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  • Office Location: Dragon Court, 27-29 Macklin Street, Covent Garden London, WC2B 5LX
  • Office Name: Reed Online, Dragon Court
  • Sector: Central Support
  • Salary: £55000 - £65000
  • Job Type: Permanent
  • Role Type: Full-time
  • Job Ref: 430354

Head of IT

Reed Online are looking for a Head of IT to lead their team based in Holborn, Central London. 

Business objectives

  • To create, evolve and run a Centre of Excellence responsible for all aspects of End User Computing, from strategy to in-life support, ensuring a user-centric approach to providing IT and workplace services 
  • Provides infrastructure services vision, enables innovation and seeks to leverage IT trends that can create business value consistent with the company’s requirements and expectations
  • To champion new ways of working across the business, aimed at maximising productivity through mobilisation, collaboration, removal of friction, continuous introduction of productivity and efficiency gaining tools/techniques, shaping the future of work across Reed Online
  • To define and own the relevant operational processes necessary to provide the best service (service management, incident & problem management, supplier management, financial management, etc.) 
  • To maximise the return on investment Reed Online has made in IT services and ensure productivity benefits are take full advantage of 
  • To manage and procure the ecosystem of IT services, software and hardware that provide the tools the business uses to achieve its goals
  • To manage IT risks, from security to disaster recovery, with responsibility for policy, execution and testing
  • In collaboration with DevOps, manage our domains, ensuring we procure, renew, retire and manage these in a coherent and planned manner

Team objectives

  • To develop a high-performing IT team that is equal parts technology and business facing, and largely autonomous; covering all levels of customer support & engagement
  • To be customer obsessed and highly customer facing, focused on delivering the best experience possible, from the provision of new features to the resolution of incidents 
  • To foster a culture of continuous improvement within the IT team, championing and communicating out a continuously evolving approach to the future of work and ever greater adoption of the technology services we offer the operational business community 

Skills and Experience

  • Leading, building and inspiring teams to deliver exceptional customer experiences and significant business value 
  • Running an End User Computing function
  • Defining IT security and mobility solutions as they apply to end users  
  • Working predominantly with cloud-based infrastructure and services, providing services to end users operating both on site and remotely
  • Providing direct customer support through multiple channels 
  • Providing training and business communications to drive change 
  • Embedding innovation and continuous improvement behaviours within an IT team 
  • ITIL or equivalent IT service qualifications 
  • Experience of managing 3rd party supplier relationships

Key Measures and Targets

  • Operational management and support for all IT services and technologies, ensuring continuous availability and end user productivity is maximised 
  • All IT related end-user facing service desk functions, to provide more than just basic call ticketing – targeting a ‘deep’ support function capable of resolving 99% of all issues at first point of contact 
  • All Joiner/Mover/Leaver (JML) and Install/Move/Add/Change (IMAC) processes, ensuring a frictionless and timely service is provided throughout 
  • Overall ownership of the G-suite platform and related end-user computing devices, ensuring deep expertise is developed inhouse to make best use of this technology 
  • Leadership for delivery of 24/7 service operations and KPI compliance.

Join REED – Improving Lives Through Work

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  • #1 Recruitment Agency – Glassdoor Best Places To Work 2019 & 2020
  • Glassdoor Top CEOs 2019
  • The JobCrowd Top Companies For Graduates To Work For 2018/19

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All job offers are subject to satisfactory references and compliance with vetting requirements applicable to the job role. REED is an equal opportunities employer.  We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender identity, marital or civil partnership status, pregnancy or maternity.  We are a MINDFUL EMPLOYER and offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria.

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