Role Overview

Oversee the day-to-day delivery of IT support and operational services across the organisation.
Ensure responsive and professional support for employees across studios and departments.
Act as the primary escalation point for complex support issues and operational incidents.
Maintain clear prioritisation and coordination of work across the support team.
Drive improvements that reduce repeat issues and improve service reliability.
Coordinate response to major incidents or service disruptions, ensuring appropriate communication and escalation.
Maintain operational processes for incident, request, problem and change management aligned to ITSM best practices.
Track and report service performance metrics, including response times, resolution times, backlog and user satisfaction.
Conduct service reviews and identify opportunities for continuous improvement.
Lead and develop the IT support team, including IT Technician and Senior IT Technician roles.
Provide mentorship and training with clear expectations and feedback for team members.
Support the team during escalations or high-priority incidents.
Foster a collaborative and customer-focused support culture.
Maintain operational standards for end-user computing, including laptops, desktops, builds, patching and peripheral devices.
Manage the lifecycle of user devices, including provisioning, refresh cycles and asset tracking.
Support workplace technologies, such as meeting-room AV and collaboration tools.
Provide administrative support across corporate platforms, including Microsoft 365 and collaboration tools, as required.
Support operational management of identity and access using Microsoft Entra ID.
Ensure joiner, mover and leaver processes are consistently applied and appropriately documented.
Partner with the People & Culture team to deliver smooth and secure onboarding and offboarding processes.
Support operational readiness across core workplace technologies and user platforms.
Identify operational risks and work with internal teams to reduce potential service disruption.
Support operational security practices, including MFA adoption, patching and endpoint standards.

Requirements

Strong experience in IT operations, service delivery and IT support management.
Experience using ITSM platforms, such as Jira Service Management.
Proven experience implementing or improving IT service management processes.
Experience leading, mentoring and developing IT support teams.
Hands-on experience supporting corporate IT environments, including end-user devices, identity, SaaS platforms and workplace technology.
Experience supporting PC and Mac environments, including device standards, builds and rollout programmes.
Experience supporting on-premise infrastructure, including in-house servers, networking and disaster recovery services.
Experience administering Microsoft 365 and Entra ID environments.
MDM including Intune

Tech Stack

ITSM

Team17 Digital

Open Positions (1)

Operations

IT Operations Manager