Location: Windsor, UK
Salary: Up to £60k
Job Type: Fulltime, Permanent
Who are we?
We’re En Route. We’re a welcoming bunch, with a down-to-earth outlook that helps build lasting relationships with customers and colleagues alike.
As global specialists in passenger solutions, supply chain services and sourcing for airlines and airline caterers, we operate globally as part of dnata, one of the world’s largest combined air services providers.
En Route’s expertise is one of the many reasons why we’ve enjoyed more than 20 years as a global food solutions partner, with offices in the UK, USA, Australia and UAE.
Are you ready to become part of our story?
Job Purpose
The IT is responsible for overseeing the organisation’s IT support operations across four geographic regions. This role focuses on ensuring high-quality technical support, effective governance, and compliance while managing access control and reporting on IT support performance to the IT Director.
Key Responsibilities
- Access Control Management: Develop and enforce access control policies to ensure that only authorised personnel have access to sensitive systems and data.
- Governance: Establish IT governance frameworks and best practices to ensure alignment with organisational goals and compliance with corporate governance.
- Controls Reporting: Prepare and present regular reports to the IT Director on IT performance, security incidents, and compliance status across all regions.
- System Administration: Maintain and optimise IT systems, networks, and applications for reliability and performance across all regions.
- Security Management: Implement cybersecurity measures to protect data and IT infrastructure, including regular security assessments and audits working with the global Cyber Security Operations Centre.
- Vendor Management: Manage relationships with IT service providers and vendors across multiple locations. Ensuring they are meeting agreed SLAs.
- Process Improvement: Identify opportunities for improving IT support processes and systems to enhance efficiency and effectiveness.User Support: Oversee the IT support function to ensure high user satisfaction and effective troubleshooting in the organisations geographic regions.
- Documentation: Maintain comprehensive documentation of support processes, procedures, and knowledge base articles for user reference.
- Training: Provide training for staff on IT policies, security practices, and new technologies applicable to regional operations. Working with the organisation to understand where internal or external training is applicable.
- This job description is not intended to be either prescriptive or exhaustive but is issued as a general framework at the time of writing.
Person Specification
- Proven experience in IT support management or a similar role, preferably in a multi-regional context.
- Strong understanding of IT support processes, access control mechanisms, and IT governance.
- Excellent leadership, communication, and problem-solving skills.
- Ability to collaborate effectively across departments and manage multiple priorities
Knowledge & Skills
- Certifications such as ITIL, HDI, Microsoft Azure or relevant technical certifications.
- Experience with IT service management (ITSM) tools and ticketing systems.
- Familiarity with compliance frameworks (e.g., ISO 27001).
- Excellent verbal and written communication skills
- Good organisational skills
- Strong attention to detail
- Ability to prioritise workload, multitask and work to deadlines
- Ability to work on own initiative and with multiple stakeholders
- Flexible to take on extra and varied tasks when required
- Enjoy working in a fast-paced environment
- Proactive and quick thinking in solving problems
- Have a positive attitude with a strong passion for what you do
