IT Operations Manager

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