People are Jacobs’ greatest asset, and we offer a competitive package to retain and attract the best talent. In addition to the benefits you’d expect, UK employees also receive free single medical cover and digital GP service, family-friendly benefits such as enhanced parental leave pay and free membership of employee assistance and parental programs, plus reimbursement towards relevant professional development and memberships. We also give back to our communities through our Collectively program which incorporates matched-funding, paid volunteering time and charitable donations.
This role is dedicated to one of our major clients to ensure the smooth functioning of their IT BAU Infrastructure. This includes overseeing service desk operations, managing teams and implementing technical solutions to maintain the technology environment – providing critical support to keep their teams up and running. We require a blend of technical expertise, leadership skills and a customer-centric approach to effectively resolve technical issues and optimize operational processes.
- Full time employment with us is based on 40 hours per week
- In this critical role you will be required to support the client on-site in a full-time capacity at their offices
- SC level security clearance is required to for this role which requires a criminal record check, credit check, consistent recent UK residency and other vetting
Some key duties and responsibilities
- Service Desk Management _ supervise daily operations of the service desk, ensuring prompt and effective handling of incidents and support requests
- Resource Management _ oversee the allocation and utilisation of resources, including personnel, equipment and supplies to ensure effective use of Azure and M365
- Team Leadership _ lead and mentor a team of operations staff, fostering a collaborative and high-performance work environment
- Performance Monitoring _ track and analyse key performance indicators (KPIs) to ensure operational goals are met and identify areas for improvement, utilizing available analytics tools
- Patching, Upgrades & Forced Changes _ manage the team / process to ensure that patching and upgrades are applied in a timely manner and where suppliers are ceasing services (for example), ensure that these are identified and remediation plans defined and implemented
- Supplier Engagement _ engage with suppliers for upgrades, issue resolution and problem solving
- Strategic Planning _ develop and implement operational policies and procedures to enhance efficiency and productivity
- Budget Oversight _ manage the operations budget, ensuring cost-effectiveness and fiscal responsibility, with consideration for cloud service expenses
- Individual, team and resource management experience
- Basic Cloud / Azure fundamental knowledge (AZ-900 Certification)
- Experience of ITIL Service Management (ITIL Foundation Certification) and M365 Application Stack
- Experience of Change Management
Our culture
Jacobs partners with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visit to view and access our roles. As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role.
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