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Overview
Total Care and Support is an outsourced service provider, specialising in contact centre, logistics and telecoms engineering. The company provides a range of outsourcing solutions such as inbound and outbound sales, cross selling, order processing, technical support, customer support, telemarketing, telecoms engineering and system development. Our clients are extremely fast growth communications businesses, working in the Technology sector.

More recently we’ve started a new venture to offer managed solutions through the use of IOT devices, associated software and the use of AI for the public and private sectors. We’re very much at design and testing stage hence the need to bring on technical talent to help us build this next chapter.

Role Overview of the Head of IT

The Head of IT will be responsible for the strategy, leadership, and management of all internal IT systems, ensuring the smooth operation of both customer-facing platforms and internal colleague services. This role will ensure that the organization’s IT infrastructure supports business growth, drives efficiency, and provides a positive end-user experience for colleagues. Key areas of focus include enterprise collaboration tools (e.g., Microsoft Teams), Wi-Fi, desktop infrastructure, and customer-facing digital solutions.

This is a new role reporting to the Chief Technology Officer which can be based in our new Manchester office or at our Head Office in Burnley.

Key Responsibilities:

IT Operations and Strategy:

1. Leadership of IT Operations: Oversee all aspects of IT systems that support internal business operations and customer-facing services, ensuring they are secure, reliable, and scalable.

2. Strategy Development: Define the IT strategy for both internal and customerfacing systems, aligning with the overall business objectives to drive efficiency, performance, and innovation.

3. System Integration: Lead efforts to integrate systems across different business functions to improve collaboration, reduce costs, and enhance user experiences.

4. Business Continuity: Develop and maintain business continuity and disaster recovery plans, ensuring system redundancy and minimal downtime.

Internal Colleague Systems:

1. Collaboration Tools: Oversee the management, optimization, and support of colleague collaboration tools, such as Microsoft Teams, ensuring a seamless communication and collaboration experience.

2. Desktop Infrastructure: Lead the management of the desktop infrastructure (hardware and software), including provisioning, lifecycle management, and support for all end-user devices.

3. Wi-Fi and Networking: Ensure the availability, performance, and security of the internal Wi-Fi network and other colleague connectivity solutions.

4. IT Support Services: Oversee the IT service desk and support services, ensuring the timely and effective resolution of colleague IT issues.

5. End-User Training: Develop and implement training programs for employees on IT tools, systems, and cybersecurity best practices to enhance productivity and security awareness.

Customer-Facing Systems:

1. Customer Experience: Ensure that customer-facing IT systems (e.g., websites, apps, portals) are robust, user-friendly, and provide an excellent digital experience.

2. Security and Compliance: Ensure that all customer-facing systems are secure, compliant with relevant standards (e.g., GDPR), and meet high availability and performance standards.

3. Digital Transformation: Drive digital transformation initiatives that enhance customer interaction and engagement through innovative technology solutions.

Team Management and Leadership:

1. Team Leadership: Lead and manage a team of IT professionals, including system administrators, IT support, network engineers, and application developers.

2. Vendor and Partner Management: Manage relationships with external IT vendors and service providers to ensure delivery of high-quality services and adherence to SLAs.

3. Talent Development: Mentor and develop the IT team, promoting a culture of continuous improvement, innovation, and professional development.

4. Cross-Department Collaboration: Collaborate with department heads and other senior leaders to ensure IT initiatives support business needs and drive performance improvements.

Technology and Infrastructure:

1. Infrastructure Management: Oversee the management and optimization of IT infrastructure, including servers, storage, networks, and cloud services.

2. IT Architecture: Lead the design and implementation of IT architecture that supports current and future business needs.

3. Cloud and SaaS Solutions: Leverage cloud services and software-as-a-service (SaaS) platforms to improve scalability, performance, and cost efficiency.

4. Cybersecurity: Implement and enforce cybersecurity policies and practices to protect internal systems and customer data from threats.

Budget and Financial Management:

1. IT Budget Management: Develop and manage the IT budget, ensuring efficient use of resources, cost control, and alignment with business priorities.

2. Cost Optimization: Identify opportunities to reduce IT costs while maintaining or improving service levels.

Key Requirements:

Technical Skills:

1. IT Infrastructure: Deep understanding of IT infrastructure, including servers, storage, networking, virtualization, and cloud computing.

2. Collaboration Tools: Expertise in managing collaboration tools (e.g., Microsoft Teams, SharePoint) and end-user computing environments.

3. Enterprise Applications: Experience with ERP, CRM, and other enterprise applications, as well as integrating these systems into overall business operations.

4. Network Management: Solid knowledge of networking, including LAN/WAN, WiFi, VPNs, and security protocols.

5. Cybersecurity: Strong grasp of cybersecurity best practices, tools, and frameworks for securing both internal and external systems.

Experience:

1. Experience: 10+ years in IT, with at least 5 years in a leadership or managerial role, overseeing IT operations for both internal and customer-facing systems.

2. Project Management: Proven ability to lead large-scale IT projects, including rollouts of new systems and digital transformation initiatives.

3. Vendor Management: Experience managing third-party vendors, including contract negotiation, performance management, and service level agreements.

4. Certifications: Relevant certifications such as ITIL, PMP, or similar, as well as technical certifications in networking or cloud technologies (e.g., AWS, Azure).

Soft Skills:

1. Leadership: Proven ability to lead diverse IT teams and manage projects across different functional areas.

2. Communication: Excellent verbal and written communication skills, with the ability to convey technical concepts to both technical and non-technical stakeholders.

3. Problem-Solving: Strong analytical and problem-solving abilities, especially in troubleshooting complex IT issues.

4. Strategic Thinking: Ability to align IT strategy with broader business objectives and drive innovative IT solutions.

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree is a plus.

Job Type: Full-time

Pay: £70,000.00 per year

Benefits:

• Company pension
• On-site parking

Schedule:

• Day shift
• Monday to Friday

Work Location: In person

Reference ID: IT-1