IT Infrastructure Team Leader

The IT Infrastructure Team Leader will ensure that the IT infrastructure for N3i and its customers is managed effectively, providing a high-quality service with minimal disruption, specifically in the area of IT systems, servers, storage, security, telephony, virtualization, and network infrastructure in the N3i data centers and wider supported sites. The position provides technical expertise across a range of relevant IT technologies. The role will be responsible for effective execution of service management processes (request, incident, problem) and to manage, develop, lead, and motivate the infrastructure team, ensuring staff performance is monitored, producing and monitoring staff's professional development plans through monthly 1-2-1s and escalating any issues or skills gaps. The role acts as a further escalation point within the team for technical and/or operational issues. This role is both technical and operational and will involve monitoring and maintaining IT infrastructure systems to ensure they remain operational and secure, including but not limited to data center, site servers, and networks, acting as a point of escalation for other infrastructure engineers on all things technical. The role will be required to attend these sites to resolve issues and/or meet with stakeholders. This will include troubleshooting and resolving technical problems as they arise, either independently or in collaboration with other IT professionals. The role involves designing and deploying enterprise-level hardware and software systems that support the organization's operations, as well as advising on the purchasing and undertaking installation of new hardware and systems when required. You will assist in the development of disaster recovery plans and procedures in conjunction with other parts of the business and ensuring these are fit for purpose, kept up to date, and regularly tested. The role requires you to keep abreast of technological advancements and emerging trends in hardware, software, and systems management to inform decision-making about IT infrastructure. Together with the rest of the team, you will help to deliver a 1st, 2nd, and 3rd line support facility for all N3i customers and be responsible for keeping the organization's staff and other IT colleagues fully informed of the progress of calls raised with the IT Service Desk, maintaining clear, high-quality records on actions undertaken in support of resolving IT incidents.

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