IT Operations Manager

research and make a real difference to human health. We work collaboratively with our customers, building trusted relationships that enable us to deliver exceptional, personalised experiences designed for real-world challenges in the lab.Want to be part of a team that’s truly making a difference?Your key responsibilities will include:Managing and developing a team of three: a Support Engineer and IT Technician in the UK, and an IT Manager in the US, with regular 1:1s, performance reviews and development planningSetting team standards, SLAs and escalation protocols, and acting as the first point of escalation for the operational teamReporting operational performance to the IT Director: queue metrics, SLA adherence, volume trends and team capacityOwning helpdesk queue management, making sure tickets are triaged, routed and resolved within agreed timeframesOwning asset management, user lifecycle (starters, leavers and role changes) and day-to-day M365 administrationOverseeing procurement

of hardware and peripherals, and owning IT documentation: SOPs, FAQs and user guidesProviding hands-on networking support: connectivity issues, VPN faults, switch-level troubleshooting and network access managementSupporting server and infrastructure maintenance alongside our Cyber Security Engineer, with structured knowledge transfer to build your infrastructure depth over timeOwning day-to-day security operations: policy enforcement, MFA compliance, endpoint compliance, antivirus alert triage and our phishing simulation programmeMaintaining user access and permissions across all systems, applying least privilege principlesSkills & AttributesYou will be:An experienced people manager who gets the best out of a small teamOrganised and process-driven, comfortable owning a service function end to endA clear communicator, able to manage stakeholder expectations and represent IT professionally at all levelsHands-on and self-directed, happy to switch between management and technical workComfortable working with colleagues across multiple sites and time zonesThe essentials:Demonstrable experience leading, managing and developing a small IT teamExperience owning a helpdesk or service desk function: queue management, SLAs, escalation protocols and ticket workflowsIndependent working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN configuration, switch management and fault diagnosisWorking knowledge of Windows Server environmentsExperience administering M365 or Google Workspace and the associated admin toolingStrong user lifecycle and access management experience across multiple systemsHardware and software asset management experienceIt would be a bonus if you have:Intune or MDM device management experienceExperience running security awareness activities such as phishing simulations or security trainingExperience in a multi-site or international IT environmentExperience working alongside or transitioning to a managed security model

(MDR, SIEM, CVAR)Our commitment to you:You’ll be working with talented professionals in a motivated and driven team.We offer a competitive salary package and comprehensive, valued benefits, includingprivate medical insurancea generous pension planan annual discretionary bonusWe embrace diversity and inclusivity, regardless of race, ethnicity, gender, gender identity, sexual orientation, physical ability, or family status. We prioritise supporting our employees’ diverse needs as we strive for excellence together.If the above resonates with you, apply with an up-to-date CV and be a part of our journey to reshape the future of science. #J-18808-Ljbffr