Ict Delivery Manager

Description:

Reporting to the ICT Delivery Manager, you'll provide a blend of 2nd Line and occasional 1st Line support, acting as a trusted technology partner to users across the project.

You'll be responsible for resolving technical issues, supporting Microsoft 365 and Azure environments, maintaining user accounts, and ensuring excellent service delivery across the business.

About Our Project

The Southern Renewals Enterprise (SRE) is responsible for delivering Network Rail's Southern Region renewals programme representing a programme of works valued at over £9 billion.

The Southern Integrated Delivery (SID) alliance brings together AtkinsRéalis, Network Rail, Octavius, VolkerFitzpatrick and VolkerRail, combining expertise, innovation and collaboration to deliver a safer, more reliable railway for millions of passengers.

About Our Role
 

• Providing end-to-end support across hardware, software, networking and user access issues
• Delivering primarily 2nd Line support with some 1st Line support responsibilities
• Installing, configuring and troubleshooting laptops, desktops, mobile devices and business applications
• Managing user accounts, permissions and access through Active Directory, Entra ID (Azure AD) and Microsoft 365
• Supporting onboarding, offboarding and user lifecycle management
• Logging, managing and resolving support tickets within agreed service levels
• Escalating complex issues where required and working closely with the wider IT team
• Supporting IT security initiatives, including MFA, Microsoft Defender and secure access controls
• Creating user guides, knowledge base articles and technical documentation
• Delivering user training and promoting cyber security best practice across the business
• Contributing to continuous improvement initiatives and helping to enhance the overall IT service
   

About You

You'll be an experienced IT support professional with strong troubleshooting abilities and a passion for delivering exceptional customer service.

Comfortable working independently and managing competing priorities, you'll thrive in a fast-paced environment where no two days are the same.

Essential Skills & Experience
 

• Previous experience in a 2nd Line IT Support role
• Strong Microsoft 365 administration experience
• Experience with Entra ID (Azure AD), Active Directory and user account management
• Knowledge of Microsoft Defender and security best practices
• Strong networking, desktop support and troubleshooting skills
• Excellent communication skills with the ability to support non-technical users
• Experience creating technical documentation and user guides
• Strong problem-solving, organisational and time management skills
• Full UK Driving Licence
   

Desirable Skills
 

• Experience with automation tools such as PowerShell, Power Automate (Flow) or Power Apps