IT Manager

The IT Manager is accountable for the end-to-end delivery of internal IT services across the UK business for IntelliPark. The role ensures colleagues are equipped with reliable, secure and well-supported technology, spanning service desk operations, workplace IT, core platforms (including Microsoft 365 and Azure), supplier management and continuous service improvement.

This role blends hands-on technical leadership with operational governance, service performance management and stakeholder partnership. The IT Manager plays a key role in maintaining secure, compliant and audit-ready IT operations, aligned to ISO 27001 and Cyber Essentials Plus expectations.

This role is critical in enabling a stable, intentional and forward-looking technology environment that supports business growth and day-to-day performance.

Role scope

Delivery may be provided through a mix of internal capability and managed service providers (MSPs). The IT Manager is fully accountable for outcomes, service quality and user experience regardless of delivery model.

Key scope areas include:

• UK-wide IT support experience and service performance (SLAs, KPIs, user satisfaction)
• Workplace technology (endpoints, identity and access, collaboration tools, networks/Wi-Fi, telephony)
• Supplier and contract oversight (MSPs, telecoms, hardware and software vendors)
• Security and compliance operations (ISO 27001-aligned controls, GDPR-aware practices)
• Delivery of small-to-medium IT changes and migrations using structured change control, Service desk ownership and user support (Accountability | Synergy)
• Own the IT Service Desk function, ensuring fast, friendly and consistent support for all colleagues.
• Provide hands-on second-line support and act as the escalation point for complex or business-critical issues.
• Ensure all tickets are logged, prioritised, progressed and resolved through the ITSM tool (JSM), with clear ownership and communication.
• Establish effective support coverage, escalation paths and supplier engagement.
• Drive a strong internal customer experience through clear updates, predictable timelines and high-quality resolutions.

Operational IT management stability, performance and reliability (Tenacity | Accountability)

• Own day-to-day IT operations for workplace technology and core services, including proactive monitoring and maintenance.
• Maintain operational standards for endpoint builds, patching, encryption, EDR/anti-malware and configuration baselines.
• Oversee identity and access management (IAM), including MFA, least-privilege access, role-based permissions and regular access reviews.
• Coordinate backups, recovery readiness and business continuity activities with internal teams and suppliers.
• Maintain accurate service and asset records, including asset registers, licensing, warranties and lifecycle planning.
• Define and manage standards for mobile devices, security policies, monitoring, onboarding and offboarding.

Joiner, Mover and Leaver (JML) governance (Intentional | Accountability)

• Own and continuously improve the JML process to ensure secure, timely and consistent onboarding and offboarding.
• Ensure leavers are managed promptly, including access removal, device return, secure data handling and audit evidence.
• Maintain clear, documented approval flows for access changes and administrative privileges.

Security, compliance and audit readiness (Accountability | Visionary)

• Support the CTO, Cyber Security Officer and wider business in maintaining ISO 27001 and Cyber Essentials Plus aligned controls.
• Maintain and evidence operational IT controls, including access management, patching, asset inventories, supplier assurance and incident records.
• Promote security awareness across the organisation, including phishing awareness, password hygiene and data handling.
• Ensure IT practices align with UK data protection expectations and GDPR principles.

Incident, change and improvement management (Tenacity | Intentional)

• Lead daily Change Advisory Board (CAB) ceremonies.
• Deliver or coordinate IT changes and migrations, including endpoint rollouts, platform upgrades, system onboarding and office moves.
• Apply proportionate change control, including risk assessment, stakeholder communication, rollout planning and post-implementation reviews.
• Partner with stakeholders to gather requirements, agree priorities and ensure service readiness.
• Maintain an IT improvement roadmap aligned to operational stability and future business needs.

Supplier, contract and budget management (Accountability | Synergy)

• Manage MSPs and external suppliers through regular service reviews, escalation management and root-cause analysis.
• Ensure supplier performance meets agreed service levels and quality expectations.
• Support IT budgeting, renewals, licensing, procurement planning and cost optimisation.
• Contribute to vendor selection and contract renewals, including security and compliance due diligence.

Knowledge management and documentation (Intentional | Accountability)

• Build and maintain a knowledge base to reduce repeat incidents and improve self-service.
• Document SOPs, technical runbooks and user guides to a high standard.
• Ensure documentation is current, structured, accessible and usable by both internal teams and suppliers.

Technical environment

The successful candidate will be comfortable supporting a modern workplace environment, including:

• Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
• Entra ID (Azure AD), MFA, conditional access and identity governance
• Endpoint management (Intune/MDM, Windows, macOS, mobile devices)
• Networking, Wi-Fi and site connectivity (with supplier support)
• ITSM and knowledge-base tooling
• Device procurement, imaging, asset registers and lifecycle management
• Security tooling and operational security controls (patching, EDR, encryption)

Do you have experience in macOS?, * Proven experience leading or running IT support and service delivery in a hands-on environment.

• Strong incident, problem and change management capability, including senior escalations.
• Experience supporting modern workplace platforms, particularly Microsoft 365 and endpoint management.
• Solid understanding of identity and access management principles, including MFA and least-privilege access.
• Experience with MDM solutions.
• Demonstrable experience managing suppliers and MSPs with clear accountability for outcomes.
• Excellent communication skills, able to translate technical issues into clear business impact and actions.
• Strong organisational skills with high standards for documentation, prioritisation and delivery.

Desirable

• ITIL Foundation (or equivalent service management training).
• Exposure to ISO 27001 or Cyber Essentials Plus in an operational IT context.
• Experience supporting a multi-site organisation.
• Relevant technical certifications (Microsoft, CompTIA Security+ or similar).

Personal attributes

• Service-focused, calm under pressure and solutions-oriented.
• A practical problem-solver who builds repeatable, scalable processes.
• Comfortable balancing hands-on delivery with governance and stakeholder engagement.
• Confident challenging the status quo and driving pragmatic improvements.
• A collaborative team player who works effectively with both internal colleagues and external partners.