HR Helpdesk Administrator managing Oracle HR Helpdesk Request system, liaising with teams and maintaining data integrity. Supporting HR Technology Manager and ensuring timely resolution of queries.
About the role
- IT Manager responsible for internal IT services and Managed Service Provider oversight at a UK company. Ensuring IT stability, security, and effectiveness in a hybrid work environment.
Responsibilities
- Act as the primary point of contact and escalation for the Managed Service Provider (MSP)
- Hold the MSP accountable to SLAs, performance metrics, and service quality
- Review MSP tickets, response times, recurring issues, and root cause analyses
- Lead regular operational reviews with the MSP and drive continuous improvement
- Manage and negotiate MSP contracts, renewals, and scope changes as required
- Own day-to-day internal IT support for all employees (directly or via MSP)
- Troubleshoot end-user issues across hardware, software, and connectivity
- Establish and document clear IT processes, playbooks, and knowledge base materials
- Serve as the technical owner for major software platforms
- Ensure appropriate access controls, device management, and data protection practices are in place
Requirements
- 8+ years of IT experience, including hands-on systems administration or IT management
- Proven experience managing and holding MSPs accountable
- Strong technical knowledge of modern SaaS environments and cloud-based IT infrastructure
- Experience supporting a growing, distributed workforce
- Ability to operate comfortably at both strategic and tactical levels
- Clear communicator who can translate technical concepts for non-technical stakeholders.
Benefits
- Flexible working hours
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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