Role Overview & Mandate
Executive Summary
Are you an exceptional leader with a passion for technology and progression? Coffee Cup Solutions, based in Wokingham, Berkshire, is an...
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Are you an exceptional leader with a passion for technology and progression? Coffee Cup Solutions, based in Wokingham, Berkshire, is an established IT services provider specialising in managing the IT for small to medium businesses since 2014. We are looking for a dynamic and capable individual who is eager to work with a team and can make a significant impact. We put customer experience and service quality at the forefront of what we do, whilst genuinely helping our people develop in their roles. Coffee Cup Solutions is passionate about making working lives better at a time when the innovative use of technology has never been more vital.
If you have leadership experience within an MSP environment, enjoy building successful service desk teams, working as a 3rd line support engineer, and delivering transformative projects, then we would love to hear from you!
What you'll be doing:
- Furthering the vision for the direction and delivery of our IT services offering, working with the CEO and Technical Director to build a pathway to success.
- Overseeing the management and development of the IT Services Team in our Wokingham office, ensuring the quality and immediacy of support is as expected, with the levels of responsiveness required to meet the requirements set out by key clients. The Information Technology Manager will also cover the oversight of IT Support Engineers in the Coordinator's absence.
- Overseeing project design and delivery, working with technical specialists in the company.
- Undertaking infrastructure project work according to agreed schedules, providing clear communication to external stakeholders, working in liaison with the Business Coordinator.
- Owning the ultimate responsibility within the business to ensure all IT services software toolset are utilised with a vision of maximum efficiency and cohesion, which results in client experience excellence.
- Developing continuous improvement initiatives for success in service excellence for Coffee Cup Solutions' IT Services clients.
- Acting as a point of escalation for technical issues that require solutions from clients via phone, live chat, and email, in addition to assisting with troubleshooting requirements raised by junior members of the service delivery team, providing guidance and support.
- Continually looking for ways to improve personal and team performance/efficiencies.
- Responsible for working on our automations and enhancing our IT services with a strong knowledge of PowerShell.
- Responsible for the generation of external and internal reporting at the required frequency.
- Responsible for delivery of monitoring and backup services across IT Services.
- Involvement in the delivery of IT projects: Service Desk and change projects (physical, virtual, software).
Desirable skills, attributes, and qualifications:
- Management experience in the IT Services industry, engaging with internal and external stakeholders.
- MSP 3rd line support experience and above.
- Experience with Service Desk software, RMM and monitoring tools, and IT Documentation software.
- A good understanding of current IT security fundamentals and fundamentals of ITIL.
- Server, storage, and desktop design and administration (Cloud and physical).
- Microsoft Services administration (365, Azure, Entra, Autopilot, Intune).
- A working understanding of Networking switching, routing, firewalls, and VPN.
- A working understanding of VoIP/SIP (3CX) and VC.
- Experience working with ticket systems and RMM tools.
- Proven technical, problem-solving, and troubleshooting skills.
- High attention to detail with the ability to follow procedure.
- Good planning and documentation ability.
- Excellent communication skills, including telephone manner.
- Adaptive and relational, with an ability to lead.
- Customer engagement ability.
- Capable of working independently and as part of a team.
- Flexibility to work onsite at client locations and Coffee Cup Solutions' Wokingham office when required.
Salary & Benefits:
- £45,000 - £55,000 per annum DOE, with a 6-month probationary period. We'll help you settle into your role, getting to know our team & mix of clients.
- Coffee Cup Solutions Group Pension Scheme.
- Flexibility, including some home working where appropriate.
- 25 days annual leave (+ bank holidays)
- Individual development plan with progression path.
- Training opportunities.
- Electric Car Scheme
- Private Healthcare including Mental Health cover
Job Type: Full-time
Salary: £45,000.00-£55,000.00 per year
Benefits:
- Company pension
- Referral programme
Schedule:
- 8-hour shift
- Monday to Friday
Ability to commute/relocate:
- Wokingham, Berkshire: reliably commute
Experience:
- Microsoft Azure: 3 years (preferred)
- Information Technology: 7 years (preferred)
- PowerShell: 3 years (preferred)
Work authorisation:
- United Kingdom (required)
Job Type: Full-time
Salary: £45,000.00-£55,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Private medical insurance
- Sick pay
Schedule:
- Monday to Friday
Work Location: One location
