Lead IT Support Engineer

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Closing date: Monday 3rd May 2021 at 11.30 pm

Has your proven experience of working within an ITIL focused department included having responsibility for leading and managing an IT Operations team? Then join Shelter as Lead IT Support Engineer and you could soon be leading and managing our IT Operations team.

About Shelter

A home is a fundamental human need, as essential as education or healthcare. Yet millions of people across Britain struggle on a daily basis with homelessness, bad housing conditions, soaring rents, discrimination and the threat of eviction. So, we are striving for change, with individuals, in communities, across society, and leading the way to a safe home. We need ambitious, best-in-class individuals who are passionate about our cause to join us at this exciting time. This is your chance to play a part in the fundamental change we are striving to achieve.

At Shelter we are united by our purpose to defend the right to a safe home. Our enemy is the social injustice at the core of the escalating housing emergency. We believe that to win that fight, we must be representative of the people we are here to help and those who support our movement for change. In all our people decisions, we take pride in being inclusive, fair, equitable and transparent. We have committed to combat racism both within and outside Shelter and welcome you on our journey to becoming a truly anti-racist organisation.

About the team

Our IT Service Delivery team is responsible for making sure Shelter's IT software, systems and infrastructure remain available, flexible and secure. This particular role sits within IT Operations. Join us, and you could soon be responsible for line managing a team of five and ensuring the highest levels of IT support delivery.

About the role

This interesting, varied and challenging role will see you engage in a range of team leadership duties and hands-on activities. Day-to-day, you'll have overall responsibility for the management of our IT Operations - support queue, ensuring tickets are processed in accordance with an Incident Management process etc. You'll also need to work closely with the Service Desk Manager to identify reoccurring support or training issues and areas for knowledge transfer, plus ensure escalated issues are addressed promptly. Managing the issue, replacement and retirement of devices to ensure every staff member has the right tools for the job will be an important aspect of the role too, as will seeing that stock levels are maintained. What's more, should the team need to assist with office setups, we'll rely on you to manage the IT aspects of the move in liaison with the IT operations manager, office manager(s) and facilities team.

About you

Commercially aware, customer-focused and results-driven, you enjoy working collaboratively as well as independently and are a natural at applying creative and lateral thinking to organisational issues and coming up with new ideas, methods and processes. You're also a great problem solver with excellent troubleshooting and analytical skills and, crucially, significant relevant experience. Indeed, the ability to plan activities and staff rotas around a service desk function, including daily checks, as well as effectively manage, lead and develop others, will be key to your success.

Benefits

We offer a wide range of benefits, including 30 days of annual leave, enhanced family friendly policies, pension and interest free travel loans. Our employees also have access to a tenancy deposit loan, payroll giving, cycle to work scheme and an employee assistance programme. Shelter helps millions of people every year struggling with bad housing or homelessness through our advice, support and legal services. And we campaign to make sure that, one day, no one will have to turn to us for help. We're here so no one has to fight bad housing or homelessness on their own.

Apply to be part of our team and be the change you want to see in society.

Safeguarding is everyone's business. Shelter is committed to protecting the health, wellbeing and human rights of those we support, and enabling them to live free from harm, abuse and neglect. All our staff will be expected to observe professional standards of behaviour and conduct their work in line with our Safeguarding Policies. We are happy to talk about flexible working, personal growth, and to promote a workplace where you can be yourself and achieve success based only on your merit.

Shelter does not accept unsolicited CVs from external recruitment agencies nor accept the fees associated with them