You will manage information technology (IT) tasks and staff, establish relationships with external clients, services computer systems and software, and maintain computer networks and user connectivity.

You will lead efforts to understand pain points, looking at projects and goals, and ensure open communication. You will identify and implement strategies and efficiencies to eliminate or reduce those pain points. You will ensure the helpdesk staff uses the required tools and software to identify, document, track, resolve, and escalate reported problems.

Requirements

Please view these role requirements as just an indication of what we’re looking for - sometimes the perfect candidate is far more or less experienced than we anticipated. If you think that might be your case, please reach out and let us know!

• Responsible for the daily running and management of the helpdesk desk through the effective use of resources with responsibility for meeting and setting targets as well as planning areas of improvement or development.
• Monitor helpdesk performance indicators, correcting problems and constantly looking to make improvements.
• Creates and communicates new technology projects to executive level management.
• Work with team members and other departments regarding technical and customer service-related issues.
• Create and implement KPIs and data metrics related to timelines and deliverables.
• Designs & continuously improve global management processes to promote the company objectives.
• You will play a key role in the delivery of high-quality technical support for business and customers alike. You will take end to end ownership for incidents and escalate them where necessary to see them through to resolution.

Required Experience

• 1-5 years of experience working in IT operations.
• Excellent working knowledge of computer systems, security, network, systems administration, databases / data storage systems, and phone systems – both on prem and cloud hosted solutions.
• Exceptional communication skills to be able to thrive as the bridge between the helpdesk and customers
• Experience and understanding of networking protocols.
• Keep current with the latest technologies.
• Windows and Mac endpoint management.
• Ability to coordinate multiple activities.
• Strong leadership and technical skills.

Experience in genetics/genomics and medical sciences is a plus but definitely not a must.

Benefits

What we offer in return:

• Competitive salary
• Personal development budget
• State of the art hardware and software
• 25 days of annual leave plus the usual public holidays.
• Conferences, events and training resources (Data science, AI, cloud, any tech stack, painting, origami, you pick!) - we offer £1,000 a year to each person for personal development);
• International and diverse team.
• Flexible working during summer