IT Operations Lead
Role details
Job location
Tech stack
Job description
We're looking for an IT Operations Lead to partner with our Head of IT in running day-to-day technology operations. You'll own service delivery, joiners/movers/leavers, incident coordination, automation, and MSP management across the organisation.
This is a player-manager role. You'll be hands-on with the work while leading a small team - not directing from the sidelines. If you're looking for a pure people management position, this isn't it. But if you want to grow your leadership skills while staying close to the technical work, this could be a great step up.
What You'll Do
You'll run IT operations for our 1,000 employees - ensuring excellent support, seamless onboarding and offboarding, and professional incident handling.
You'll manage our MSP relationship day-to-day: setting expectations, monitoring performance, and holding them accountable. You'll also lead our small internal team, balancing workload between in-house and outsourced resources.
A significant part of the role is improving outcomes. You'll spot manual processes that should be automated, build workflows yourself, and continuously improve how we operate. You're not just keeping the lights on - you're making the operation more efficient and scalable.
Requirements
- 3-5 years in IT operations, ideally with some experience leading projects or mentoring others
- Hands-on service delivery experience - you've been the person fixing things, not just overseeing
- A genuine automation mindset - you've built workflows that saved real time (even small ones count)
- Experience working with MSPs or outsourced providers
- Solid technical foundation: identity management, endpoint management, SaaS administration
- Clear communication - calm under pressure, good with end users and vendors
Highly Desirable
- Experience in tech, edtech, or high-growth environments
- Hands-on with automation tools: Zapier, n8n, scripting, or similar
- Familiarity with modern IT tooling: JumpCloud, Google Workspace, Freshservice, or similar
Benefits & conditions
- Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year
- Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support
- Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month
- Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year
- Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that's always stocked!
Our Commitment to Diversity, Equity and Inclusion
We're an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.
Our Commitment to Safeguarding
Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy, our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS).
For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children's Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings.
