the team’s workload, assigning tasks based on urgency, complexity, and individual growth needs.
• Mentor and coach team members, facilitating their technical development and career progression through regular feedback and goal-setting.
• Serve as the senior escalation point for the team, providing technical guidance and support.
• Oversee resource allocation and capacity planning, balancing project work with routine operations.
• Communicate effectively with both technical and non-technical stakeholders, representing the team’s priorities across the organization.
• Develop and maintain documentation, standards, and operational procedures to ensure consistent team performance.
• Manage the first-line support service desk, ensuring timely and high-quality support for colleagues, while logging and resolving requests and incidents according to service level agreements (SLAs).
• Oversee the technical onboarding of new employees, ensuring they have the necessary accounts, devices, and access from day one.
• Coordinate the offboarding process for departing employees, ensuring secure revocation of access and recovery of devices.
• Maintain end-user documentation and a knowledge base to facilitate efficient issue resolution.
• Manage endpoint security across corporate devices, including antivirus and encryption, ensuring policy compliance and prompt threat response.
• Oversee identity and access management processes, including role-based access control and periodic access reviews.
• Design and maintain network security measures, including firewalls and intrusion detection systems.
• Manage patch and vulnerability processes, ensuring timely remediation of identified risks.
• Ensure secure configuration of servers and cloud infrastructure according to recognized standards.
• Manage backup processes and disaster recovery documentation, ensuring compliance with business requirements.
• Implement logging and monitoring systems to capture security events and lead incident response efforts.
• Ensure compliance with organizational security policies and support external audits.

Requirements

• Demonstrated experience in leading or managing a technical team, including workload distribution and performance development.
• Experience in managing a service desk or first-line support function, with a focus on SLA management and user onboarding/offboarding.
• Strong hands-on experience in IT infrastructure and security, covering endpoints, identity and access management, networking, patching, hardening, backup and disaster recovery, and incident response.
• Practical experience in securing and managing both cloud and on-premises infrastructure.
• Familiarity with recognized security frameworks and standards such as ISO 27001 and Cyber Essentials Plus.
• Experience in leading security incident response from start to finish.
• Excellent communication skills, capable of articulating technical risks to both technical teams and senior management.
• Sound judgment in risk prioritization and remediation within a business context.
• Relevant certifications such as CISSP or CISM are desirable.
• Familiarity with scripting or automation to enhance operational efficiency is a plus.

Benefits

• Base salary ranging from £92,100 to £120,600, based on experience.
• Average profit share between £15,000 and £25,250, depending on experience and company performance.
• Pension contribution of an additional 5% of salary.
• 25 days of annual leave, with options to buy 10 additional days and sell 5.
• 3.5 additional days off for company-wide morale activities.
• AIG income protection.
• Travel card loan scheme.
• Zero emission car scheme.
• Cycle to work scheme.
• Enhanced maternity and paternity pay.
• Time off for charitable activities.
• Sabbatical options available upon request.
• Payroll charity donations.
• Access to Headspace plus.
• Free annual eye tests.
• Long service awards.
• Flexible working options, including the possibility to work 4 days a week and generally at least 2 days a week from home.

Degree Requirement: Not Specified

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