Head of Infrastructure, Security & Service Desk

• That if a job is worth doing, it’s worth doing properly
• That work should be fulfilling but can also be fun
• That kindness matters and should be extended to employees and clients alike
• That by being trusting and trustworthy as an organisation and as individuals we can dispense with tedious bureaucracy and rules

• Lead, manage, and develop a team of engineers, fostering a collaborative, high-trust, and accountable team culture
• Plan and prioritise the team’s workload, assigning work appropriately based on priority, complexity, and individual development needs
• Mentor and coach team members, supporting their technical growth and career development through regular one-to-ones, feedback, and objective-setting
• Act as the senior point of escalation for the team, providing technical guidance
• Own resourcing, capacity planning, and the balance between project work and business-as-usual operations
• Communicate effectively with both technical and non-technical stakeholders, representing the team and its priorities across the business
• Build and maintain documentation, standards, and ways of working that allow the team to operate consistently and at pace
• Own and manage the first-line support service desk, ensuring colleagues receive timely, high-quality support and that requests and incidents are logged, triaged, and resolved against agreed service levels (SLAs)

Service desk & end-user support

• Run the first-line support service desk, overseeing ticket logging, triage, prioritisation, and resolution against agreed SLAs, and driving continuous improvement of the end-user support experience
• Own the technical onboarding of new joiners, including provisioning and configuration of accounts, devices, and access in line with role requirements, so new starters are productive from day one
• Own the offboarding of leavers, ensuring prompt revocation of access, recovery and secure wiping of devices, and decommissioning of accounts, working in coordination with HR and the identity and access management process
• Maintain end-user documentation, self-service guidance, and a knowledge base to deflect repeat issues and support consistent, efficient resolution

Endpoint & device security

• Manage endpoint security across all corporate devices, including antivirus, EDR tooling, device encryption, and mobile device management (MDM), ensuring consistent policy enforcement and prompt response to endpoint threats

Identity & access management

• Own identity and access management (IAM) across internal systems, including joiners, movers, and leavers processes, role-based access control, privileged access management (PAM), and periodic access reviews

Network security

• Design, implement, and maintain network security controls, including firewalls, network segmentation, VPN, and intrusion detection and prevention systems (IDS/IPS)

Patch & vulnerability management

• Manage patch management processes across all internal systems, infrastructure, and devices, ensuring vulnerabilities are remediated within risk-based timeframes and in line with organisational policy
• Identify, assess, and remediate vulnerabilities across internal infrastructure through regular scanning, prioritisation, and tracking to resolution

Secure configuration & hardening

• Ensure secure configuration of servers, cloud infrastructure, and network devices in accordance with recognised hardening standards (e.g. CIS Benchmarks)
• Ensure all hosted applications are hardened against attack by keeping patching up to date, enforcing least-privilege access, and putting controls in place to identify and respond to malicious activity

Resilience: backups & disaster recovery

• Manage backup processes for internal systems, ensuring backups are performed, tested, and recoverable, and that retention aligns with business and regulatory requirements
• Maintain and regularly test Disaster Recovery (DR) documentation and runbooks, ensuring recovery objectives (RTO/RPO) are defined, understood, and achievable

Monitoring & incident response

• Implement and manage logging and monitoring across internal systems, ensuring security events are captured, alerted on, and investigated in a timely manner
• Lead the technical response to internal security incidents, including containment, eradication, and recovery, ensuring root cause analysis and corrective actions are completed following any significant event

Compliance, audit & reporting

• Ensure internal infrastructure and systems comply with organisational security policies, standards, and applicable regulatory requirements
• Report on the status of internal security controls, vulnerabilities, and incidents to the CISO, escalating material risks as required
• Support external audits (e.g. ISO 27001, client audits) where internal infrastructure is in scope
• Own the Cyber Essentials Plus certification process, coordinating the annual self-assessment and verified external audit

Essential

• Proven experience leading or managing a technical team, including workload allocation, mentoring, and performance development
• Experience managing a service desk or first-line support function, including SLA management, ticket triage, and end-user onboarding and offboarding
• Strong hands-on background in IT infrastructure and security across the areas listed above (endpoints, IAM, networking, patching, hardening, backup/DR, monitoring, and incident response)
• Practical experience securing and managing cloud infrastructure as well as on-premises systems
• Working knowledge of recognised security frameworks and standards (e.g. ISO 27001, Cyber Essentials Plus)
• Experience leading or coordinating security incident response end to end
• Excellent communication skills, with the ability to explain technical risk clearly to both technical teams and senior stakeholders
• Sound judgement around risk prioritisation and remediation in a business context

Desirable

• Relevant certifications (e.g. CISSP, CISM, security or cloud platform certifications)
• Familiarity with scripting / automation to improve operational efficiency