IT Operations Manager

To take day-to-day ownership of our IT services and infrastructure, lead the helpdesk team, and play an active role in driving how we use AI and automation to work smarter. Working in conjunction with the IT Director on our broader IT, AI and data strategies.

Responsibilities

Responsible for the reliable, day-to-day running of IT services across both sites - infrastructure, cloud platforms, applications, telephony and end-user computing - with overall accountability for service health, capacity and major incident escalation.

Day-to-day supervision of the IT Helpdesk Analysts, setting clear priorities, quality assurance, day-to-day workload management, appraisals and performance management.

Manage the operational health of our Azure-based infrastructure alongside Microsoft 365 platforms, keeping platforms patched, monitored, documented and secure, and contributing to infrastructure projects as they arise

Oversee availability and supplier coordination for our core legal systems, including our Practice Management System (Partner for Windows) and Document Management System (NetDocuments).

Work with the IT Director to identify and deliver AI and automation opportunities across the firm.

Operational ownership of our cyber security and data security provisions including Cyber Essentials Plus, access management, patching, backup and DR. Work with the IT Director, MSP and specialist suppliers to keep the firm secure and compliant.

Manage supplier and MSP relationships day-to-day, holding partners to SLAs and feeding into renewal and procurement decisions. Maintain IT policies and procedures current, relevant and auditable, escalating concerns to the IT Director promptly.

Experience in an IT operations or IT management role, ideally within professional or regulated services and with a commercial mindset.

Experience of managing people, capable of flexing and adapting their style in order to get the best from their team members.

Working knowledge of Microsoft-centric environments: Azure, Intune, Entra ID and Microsoft 365.

Experience with Power Automate and a genuine interest in AI and automation.

The ability to present complex technical information clearly to non-technical stakeholders

Experience managing third-party suppliers and MSP relationships

Proven ability to use ITSM tools and good service management practices to support reliable, customer-focused IT services.

Understanding of cybersecurity fundamentals, including experience with Cyber Essentials or similar.

Open and collaborative style of working, fostering trust and reassurance in others.

An ambitious and innovative mindset.

Experience with Microsoft Copilot Studio or similar agentic AI/automation platforms

Working knowledge of Microsoft 365 Copilot and how to drive value from it in a business context

Previous experience of using Partner for Windows (P4W) and/or NetDocuments or similar case management systems.

An approachable, friendly and open style of working, with the ability to build and maintain relationships with colleagues.