IT Support & Operations Manager

The Role

• Lead, mentor, and develop the IT support team, fostering a culture of continuous improvement and exceptional service delivery.
• Oversee the IT service desk function, including queue management, ticket escalation, and timely issue resolution.
• Establish and monitor KPIs and SLAs to drive performance and customer satisfaction.
• Develop and maintain IT documentation, knowledge bases, and operational procedures.
• Manage the full lifecycle of end-user devices, including provisioning, deployment, maintenance, and disposal.
• Provide high-level technical support for hardware, software, and connectivity issues across the business.
• Oversee user account management, permissions, and access rights in line with security policies.
• Support and maintain the company’s IT infrastructure, including servers, storage, networks, and cloud-based systems.
• Work alongside outsourced support partners to ensure the security and integrity of systems through firewalls, endpoint protection, patching, and monitoring tools.
• Manage routine maintenance, backups, disaster recovery processes, and business continuity activities.
• Coordinate with third-party vendors and technology providers for support, upgrades, and issue resolution.
• Support IT projects, including infrastructure upgrades, migrations, and system improvements.

About you

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 5+ years’ experience in IT support or operations, including leadership or management responsibility
• Proven experience managing an IT support team and service desk environment
• Strong technical expertise in Microsoft Windows, Microsoft 365, PC hardware, and end-user support
• Experience with server and network administration, including Active Directory, virtualization technologies such as VMware, and networking fundamentals
• Strong understanding of IT service management principles, ideally with ITIL experience
• Excellent problem-solving, communication, and stakeholder management skills
• Highly organised, proactive, and capable of managing multiple priorities in a dynamic environment
• Comfortable communicating technical concepts to both technical and non-technical audiences
• Relevant certifications such as ITIL Foundation, CompTIA A+, or Microsoft certifications are advantageous
• Experience supporting cloud platforms such as Azure or AWS would be beneficial

Benefits

• Competitive Base Salary
• Private Medical Scheme
• Life Assurance
• Holiday Loyalty Bonus Scheme
• Enhanced Personal Pension Plan
• Enhanced Maternity & Paternity Pay
• Cycle to Work Scheme
• Salary Sacrifice Car Lease Scheme
• Parking Onsite