What will I be doing:

Due to internal progression, we have a vacancy for a Head of Business IT Support. This role sits within our infrastructure and support teams and is a key part of the IT leadership team. It involves overseeing our First and Second Line teams working closely with our IT Services Manager and Infrastructure Leads to ensure cohesive IT support is delivered to the business. You will be dealing with stakeholders from across the business and managing key relationships. This position can be worked from either our London or Cambridge offices.

This is a varied and dynamic role where you can make a real impact. Key duties and responsibilities include leading, mentoring and managing Darktrace's IT support teams as well as acting as the primary point of contact between IT and the wider business. You will be acting as the technical escalation point, logically troubleshooting problems and guiding staff through this process while implementing and applying best practices. You will also be working closely with the other leads to align IT service strategies and drive process improvements as well as helping maintain a robust knowledge base and documentation repo that engineers can contribute to. Additionally, this role involves supporting the IT Services Manager with data analytics and reporting as well as attending the Change Advisory Board (CAB), ensuring standards are upheld and feedback is taken onboard.

What experience do I need:

We welcome applications from proactive individuals with demonstratable experience in leading IT support teams. You likely be a strong communicator with excellent interpersonal skills as well as the ability to mentor and coach other members of the team. An inquisitive nature/the desire to drive process improvements is important here as well as the ability to think outside the box. Technologies we would expect you to know include:

• iOS
• MacOS
• Active Directory
• Windows
• ITIL
• Microsoft 365
• Intune or a good understanding of the concepts of MDM’s and RMM’s
• Business intelligence tools like Power BI or equivalents

Benefits we offer: