Mdm

IT Service Desk Team Leader Edinburgh Hybrid  from £50,000 upwards  31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support and career coaching   THE TEAM As the 3rd Line Service Desk Team Leader, you’ll be managing a small team of Service Desk Analysts, daily operations and BAU activity, whilst serving as the senior escalation point for our most complex and advanced issues. We’re looking for you to be a technical expert who can administer and support our systems, whilst providing great team leadership. If this sounds like you, we want to hear from you!   WHAT YOU’LL BE WORKING ON * Developing and supporting the Service Desk team through coaching and guidance * Taking the lead on complex incidents, acting as the 3rd line escalation expert * Keeping our Azure, M365, Intune, IAM and MDM environments running smoothly * Owning end-to-end office IT operations – from provisioning devices to keeping asset control tight * Championing security best practice across BAU, access, devices and policies * Managing supplier relationships, licensing and renewals, and contributing to budget planning * Keeping Jira, documentation and ITIL processes sharp, accurate and always evolving WHAT YOU WILL BRING TO THE ROLE * Experience building and growing service desk teams that deliver * Up-to-date knowledge of Azure, Microsoft 365 and device management (Intune/MDM) * Thrives on solving complex IT challenges * Thinks proactively about security, embedding least-privilege access and safe ways of working * Decisive and organised, with a big focus on prioritisation and continuous improvement WHO WE ARE At GoFibre we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve. Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We continue to raise investment for our infrastructure, service and people through our top-notch partnerships, and we’re confident and enthusiastic about what is coming next for the GoFibre family, as we strive to connect hundreds of thousands of homes and businesses. We have fantastic offices to allow colleagues to connect and catch up, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links. HOW WE WORK Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning and we thrive under pressure, because we support one another and have some laughs along the way. We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about work-life balance and wellbeing. Sound like the kind of place you want to work? If so, read on We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation. Together, we’re all part of the rich GoFibre family and we’re unified by our goals, inspiring our teams to challenge the norm and deliver best-in-class service to our customers, all whilst encouraging and appreciating one another. Are you ready for the challenge? Get in touch now, we can’t wait to hear from you! www.gofibre.co.uk #LI-SN1

IT Service Desk Team Leader Edinburgh Hybrid  from £50,000 upwards 31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support and career coaching   THE TEAM As the Service Desk Team Leader, you’ll be managing a small team of Service Desk Analysts, daily operations and BAU activity, whilst serving as the senior escalation point for our most complex and advanced issues. We’re looking for you to be a technical expert who can administer and support our systems, whilst providing great team leadership. If this sounds like you, we want to hear from you!   WHAT YOU’LL BE WORKING ON   * Developing and supporting the Service Desk team through coaching and guidance * Taking the lead on complex incidents, acting as the 3rd line escalation expert * Keeping our Azure, M365, Intune, IAM and MDM environments running smoothly * Owning end-to-end office IT operations – from provisioning devices to keeping asset control tight * Championing security best practice across BAU, access, devices and policies * Managing supplier relationships, licensing and renewals, and contributing to budget planning * Keeping Jira, documentation and ITIL processes sharp, accurate and always evolving WHAT YOU WILL BRING TO THE ROLE * Experience building and growing service desk teams that deliver * Up-to-date knowledge of Azure, Microsoft 365 and device management (Intune/MDM) * Thrives on solving complex IT challenges * Thinks proactively about security, embedding least-privilege access and safe ways of working * Decisive and organised, with a big focus on prioritisation and continuous improvement WHO WE ARE At GoFibre we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve. Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We continue to raise investment for our infrastructure, service and people through our top-notch partnerships, and we’re confident and enthusiastic about what is coming next for the GoFibre family, as we strive to connect hundreds of thousands of homes and businesses. We have fantastic offices to allow colleagues to connect and catch up, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links. HOW WE WORK Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning and we thrive under pressure, because we support one another and have some laughs along the way. We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about work-life balance and wellbeing. Sound like the kind of place you want to work? If so, read on We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation. Together, we’re all part of the rich GoFibre family and we’re unified by our goals, inspiring our teams to challenge the norm and deliver best-in-class service to our customers, all whilst encouraging and appreciating one another. Are you ready for the challenge? Get in touch now, we can’t wait to hear from you! www.gofibre.co.uk #LI-SN1

WPP is the trusted growth partner for the world’s leading brands.  We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth.    We work with the world's most valuable brands and have global reach across 100+ markets, with deep local expertise.   Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.    For more information, visit WPP.com.   Why we're hiring: WPP is at the forefront of the marketing and advertising industry's largest transformation. Our Global CIO is leading a significant evolution of our Enterprise Technology capabilities, bringing together over 2,500 technology professionals into an integrated global team. This Team will play a crucial role in enabling the ongoing transformation of our agencies and functions. We are looking for a highly technical IT manager to oversee End User Services (EUS) and drive strategic technology operations across the Costa Rica market. This role ensures optimal service delivery, enhances IT frameworks, and manages a diverse technology landscape, integrating user endpoint infrastructure, security, and compliance requirements. The successful candidate will lead IT transformation initiatives and collaborate with cross-functional teams to align technology services with business objectives while maintaining robust system integrity and security posture. What you'll be doing: Roles and Responsibilities   * Oversee and manage daily technology operations to ensure high availability and reliability of IT services. * IT Budget management * Coordinate with cross-functional teams to implement technology solutions aligned with business objectives (WPP ET). * Monitor system performance, troubleshoot issues, and ensure timely resolution of incidents. * Manage IT infrastructure, including servers, networks, and cloud services, maintaining security and compliance standards. (AZURE, LAN) * Supervise and guide technical support staff, fostering professional growth and effective teamwork. * Collaborate with vendors and service providers for procurement, maintenance, and contract management. * Report on operational metrics, incident trends, and improvement initiatives to senior leadership. * Drive the adoption of best practices in IT service management and operational excellence following WPP ET guidelines * Attend and interact effectively and directly with stakeholders * Management of support for business-critical applications   Leadership & Line Management of Engineer Resources * Directly manage EUS Leads and Engineers, facilitate resource planning and workload distribution, ensuring optimal efficiency across projects and operational demands. * Set clear goals, expectations, and KPIs to measure individual and team performance across technical operations. * Lead mentoring and skills development initiatives, fostering a culture of innovation and technical excellence. * Champion process standardization, implementing ITIL and service management best practices for consistent execution. Ticket Queue Management & SLA Compliance * Oversee ticket queue management, ensuring incidents and requests are categorized, prioritized, and assigned efficiently. * Monitor SLA compliance, tracking ticket resolution times and ensuring adherence to service performance metrics. * Ensure documentation of all incidents and service requests, creating detailed root cause analyses for major recurring issues. * Lead stakeholder communication on SLA performance, ensuring transparency in service quality and incident handling expectations. Performance Optimization * Utilize ITIL methodologies to improve service delivery, reduce incidents, and enhance end-user experience. * Implement continuous improvement initiatives, analyzing ticket backlog data to enhance service response times and reduce bottlenecks. * Identify opportunities to implement AI-driven support solutions, including chatbots, predictive analytics, and self-service portals to streamline IT assistance. Infrastructure & End-User Services Management * Manage, implement, and optimize end-user service solutions to enhance support function in the Costa Rica market * Oversee device management, endpoint security, and identity access controls, ensuring compliance with global standards. * Manage deployment, configuration, and lifecycle support for core user environments, including endpoint devices, collaboration platforms, business systems and remote access solutions. Technology Strategy & Architecture * Develop and refine country IT infrastructure roadmaps, ensuring alignment with business needs and scalability considerations. * Lead technology standardization efforts for network architecture, Active Directory, endpoint security, and service automation platforms. * Collaborate with global technology teams to integrate IT frameworks, including enterprise mobility, security policies, and system automation. * Drive continuous improvements in system architecture, ensuring optimized performance of IT assets across on-premises and cloud-based environments. Security, Compliance & Risk Management * Implement cybersecurity best practices in coordination with the Cyber, Risk & Compliance (CRC) team. * Ensure regulatory compliance across identity & access management (IAM), endpoint encryption, and data protection strategies. * Lead incident response protocols, overseeing vulnerability management, SIEM monitoring, and remediation efforts. Vendor & Cost Optimization * Manage enterprise agreements with our technology partners, vendors and providers, ensuring cost-effective procurement of any licensing and services. * Optimize IT budgets, identifying opportunities for cost reduction in service contracts and hardware lifecycle management. * Evaluate emerging technology solutions that align with business expansion and infrastructure modernization initiatives. Project Management & IT Transformation * Lead market deployment of global IT initiatives, including Network, Infrastructure, Modern Workplace, and Security transformations. * Coordinate cross-functional teams on technology rollouts, overseeing user migration strategies, cloud adoption plans, and infrastructure upgrades. What you'll need: * Bachelor's degree in Information Technology, Computer Science or a related field. Or relevant experience within Information Technology. * This is a 100% on-site role; you must be able to work from one of our designated office locations * Strong leadership and team management skills. * Excellent communication and interpersonal skills. * Strong problem-solving and analytical skills. * Understanding of IT endpoint infrastructure, including Microsoft OS, MacOS, Active Directory, device management, Identity Management and Audio-Visual technology. * Proficiency in ITIL and ITSM frameworks * Experience with endpoint management platforms, including MDM solutions like Jamf and Intune. * Strong written and verbal English communication skills (advanced level required) * Demonstrated experience in IT governance, compliance audits, and risk mitigation strategies. * Budget management expertise, overseeing software licensing, vendor contracts, and IT cost optimization. Who you are: You're open: We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are open-minded: to new ideas, new partnerships, new ways of working. You're optimistic: We believe in the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected. You're extraordinary: we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.   What we'll give you: Passionate, inspired people – We aim to create a culture in which people can do extraordinary work. Scale and opportunity – We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry. Challenging and stimulating work – Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge? #LI-Onsite We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process. WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. PLEASE READ OUR PRIVACY NOTICE (HTTPS://WWW.WPP.COM/EN/CAREERS/WPP-PRIVACY-POLICY-FOR-RECRUITMENT) FOR MORE INFORMATION ON HOW WE PROCESS THE INFORMATION YOU PROVIDE.