Location: Hemel hempstead (Head Office)

Contract Type: Permanent

Hours of Work: Core Business Hours (37.5 hours between 08:00 and 18:00)

Overview:

ROLE AND RESPONSIBILITIES:

Team Leadership: · Mentoring, coaching, and developing team members. Assigning tasks, prioritising workload, and ensuring team efficiency and SLA achievement. Motivating and encouraging staff to achieve goals. Conducting performance reviews and providing feedback. Ensure the team are following best practice for Incident, Problem, and Change management. Acting as a point of escalation both internally and externally, including participating in the on-call management rota for out-of-hours escalation.

Infrastructure Management: Ensuring the availability, security, and capacity of our customers’ and internal infrastructure. Troubleshooting and resolving technical issues in a timely manner. Managing the support of infrastructure solutions. Developing and maintaining infrastructure standards and procedures.

Project Management: Managing the delivery of new services and changes to existing services. Providing input into Service Transition and ensuring the successful go-live of new contracts. Managing the planning and execution of system and/or acceptance tests.

Collaboration: Working closely with the service desk, NOC teams, and other departments to resolve incidents and problems. Collaborating with technical and business teams to proactively identify opportunities for service improvement and changes in the services delivered to our customers. Driving a culture of customer intimacy and employee satisfaction in line with CAE values.

Working alongside other departments within CAE to achieve and maintain accreditations such as SDI, Cisco and ISO.

Technical Expertise: Possessing in-depth knowledge of infrastructure technologies, including compute, storage, networking, and cloud platforms. Staying up to date with the latest technologies and industry best practices. Using your knowledge to develop your team's technical skills and experience. Able to drive AI into the core of everything we do.

Strategic Planning: Managing the ongoing recruitment, capacity planning, and succession planning for the team in line with business demands. Developing and implementing strategies for IT service operations. Ensuring infrastructure solutions are aligned with the organization's overall strategy.

If you don’t quite tick all the boxes, that’s ok, come and tell us what you can do – we would love to hear what you bring.

The above list is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the post.

REQUIRED TECHNICAL AND PROFESSIONAL EXPERTISE

REQUIRED EXPERIENCE

• Extensive experience in supporting Microsoft Server OS, including Active Directory (AD) and Group Policy.  
• Extensive experience and skilled in Microsoft Exchange administration and support, including Office365 hybrid configurations and Office365 administration and support, covering Exchange, Teams, SharePoint, and Intune. 
• Citrix - Virtual Desktop/Apps
• Previous experience with ITSM platforms like Autotask and ServiceNow. 
• Proficient in virtualization technologies, including Hyper-V and VMware. 
•  Experience with SaaS monitoring solutions (LogicMonitor, ScienceLogic, SolarWinds )
• Exposure to Microsoft Azure or AWS 
• Experience in leading a team, with the ability to plan, prioritize, and manage resources effectively.
• Demonstrated experience in leading and/or managing technical teams.
• Strong technical skills and knowledge of infrastructure technologies and associated hardware, software, and support tools.

Desired EXPERIENCE

• Experienced in Microsoft Azure/ AWS  
• Experience with SaaS monitoring solutions (LogicMonitor / Datto ScienceLogic, Solarwinds) 
• Knowledgeable in Citrix technologies, including Virtual Desktop/Apps and Netscaler.
• Expertise in Office365 identity management, security, and compliance.
• Experience troubleshooting hardware faults (Servers, Blades, SANs) and working with Vendors to resolve. 

REQUIRED QUALIFICATIONS/TRAINING/EXPERIENCE

• Microsoft MCSA or MCP

• ITIL Foundation or familiarity with ITIL or other service desk methodologies such as SD

DESIRED QUALIFICATIONS/TRAINING/EXPERIENCE

• VMware Certified Professional (VCP)
• Project Management qualifications or associated experience

If you’re ready to take your networking career to the next level, apply today and join a team where your expertise makes an impact.

ABOUT YOU: 

CAE employs people of all backgrounds, ethnicities, abilities and skill sets. We are proud of our diversity, and by embracing it, we have built a workforce worthy and capable of long-term success. Our core values are loving your job, working together and doing it different, qualities we see in all our people.

We are looking for skilled and unique individuals who want to join the CAE family and who can buy in to and live our values, always. We want people with a voice who can help us become the IT provider of choice across the UK.

ABOUT US:  www.thisiscae.com

Our goal is to be recognised as the most trusted and valued IT infrastructure solutions provider, chosen by our customers, partners, and everyone in the CAE family. We achieve this through our unique understanding, total commitment, fostering a sense of belonging, continuous improvement, and relentless positive engagement. CAE Technology Services are proud to be an equal opportunities employer.

It is our approach that sets us apart, and our people who make us different. 

Points to note on application:

This role is based out of our Hemel Hempstead Office.

Candidates applying to this role need to live and work in the UK at time of application and not require sponsorship.

We aim to provide a fair and consistent job application process and to not discriminate on grounds of gender, marital status, sexual orientation, race, ethnic origin or disablement.

Since opening this job role we have made changes to requirements, all noted above. June 25.

Location: Hemel hempstead (Head Office)

Contract Type: Interim

Hours of Work: Core Business Hours (37.5 hours between 08:00 and 18:00)

Overview:

In addition to the above description you will : 

• Plan, monitor, and coordinate presales engagements, T&M, and Small Works projects.
• Assist on larger deployments or programmes required by the PMO.
• Follow PMO methodologies and processes, including:
• Acting as the main PMO and internal point of contact for assigned projects.
• Allocating resources and creating high-standard documentation.
• Adhering to OLAs and SLAs.
• Updating tickets promptly and reporting progress.
• Managing project records and stakeholder relationships.
• Identifying and escalating risks/issues early.
• Ensuring customer satisfaction and compliance with company policies.
• Managing 3rd party suppliers' engagement and deliverables.
• Provide cover for teammates during absences.
• General administrative support and ad-hoc tasks as directed, including diary management
• Provide support  to team mates, cover absences as and when required 

The above list is not exhaustive, and additional tasks may be required within the scope of the role as directed by the PMO Manager. 

Required Skills and Experience for this role include: 

• Previous and demonstrable experience within a fast-paced PMO environment as a project coordinator or contact centre environment.
• Proven experience engaging with stakeholders, end users, end customers courteously and efficiently to provide information and resolve issues.
• Adaptable to change and has the ability to learn and use different inhouse bespoke software and up to date and current PMO tools
• Ticketing system experience, strong diary and calendar entry skills
• Fluent in English - Written and Spoken

Desired Skills and Experience, 

• Previous experience within an IT Services environment or b2b.
• Previous experience within an IT services environment or working with Sales teams 

Qualifications and Training 

Required   

• Prince2 Foundation (or similar Project Management certification)
• GCSEs or equivalent in Maths and English
• Proficiency in Microsoft Office applications (e.g. Outlook, Excel, Word, PowerPoint)

Desirable 

• ITIL Foundation

This role will be based in either our Hemel or Warrington office. 

A hybrid working pattern is expected 3 days in the office/ 2 WFH.

Monday to Friday 09h00 to 17h30.

Please note candidates applying to this role need to live and work in the UK at time of application and should not require additional sponsorship.