ICT Service Manager - Supported Housing

Our Mission

Apax is a multi-award-winning, values-driven, non-profit social enterprise. Our mission "We strive for excellence to improve ourselves, transform services, enhance lives and advance society" plays centre stage. We take a collaborative and consultative approach that values and appreciates the contribution and enthusiasm of our team to make a difference to our organisation and to the lives of disadvantaged people.

About the Team

With a thirst for knowledge and a drive to challenge the status quo, learning and innovation have become part of our identity as we work to advance the mental health services landscape. We are full of life and enthusiasm for the care of our residents, and we drive this outlook throughout the entire organisation. As a certified Great Place to Work, this recognition reflects our commitment to fostering a positive and supportive workplace. It’s important to us that any candidate joining our team aligns with our culture and lives our corporate values. For more information about who we are please visit our careers.apax.org.uk and apax.org.uk.

Role Overview

This is an exciting opportunity for an experienced ICT Service Manager to primarily manage the organisation’s ICT infrastructure and IaaS systems, while also managing its digital services and SaaS platforms. This is a full-time role covering 37.5 hours per week between 8:30am - 5pm, Monday to Friday. 

Key Requirements

• Undergraduate degree or equivalent in a related discipline, such as Computer Science or Information Technology (essential). 

• Microsoft 365 certifications, including PowerShell management for mailbox permissions (essential).

• Advanced Microsoft Office suite skills with extensive demonstrable experience of Teams (including Teams/cloud telephony systems), Outlook, Word, Excel and PowerPoint with outstanding IT and digital skills.

• 5+ years' experience in Microsoft Intune (MDM Management) services and SharePoint.

• 5+ years’ experience in Microsoft Intune (MDM Management) services and SharePoint.

• 5+ years’ experience managing SaaS platforms, e.g. business communication platforms, intranet, ATC.

• 5 + years’ experience in managing Cisco switches and routers.

• Operating systems knowledge e.g. Microsoft Windows Server, including NLB and clustering.

• 5 + years’ experience managing Azure Conditional Access policies, Active Directory, and Virtue Desktop, primarily Virtual Machine Infrastructure.

• Good knowledge of Teams cloud telephony systems

• Strong knowledge/experience of troubleshooting networking protocols and technologies such as TCP/IP, DNS, DHCP, Firewalls, TCP/IP routing and LAN, WAN.

• Knowledge of ITSM Frameworks.

• Strong knowledge and experience with Microsoft Windows 11.

• Strong knowledge of Microsoft Exchange Server and Office 365 including Sharepoint, AzureAD, LAN, Internet access, firewalls and Exchange/Office 365.

• Good knowledge of Hyper-V and VMware ESX.

• Good Knowledge of backup and DR services (Backup Exec, Datto, Azure)

• Active Directory / Entra ID knowledge and experience to create and manage accounts and policies.

• Knowledge of iSCSI/Fibre channel Storage Area Networks, such as EMC

• Knowledge of Windows Script Host/VBScript/ PowerShell.

• MCSA/MCITP: Server Administrator/VCP or equivalent IT qualifications an advantage.

• Hardware troubleshooting skills to diagnose and resolve issues related to computers, printers, and other devices.

• Software and application support experience in supporting office applications, email systems, and business-specific software Microsoft 365 and ideally Salesforce.

• System administration knowledge of managing user accounts, permissions, and policies in Windows Server or Microsoft 365 environments.

• 2nd Line experience in an IT support role, dealing with more complex technical issues and troubleshooting.

• High attention to detail.

• Excellent time management and prioritisation skills, with the ability to manage a busy workload.

• Excellent communication skills, both written and verbal.

• Strong customer service and interpersonal skills with the ability to train and upskill employees on company software and IT related matters.

Employee Benefits

You will be joining a friendly, kind and joyful company culture whilst working as part of a next-generation digitalised company. Full details of the Employee Benefits will be provided during the interviewing process.

• Healthcare & Wellness: Health cash plans, Employee Assistance Programme, wellness and discount perks.

• Financial & Retirement: Pension scheme, referral scheme, season ticket loans, Cycle Scheme and Tech Scheme.

• Holidays & Time Off: up to 28 days annual leave plus public holidays, buying leave, compassionate & bereavement leave, life events leave eg time off for birthday or moving home.

• Learning & Education: Learning & Development Framework, Learners Academy, Leadership Academy, education grant, study leave.

• Family & Parenting: Generous maternity and paternity leave, paid parental leave.

• Flexible Working: Flexi start, hybrid working between home and office.

• Welfare & Wellbeing: Mental well-being days, sick pay scheme, team building activities.

• Other benefits: complimentary breakfast and refreshments, free parking, and well-being activities.

Our approach to recruitment is competency and values-based, whereby applicants should be able to demonstrate the organisation's values and principles. We are a strong believer that an organisation is only as good as its people and partners who are its greatest strength. We are an equal opportunities employer.