Senior IT Systems Coordinator

Who we are: LINK is a not-for-profit company governed by an independent Board and is the UK's largest cash machine network, connecting virtually all the UK's ATMs and providing communities with access to cash through services such as cashback at retailers' tills and Banking Hubs. While many consumers are now embracing digital payments, there are still millions of people who rely on cash every day. At LINK, we are passionate about protecting access to cash on the UK's High Streets and ensuring it is maintained for as long as it is needed through the operation of our well-established Financial Inclusion Programme. LINK is regulated by the Payments Systems Regulator and the Bank of England and have a great track record of delivering results for communities.

What does the role involve?

The Senior IT Systems Coordinator, working in a hybrid pattern (2 days per week in the office, 3 days from home), is required to ensure the delivery of a stable, secure, and high-quality IT service across the organisation. The post holder will provide operational leadership across the IT Support function, acting as deputy to the IT Manager and ensuring effective management of incidents, service requests, escalations, and day-to-day operational workload. A key responsibility of the role is to maintain strong governance and accuracy within the organisation's TOPdesk ITSM platform, ensuring consistent incident, request, problem, change, and asset (CMDB) management.

The role will oversee the organisation's cloud, network, and endpoint environments, including Microsoft 365, Entra ID, Azure, Intune, and Cisco Meraki, ensuring these services remain secure, resilient, and aligned with architectural standards and regulatory requirements. The post holder will drive continuous service improvement, maintain robust IT controls and documentation, support disaster recovery planning, and uphold compliance with internal and external governance frameworks.

The Senior IT Systems Coordinator will be responsible for producing clear and accurate operational reporting, including ITSM KPIs, service performance metrics, trend analysis, and project progress updates for the IT Manager and governance forums. They will work closely with colleagues, stakeholders, and third-party suppliers to ensure issues are resolved promptly, projects are delivered effectively, and services support organisational priorities.

Additionally, the post holder will mentor team members, contribute to capability development within the department, and provide high-level technical and executive support, particularly to Board, SMT, and VIP stakeholders. They will play a critical role in ensuring the IT service remains reliable, audit-ready, and adaptive to emerging business needs.

· Significant experience in IT service operations, including hands on management of incidents, service requests, escalations, and support workloads across 1st-3rd line environments.

· Proven experience administering an ITSM platform, ideally TOPdesk, including incident, request, problem, change, and CMDB/asset lifecycle management.

· Experience maintaining an accurate and governed asset database (CMDB), ensuring correct configuration, lifecycle tracking, and compliance.

· Strong background supporting cloud infrastructures, particularly Microsoft 365, Entra ID, Azure, Intune, and Cisco Meraki.

· Demonstrable experience in operational reporting, including KPI production, service performance analysis, trend reporting, and project progress updates for management.

· Experience acting as a senior escalation point, resolving complex technical issues and guiding junior team members.

· Experience engaging with or managing third party suppliers, including escalations, performance monitoring, and service reviews.

· Experience contributing to or leading IT projects, including planning, documentation, risk management, and stakeholder engagement.

· Familiarity with IT governance, compliance, audits, and control frameworks, including maintaining documentation and supporting audit processes.

· Degree level education in an IT related discipline or equivalent professional experience.

· Industry recognised certifications in relevant technologies or practices, such as:

• Microsoft 365 / Azure certifications (e.g., MS-102, AZ-104, AZ-900).
• ITIL Foundation (v3 or v4) to support structured incident, request, problem, change, and service management practices.
• CompTIA (e.g., Network+, Security+) or equivalent.

You will also require the following skills:

· Change Management.

· Data Interpretation & Reporting.

· Chairing meetings.

· Compliance.

· Policy, Process & Procedure Writing.

· Project Management.

· Risk Management.

· Supplier Management.

· Research skills.

· Software Languages and Coding.

· Analytical Thinking.

· Communication.

· Problem Solving.

· Attention to Detail.

· Emotional Intelligence.

· Ability to Work well under pressure.

· Stakeholder Management.

· Time Management.

· Interpersonal Skills.

· Critical Thinking.

You will be joining a not-for-profit business that has seen consistent growth over the last five years. We have big plans for the future of LINK and you'll be part of a working environment where you know the work you do has an impact and feel that you are genuinely helping the business reach its objectives. We have a lovely working culture, and our employees are at the centre of our focus.

In addition to the base salary, LINK operates a bonus scheme and offers a wide range of employee benefits including group life and income protection, company pension scheme, private medical and dental insurance, hybrid working and learning opportunities. Our Harrogate office has an on-site café, gym, free car parking including electric charging points and bike parking facilities as well., Job Types: Full-time, Permanent

Pay: £45,000.00-£50,000.00 per year

Benefits:

• Company pension
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Private medical insurance
• Work from home

Application question(s):

• Do you live within reasonable commuting distance of Harrogate, West Yorkshire?
• Are you able to reliably commute to the office in Harrogate, North Yorkshire a minimum of once per week?

Work authorisation:

• United Kingdom (required)