IT Operations Manager

You’ll take responsibility for how IT runs, both internally and for the clients who rely on us. It’s a genuine management role, not a supervisory title over a ticket queue. You’ll lead the support team, own the infrastructure and cloud environment, manage the suppliers we work with, and report on performance to the directors with numbers that mean something., * Line-managing the support team: setting priorities, running one-to-ones, handling holiday and rotas, and developing people so the team needs you less over time.

• Owning day-to-day service delivery: incidents, problems, change requests and SLAs, with clear reporting on response times, resolution times and recurring issues.
• Running our Microsoft environment end to end - Microsoft 365, Entra ID, Intune, Exchange, Teams, and the underlying infrastructure of servers, networks, firewalls and backups.
• Managing cloud services in Azure, including costs, permissions and capacity.
• Looking after client-facing relationships on the operational side: reviewing service performance with clients, handling escalations, and being the person they know will pick up the phone.
• Managing suppliers and third-party contracts, monitoring what they deliver against what we pay for, and renegotiating when it stops making sense.
• Owning security operations: patching, vulnerability management, endpoint protection and access control, and maintaining our Cyber Essentials certification.
• Protecting continuity: keeping backups current, testing disaster recovery plans rather than assuming they work, and documenting what to do when something breaks at 2am.
• Managing the operational budget: forecasting spend on licences, hardware and renewals, and finding savings without cutting corners.
• Leading projects like infrastructure refreshes, migrations, new client onboardings, with agreed timescales and costs that hold up.
• Producing IT policies and documentation that are actually usable, and keeping them current.

• Experience running IT operations or infrastructure in a business or managed-service environment, and a track record of keeping services stable.
• Strong working knowledge of Microsoft 365 and Windows Server, including Entra ID and device management through Intune.
• Practical experience of incident, problem and change management, and of producing service reporting that leadership can read.
• Supplier and contract management experience.
• Comfort with budgets, procurement and commercial conversations.
• Solid security awareness including patching, backup, access control, and what good looks like.
• Calm under pressure. When an outage happens, you triage, communicate and delegate rather than diving into every ticket yourself.
• Based within commuting distance of Bromsgrove.

Desirable:

• ITIL qualification or equivalent working knowledge of IT service management.
• Azure administration experience, ideally with a Microsoft certification (AZ-104 or similar).
• Experience working toward or maintaining ISO 27001 or Cyber Essentials Plus.
• PowerShell or scripting for automation and reporting.
• PRINCE2 or similar project management exposure.
• Experience in a managed service provider environment, understanding how multiple client environments are run under one roof.

We’re not strict about formal qualifications. If you’ve run IT operations for a few years and can talk us through what you’ve built and what you’d do differently, that carries more weight than a certificate.

Hours: 40 hours per week, Monday to Friday, with a shared out-of-hours on-call rotation paid separately, * Salary of £45,000 to £50,000 depending on experience, reviewed annually.

• 25 days’ holiday plus bank holidays.
• Company pension contribution.
• Annual performance bonus.
• One day a week working from home.
• A budget for certifications and training like ITIL, Azure, whatever helps you do the job better.
• Company car allowance., * Bereavement leave
• Canteen
• Company pension
• Cycle to work scheme
• Free parking
• Life insurance
• On-site parking
• Sick pay

Dawn Technology Solutions provides IT support and technology services to businesses. We look after our clients’ infrastructure, cloud platforms and day-to-day IT, the work is hands-on, the clients are local, and the standards we hold ourselves to are the reason they stay with us. We’re at the stage where the operation needs a dedicated manager to run it properly.