IT Systems Manager

The Role

We are seeking a collaborative and forward-thinking profession to help drive the implementation, integration and ongoing support of a wide range of platforms across the organisation. This is an exciting, newly created, role pivotal to the future of Citizens Advice Somerset. We're looking for someone with a strong, current and broad technical background, who can balance organisational priorities with the varied needs of different teams.

As our IT Systems Manager, you will lead our IT function, shaping the strategy for our communications infrastructure and core business systems. You will act as the bridge between our technical partners and our people, ensuring that technology is a true enabler of our business goals.

We are an ambitious organisation embarking on a development program to establish a centre of excellence in advice services. During 2025 we supported over 20,000 clients with a team of around 200 staff, volunteers, and trustees. Your goal is to ensure our investment in technology empowers everyone, ensuring no one is left behind, while maintaining robust information security.

Key Responsibilities

1. Strategy, Governance and Security

• Strategic Planning: Collaborate with the Senior Leadership Team to develop and implement IT roadmaps that support innovation and operational efficiency.
• Security & Compliance: Lead on information security policies and processes. Drive the organisation towards Cyber Essentials Plus accreditation and align practices with GDPR.
• Budget Management: Manage the IT budget, including software procurement, licensing, and lifecycle management of hardware.
• Continuity: Oversee data backups, disaster recovery testing, and the maintenance of comprehensive IT documentation.

2. Operations and Infrastructure

• System Oversight: Oversee the Microsoft 365 suite (Exchange, Teams, SharePoint, OneDrive, Azure AD) and the 3CX phone system to ensure high availability and performance.
• Vendor Management: Manage the relationship with our outsourced IT technical support provider and other key technology partners to ensure service level agreements are met.
• Process Improvement: Identify opportunities for automation and integration across platforms to streamline business processes.

3. User Support and Empowerment

• Subject Matter Expert: Act as the internal champion for IT, inspiring confidence in staff and volunteers.
• Hands-on Support: Provide guidance on setting up systems, user account management, and resolving escalated issues.
• Inclusivity: Produce clear guidance and documentation to support users of all technical abilities, ensuring our technology is accessible to all staff and volunteers.
• Team Leadership: Recruit and line-manage IT support staff (or volunteers) as appropriate to assist with service delivery.

4. Personal and professional development

• Champion the values of Citizens Advice Somerset, specifically our Equality, Diversity, and Inclusion policies.
• Maintain up-to-date knowledge of UK information security legislation and emerging IT trends.
• Undertake relevant training within guidelines issued by national Citizens Advice.

About you

We are looking for a proactive problem-solver with a track record of delivering technology solutions that improve operational efficiency.

1. Experience: Proven experience as an IT Manager (or similar lead role), ideally within an SME or charitable organisation.

2. Technical Stack: Deep hands-on experience with Microsoft 365 administration (Admin Centre, Azure AD, User Management).

3. Project Management: Proven ability to manage IT projects, deadlines, and implementations efficiently.

4. Security Knowledge: In-depth knowledge of UK information security legislation, GDPR, and best practices.

5. Approach: Excellent problem-solving skills with a hands-on, collaborative attitude.

6. Logistics: Commitment and ability to travel to our four main office sites in Somerset as required.

7. Experience working within a charity or social enterprise.

8. Experience with data visualisation tools (e.g., Power BI).

9. Relevant professional certifications (e.g., CISSP, CompTIA Security+, ITIL, Microsoft MD102).

10. Experience securing accreditations such as Cyber Essentials Plus or ISO 27001.