Tech Support Manager

**This role is with Broderick Bros LTD a JLA Group Company**

About our business

JLA Group

JLA is a mission critical infrastructure solutions business offering services Laundry, Catering, Heating, Fire Safety, Infection Control and Air Conditioning. The company offers an end-to-end, on premise, machine supply and breakdown service proposition under the name Total Care, and additional products and services. JLA is driven by a world class Sales & Marketing engine, owns and maintains all assets, and has an efficient on-site operations team working with daily with customers.

Broderick Bros

For nearly 100 years Broderick Bros Ltd has been providing specific, tailored solutions to the foodservice industry in Ireland. We specialise in the design and installation of new kitchen schemes and the repair and service of all types of foodservice equipment. Whatever your requirement; we help you get the best from your commercial kitchen with expert, open advice gained directly from experience.

Our designers are on hand to guide you through the most suitable equipment and project solutions. Our Service Desk will log any breakdowns, arrange for an engineer to attend your site and keep you fully informed of the progress of the call from start to completion.

About the role

JLA is seeking an experienced Tech Support Manager who is experienced in supporting traditional on-premise IT systems as well as Public Cloud (ideally Azure). This role is ideal for someone who is used to working in a remote capacity and would be a key member of the wider Tech Team (geographically spread throughout the UK but primarily based in Ripponden, West Yorkshire). The role requires the day-to-day on-site management of all aspects of IT (e.g.

End User Compute, Telephony, Storage, Networks, Monitoring and Collaboration Tools). It would additionally have an element of regional coverage throughout the ROI by way of site visits as necessary.

Key Responsibilities

Infrastructure Management:

• Administer and maintain existing IT primarily at the Dublin site (including switches, firewalls, access points, computer, storage).
• Working with Group App Managers and Head of Infrastructure to ensure CRM, Service and Finance Infrastructure are highly available.
• Work closely with the Head of Infrastructure to administer and maintain (remotely) Group Cyber Tools (EDR, web filtering, SIEM, Email Filtering, Backup solutions, MDM tools etc).
• Monitor and optomisation of existing onsite (primarily Dublin but other ROI sites) as well as existing Cloud environment.
• Manage existing relationships with Service Providers with regular reviews to ensure service levels meet / exceed expectations.

Security & Compliance:

• Ensure existing ROI environments (primarily Dublin) are regularly patched, vulnerabilities reviewed and actioned within group-wide defined timescales.
• Work with the Head of IT Infrastructure and the team to contribute to the wider maintenance of appropriate Cyber posture levels.
• Ongoing review of existing security measures (Active Directory, Entra ID etc) to ensure appropriate RBAC permissions are adhered to.

Documentation & Reporting:

• Maintain comprehensive documentation for on-premise / cloud infrastructure and operating procedures.
• Work closely with the Head of IT Infrastructure to ensure quarterly system reviews / annual external system audits are completed in a timely manner.
• Provide technical support (on-site) primarily to the Dublin site but also other ROI sites as well as the wider UK sites via remote tools.
• Work closely with the Head of IT Infrastructure on key projects and agreed BAU activities.
• Participate in regular Tech Team Service Desk / Infrastructure Meetings.
• Provide remote on call weekend coverage (currently one in six) for BAU break / fix issues.
• Identify areas for improvement, developing and implementing improvement programs to increase process and cost efficiency within Technology.

Qualifications / Skills

Experience:

• Minimum 3 years of experience in systems administration (on-premise & public cloud – ideally Azure).
• Demonstrable strong business stakeholder management.
• Proven ability to effectively troubleshoot complex problems and define / implement appropriate solutions.

Technical Skills:

• Windows Server 2016 / 2019 / 2022.
• Core MS Services – AD, DHCP, DNS, File & Print Sharing, Remote Desktop Services.
• Cyber (EDR, web filtering, email screening, MDM, patching / vulnerability management).
• Strong understanding and experience of key ITSM principles.
• MFA (MS Authenticator).

Certifications:

• ITIL Certification.
• MCSE: Core Infrastructure / MCSE: Productivity (desirable).

Soft Skills:

• Ability to manage multiple priorities in a fast-paced dynamic environment.
• Participate in learning and development activities that develop personal effectiveness and assist in improving performance in the role.
• Methodical, analytical and logical thinker.
• Excellent communication and collaboration skills.
• Commitment to self-development and willingness to learn and expand the role.
• Good sense of humour

We care about our people and take your well-being seriously, which is why we offer a range of supportive tools for health and wellbeing, financial guidance, and legal advice. Our Employee Assistance Programme, 24/7 Wellness and Lifestyle App plus a dedicated team of Mental Health First Aiders are there to support you through life's challenges. We also offer up to 8 counselling sessions, which can be in-person or remote, providing you with the support and flexibility to suit your own personal needs.

To offer financial support, we not only provide life assurance coverage, company sick pay, and a company pension scheme, we offer a range of added benefits such as free office parking, eye care vouchers, a cycle-to-work scheme, and exclusive discounts through our staff benefits hub.

We really pride ourselves in offering a healthy work-life balance and believe it is important to have time away to recharge which is why we provide 25 days of annual leave plus bank holidays, flexible working options, and enhanced family leave policies.

We are a company that appreciates you and invests in your success and even have a Colleague Recognition Scheme to celebrate your achievements. We're dedicated to your growth, offering support in career development and training. We value your referrals, and through our Refer a Friend scheme, you can earn up to £1,000 in bonus rewards!

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