IT Operations Supervisor - (FTC)

We're looking for a proactive and organised IT Operations Supervisor to join our Group IT team on a maternity cover basis.

In this role, you'll be at the heart of our IT service delivery-ensuring smooth day-to-day operations across our global service desk, acting as an escalation point, and helping drive high-quality support for our colleagues worldwide.

This is a fantastic opportunity for someone with strong service desk or IT operations experience who enjoys problem-solving, stakeholder engagement, and keeping things running efficiently in a fast-paced environment.

What You'll Be Doing

Service Desk & Operations Management

• Act as the primary escalation point for Service Delivery Analysts and Engineers
• Monitor and manage ticket queues to ensure issues are prioritised and resolved efficiently
• Identify and proactively manage high-priority or at-risk tickets
• Ensure service delivery aligns with agreed SLAs and escalate risks where needed

Collaboration & Service Delivery

• Work closely with global IT teams and infrastructure specialists to deliver reliable IT services
• Ensure incidents and requests are routed to the correct technical teams
• Produce operational reports and insights to monitor performance and service health

Project & Request Coordination

• Support the delivery of IT projects, ensuring coordination of activities, timelines, and communications
• Maintain documentation, track actions, and organise meetings/workshops
• Oversee software licensing and new software requests, ensuring approvals and compliance
• Liaise with suppliers and stakeholders to ensure timely delivery of services

Essential Experience & Skills

• Experience in an IT service desk, IT operations, or service delivery role
• Strong understanding of ticket management, triage, prioritisation, and SLA management
• Ability to act as a calm, effective escalation point
• Confident using ITSM tools to track and manage workloads
• Excellent communication and stakeholder management skills
• Highly organised with the ability to manage multiple priorities
• Strong attention to detail, particularly around reporting and software requests

Desirable

• Experience supporting IT project coordination
• Knowledge of ITIL principles or service management frameworks
• Experience producing service reports or dashboards
• Familiarity with software licensing or approval workflows, If you're an organised IT professional who thrives in a fast-paced environment and enjoys making a real impact on service delivery, we'd love to hear from you.

At Oxford Instruments, we enable the world's leading industrial companies and scientific research communities to image, analyse and manipulate materials down to the atomic and molecular level. With a sixty-year history, and fourteen Queen's Awards for Enterprise, our world-class products and technologies are helping our customers to address the greatest challenges of the 21st century.