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Purpose: As Support Desk Manager the candidate will be required to take on responsibility for day to day IT tickets across the Group, including Millboard and Murray Uniforms. This role will cover all IT systems related processes. Key to this role is supporting adherence to the security policy.

Scope: The candidate must be able to demonstrate they are able to work and communicate effectively to all levels within the organisation, up to and including directors. The candidate will report directly to the IT Manager. Please note that this job description is intended only to act as a guide to the requirements of this role and is not an exhaustive list. As such all job descriptions are non-contractual and may be subject to review and amendment. The Company and management reserve the right to require you to undertake reasonable duties and tasks which are not detailed below.


• To troubleshoot and resolve all support requests (1st, 2nd and 3rd level), whilst maintaining accurate details in our ticket system
• To troubleshoot system and network problems, diagnose and solve hardware/software faults
• Follow processes to repair a fault or set up a system
• Prioritise and manage multiple open cases at any given time
• Monitor and maintain the IT systems and networks (across all sites) including implementation of scheduled programs of patching & firmware/software upgrades
• Support the roll-out of new applications/systems including performing upgrades and installations of new servers/computers
• Setup new users’ accounts, profiles and deal with associated login issues etc
• Create, update and maintain the technical knowledgebase and documentation
• Provide technical support and mentoring to other members of the IT team and business departments
• Ensure that all security risks are identified and managed. Any remediation and security management plans are also actioned
• Supporting IT systems configuration tasks
• Ensure IT systems address the defined requirements of the business
• Managing data cleansing and migration tasks
• Ensuring user acceptance testing of the systems, tracking test outcomes, defects and enhancements
• Supporting user adoption efforts to ensure the systems are fully utilised and supplement user training where required
• Reducing IT & phone downtime
• To participate in infrastructure installation, hardware refresh and other projects as occasion demands
• Ensuring IT is proactive and not wholly reactive

Technology Experience

• Relevant qualification or proven experience in Information Systems, Information Technology, Computer Science, or related field
• Experience of supporting diverse business users
• Experience of implementing IT solutions
• Experience of security management across all business processes
• A strong understanding of ERP applications - preferably with experience within businesses with manufacturing/production scheduling requirements
• Experience in SAP B1 HANA and integrations is preferred
• Experience working with business intelligence (reporting) solutions is preferred
• Experience of projects involving data and system integration is preferred
• Experience of Office 365/SQL/Active Directory is preferred
• Experience of Cloud Platform setups including transition to cloud is preferred
• Experience of other systems either on premise or cloud based will be taken into consideration
• Ability to quickly learn a new system and adapt is more important than a single in-depth system knowledge

Person Specification

The competencies listed are appropriate to the Support Desk Manager and are an illustration of the qualities that the Company requires:

• Strong problem solving skills
• Strong proactive approach to issues involving root cause analysis and resolution
• Desire to grow the IT team to best in class
• Attention to detail whilst understanding the balance to getting work done
• Proven skills to take own initiative as needed
• Customer Service skills applied to challenging users/situations
• On call responsibilities within a pressurised support environment including being solo on a site as needed for problem resolution
• Have interest in learning about current/new/future technologies to help the company, themselves and the team
• Ability to work independently when required but also aware of the importance of team work and collaboration
• Good time management
• Good task management
• Strong written and verbal communication skills
• Ability to adapt and respond to change
• Able to demonstrate ability to achieve objectives and exceed expectations
• Applicants must have a full UK driving licence

Additional Information

22 days holiday per annum plus Bank holidays
Employee Assistance Programme
Eyecare Contributions


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