IT Operations Manager (Modern Workplace)

The IT Operations Manager plays a pivotal role in leading and mentoring a team of around 15 consultants, ensuring they receive the guidance, support, and development opportunities needed to thrive. This position demands effective resource management, clear communication of assignments and expectations, and a focus on maintaining high levels of utilisation and motivation across the team. A critical responsibility is anticipating future needs and proactively managing capacity to align with business objectives.

Beyond team leadership, the IT Operations Manager provides structure and oversight to operational processes, identifying opportunities to streamline workflows through automation and efficiency improvements in deployment and maintenance. This role calls for a visionary leader; someone who can inspire a growing team, sustain morale, and drive continuous improvement within the Professional Services function., * Line manage and mentor our team of approx. 15 consultants, providing guidance, support, and professional development opportunities.

• Utilise resources efficiently and clearly communicate work assignments and expectations.
• Inspect, monitor and report utilisation and efficiencies, proactively working with the Resource Management team to keep staff highly utilised and motivated.
• Anticipate requirements and proactively manage available capacity.
• Conduct regular performance reviews and provide coaching for skill development.
• Ensure that all members of your team are trained and certified on relevant technologies (e.g., networking, cloud platforms, hardware).
• Provide management, oversight and structure to the professional services operations processes. / Identify opportunities for automation or efficiency improvements in deployment and maintenance processes.
• Work with the Head of Service Management & Delivery by assisting in the resolution of technical escalations.
• Ensure the Professional Services team maintains high security and efficiency standards during all service delivery stages.
• Ensure the Professional Services team complies with ISO and 9001 requirements and Trident's operating procedures.
• Provide vision and leadership to a growing team of skilled consultants while maintaining a high level of morale.

• 3+ years of experience in project management and/or professional services, including proven track record in leadership and team development.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and clients.
• A flair for troubleshooting, communication, exceptional customer service and the ability to work under pressure.
• Strong Microsoft 365 expertise along with could and infrastructure knowledge.
• Experience conducting performance reviews, 1:1s, and career development plans.
• Understanding of ITIL principles (especially Incident, Problem, Change Management).
• Experience with ticketing platforms (ServiceNow, Autotask, ConnectWise, Jira, etc.).
• Ability to prioritise and allocate resources across multiple clients.
• Experience planning and overseeing M365 migrations, rollouts, and upgrades., * Communication Skills
• Customer Service Management
• Microsoft Network
• Performance Appraisal
• Troubleshooting
• ITIL Implementation
• Leadership Development Coaching

• Help lead and shape the future of Trident's technical service operations.
• Empower and develop a talented team across multiple disciplines.
• Influence company-wide service strategy and client experience.
• Be part of a leadership culture that values collaboration, learning, and continuous improvement., * 33 days of annual leave (including bank holidays), rising by one day per year of service up to 40 days.
• Access to on-demand IT courses, practice tests and virtual labs.
• Wellbeing - Access to Bupa EAP (Employee Assistance Program) for you and your family.
• 'Cycle to Work' scheme.
• Access to vendor pricing for personal IT hardware and software purchases.
• Access to Microsoft Workplace Discount Program - Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions.
• Central office location - a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars.
• "Smart casual" dress code with dress down Friday raising money for the local charities.
• Regular social and team-building events.
• 'Refer a friend' recruitment bonus scheme.
• Social spaces in Trident's office for staff to connect - Bar, pool tables, table tennis, arcade, etc.

At Trident, we make IT a source of strength. Helping organisations thrive so they can better support the people who rely on them every day. We've built a different kind of partnership, one that puts people first. We work side by side with our clients to make sure their technology is reliable, built for purpose, and designed to support modern ways of working. When that happens, people achieve more, teams feel supported, and organisations become stronger. Our purpose is simple: to create strength through partnership. Our vision is to set the standard for people-focused IT partnerships. And our mission is to collaborate side by side every day, combining reliable IT, practical guidance, and people-first support to make technology a trusted and empowering part of everyday working life. Everything we do is shaped by our values: * Value: We create lasting value by helping others achieve more for the people they serve. * Integrity: We do the right thing. Always, openly, and consistently. * Partnership: We build true partnerships that make people and organisations stronger. Together, these principles are what make us Trident. They remind us that our greatest strength comes from working as one team, with our colleagues, our partners, and our clients, to make a real difference.