IT Operations Manager

Role overview

Operations and service desk

• Lead the helpdesk team, establish operational rhythms and performance tracking, and develop policies, standards and procedures.
• Oversee Level 1–2 support, SLA compliance, escalation processes, knowledge resources, automation and self-service.
• Build a customer-centred service culture and establish governance, delivery cadence and decision forums.

Infrastructure and communications

• Coordinate on-premises and cloud infrastructure, networks, servers and endpoints with the managed service provider.
• Oversee monitoring, capacity, patching, performance, backups, disaster recovery and business continuity.
• Maintain a secure Microsoft 365 and Azure environment and implement observability, alerting and operational dashboards.
• Manage telephony and collaboration systems, client-critical call quality and readiness for office expansions and new sites.

Assets, incidents and vendors

• Manage IT asset lifecycles, procurement, inventory, licensing, vendor coordination and refresh forecasting.
• Lead major incident response, root-cause analysis, problem management and operational readiness for changes and upgrades.
• Manage managed service providers, telephony partners and hardware/software vendors; monitor service levels, value and performance.

Security, improvement and budget

• Work with providers to embed security standards, maintain access controls and safeguards, and support vulnerability remediation and incident communications.
• Identify automation opportunities, analyse recurring issues and champion proactive detection and reliability improvements.
• Recruit, mentor and develop the helpdesk team; set KPIs and service standards and foster accountability and collaboration.
• Manage the operational IT budget, forecast hardware, licensing and telephony costs, and support budget planning and investment decisions.

Why join

• The employer describes a supportive, collaborative culture, modern offices, opportunities to influence and innovate, social events and flexible working where appropriate.

Requirements

• Demonstrated ability to lead technology operations and support reliable, well-run environments.
• Strong operational judgement and a hands-on leadership approach.
• Ability to work across technical and non-technical domains.
• Ability to manage and develop a helpdesk team and establish service standards and KPIs.
• Ability to coordinate vendors and managed service providers and manage service performance.
• Experience or capability across IT infrastructure, service desk operations, incident management and operational improvement.