Head of Infrastructure, Security & Service Desk

Head of Infrastructure, Security & Service Desk Overview

In this role, you will lead a dedicated team of engineers, including a Senior Internal Infrastructure Engineer, overseeing the service desk and infrastructure engineering functions. Your primary responsibilities will encompass team leadership, technical oversight, and ensuring high-quality support services.

Responsibilities

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

Requirements

• Demonstrated experience in leading or managing a technical team, including workload management and performance development.
• Experience in managing a service desk or first-line support function, with a focus on SLA management and end-user onboarding/offboarding.
• Strong practical background in IT infrastructure and security, covering endpoints, identity and access management, networking, patching, hardening, backup, disaster recovery, monitoring, and incident response.
• 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.
• Proven ability to lead security incident responses 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, along with familiarity with scripting or automation for operational efficiency.

Benefits

• Transparent pay scales with a profit share scheme based on role and company performance.
• Base salary ranging from £92,100 to £120,600, with an average profit share of £15,000 to £25,250.
• 5% additional pension contribution.
• 25 days of annual leave, with options to buy or sell additional days.
• 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.
• Free annual eye tests.
• Long service awards.
• Flexible working options, including the possibility to work 4 days per week and hybrid arrangements allowing at least 2 days of remote work.

Degree Requirement: Not Specified

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