Manage user onboarding and offboarding, ensuring access, devices, and accounts are correctly provisioned and removed
Oversee IT asset lifecycle management including procurement, deployment, tracking, maintenance, and disposal
Manage the IT service desk, ensuring tickets are prioritised, tracked, and resolved in line with SLAs
Provide second-line support across hardware, software, Microsoft 365, identity, endpoint, and internal systems
Act as escalation point for complex or high-impact technical issues
Maintain and support core IT systems including Microsoft 365, Entra ID, Intune, endpoint management, and SaaS platforms
Monitor system performance, service trends, and operational risks, proactively resolving or escalating issues
Support identity and access management processes across the organisation
Coordinate with suppliers, vendors, and internal stakeholders to resolve issues and manage service delivery
Support procurement activity and third-party service coordination
Maintain IT documentation, knowledge base articles, and user guidance materials
Support change management activity, including documentation, impact assessment, and communication
Identify inefficiencies, recurring issues, and opportunities for automation
Improve IT processes, workflows, and user experience
Contribute to the development of a more structured and scalable IT operating model

Experience in an IT support, IT operations, or service desk environment
Strong working knowledge of Microsoft 365 (Exchange, SharePoint, Entra ID, Intune, endpoint management)
Experience using ITSM or helpdesk systems to manage and resolve tickets
Understanding of device lifecycle management (procurement through to disposal)
Familiarity with identity, access management, security, backup, and compliance principles
Strong troubleshooting and problem-solving skills
Ability to work independently while knowing when to escalate appropriately
Clear communication skills across technical and non-technical audiences
A proactive mindset with a focus on improving processes and service delivery
Desirable Experience with PowerShell, automation, or workflow optimisation tools
Exposure to SaaS management, systems integrations, or frameworks such as ISO27001
Experience working with external suppliers or managed service providers

IT Operations Specialist

Key skills