This is a hybrid role where you’ll play a hands-on role in managing day-to-day IT service operations across their UK and European offices, ensuring a high level of service and effective escalation processes, while also supporting change and vendor management.

The business is medium-sized (150 people across 9 countries), so it’s still agile, with the chance to influence how things are run. They’ve got the complexity of a multi-site, multi-national setup, but without the red tape of a large corporate.

Core Responsibilities:

• Lead the day-to-day operations of the internal IT support team
• Act as the main escalation point for service-related incidents, making sure issues are routed and resolved quickly
• Maintain oversight of core ITSM processes which includes - incident, request, and change management
• Guide operational tooling improvements and help prioritise internal service enhancements
• Manage relationships with suppliers for hardware, mobile, and connectivity reviewing contracts and spend

What They’re Looking For:

• Experience in IT Service Delivery or Helpdesk function supporting Tickets across 2nd/3rd Line
• Managing escalations and working closely with internal teams ensuring service quality
• Good working knowledge of core Microsoft tools – Office 365, Intune, Active Directory
• Familiarity with ITSM platforms (e.g. Freshservice, ServiceNow, Jira)
• Strong communicator - able to work with technical and non-technical stakeholders alike
• Some exposure to change management and helping shape technical delivery would be useful
• ITIL knowledge or equivalent experience preferred

This is a great fit for someone who enjoys variety and thrives in a visible, hands-on service leadership role. While deep technical skills aren’t required, a solid grounding in IT operations and service environments is important.

Job Details:

• Job Title: Infrastructure Engineer - 12 Month (FTC)
• Salary: £60,000 (Flex)
• Location: London (Hybrid - 3 Days Onsite)
• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Real Estate and IT Services and IT Consulting