IT Operations Manager - Managed Services / IT Helpdesk

Welgo is looking for an experienced IT professional to take day-to-day ownership of our technical operation.

This is not a traditional Service Manager role.

We need someone who understands Microsoft technology, can lead and challenge technical people, is commercially switched on and is comfortable taking responsibility for getting things done.

You may currently be a Senior Engineer, Technical Team Lead, Technical Services Manager, Service Desk Manager or MSP Operations Manager.

The title matters less than the capability.

What matters is that you know what good managed IT looks like and have the confidence to lead it.

The opportunity

Welgo is an established Edinburgh technology business providing managed IT, Microsoft cloud, cyber security, backup, communications and wider technology services to SMEs.

We are continuing to grow and develop the business, and this role will become central to how our technical operation performs.

You will sit close to both the engineering team and senior management, taking ownership of service delivery, technical standards, workload, customer issues and operational performance.

We are not looking for someone to simply report on tickets and SLAs.

We want someone who will improve the operation.

Someone who will ask why things are being done a certain way.

Someone who will notice when an engineer has spent four hours on something that should have taken one.

Someone who can challenge a proposed Microsoft solution and understand whether it is secure, sensible and supportable.

Someone who understands when work should be included within support and when it should be separately scoped and charged.

And someone who can lead a team with clear expectations and high standards.

What you will own

You will take day-to-day responsibility for the performance of Welgo’s technical operation.

That will include:

• leading and supporting the technical team;
• managing priorities, workload and engineer capacity;
• maintaining oversight of tickets, aged issues and escalations;
• improving service desk standards and discipline;
• driving better documentation;
• improving onboarding and project handovers;
• reducing recurring technical issues;
• establishing clear Microsoft and security standards;
• improving use of automation and our MSP technology stack;
• challenging poor technical or operational practice;
• supporting customer service reviews;
• managing significant customer issues;
• helping scope technical projects;
• identifying appropriate commercial opportunities; and
• ensuring engineering time is being used effectively.

You will not be expected to personally resolve every technical issue.

But you will need enough technical depth to understand what is happening and challenge the answer when necessary.

Your technical background

We are particularly interested in candidates with strong experience across the Microsoft ecosystem, including:

• Microsoft 365;
• Entra ID;
• Azure;
• Intune;
• Microsoft Defender;
• Exchange Online;
• SharePoint and OneDrive;
• endpoint management;
• identity and access;
• Microsoft licensing; and
• security best practice.

Experience with NinjaOne or another RMM platform would be useful, as would broader knowledge of backup, networking, cyber security and infrastructure.

Previous experience within an MSP or managed IT environment is strongly preferred.

Commercial thinking matters

This is not purely a technical role.

You will need to understand that technical decisions have commercial consequences.

That means understanding customer contracts, engineering time, project scope, recurring revenue and the difference between supporting a customer and giving away chargeable work.

You should be comfortable spotting where a customer needs additional services or where an existing environment needs to be improved.

You will not be expected to become a salesperson.

You will, however, be expected to think commercially.

The person we want

We are looking for someone with technical credibility and leadership potential.

You will probably be someone who:

• has high standards;
• takes ownership;
• works at pace;
• follows things through;
• is comfortable challenging others;
• can handle challenge themselves;
• communicates well with both technical and non-technical people;
• understands customer service;
• makes decisions;
• stays calm when things become busy;
• cares about quality; and
• wants responsibility.

You should be comfortable working in a smaller business where everyone is close to the work and where there is genuine opportunity to influence how the company operates.

This role will suit someone who has already built strong technical experience and now wants to take a bigger role in leadership, customers, operations and commercial performance.

What success looks like

Within six months, we would expect you to have established real ownership of the technical operation.

The team should have clearer priorities and accountability.

There should be greater control over tickets, recurring issues and escalations.

Technical standards should be more consistent.

Customer communication should be stronger.

Engineering time should be better managed.

Senior management should be receiving fewer unnecessary escalations.

The whole technical operation should perform better because you are leading it.

Package and progression

The starting salary will be £38,000-£42,000, depending on experience.

Following successful completion of your first six months and delivery against agreed objectives, there will be a clear route towards a base salary of approximately £44,000-£45,000.

The role will also include a performance-related bonus opportunity, creating an expected OTE of approximately £50,000-£52,000.

Performance measures will cover a combination of service quality, operational improvement, team performance and commercial results.

For the right person, this role also offers significant scope to grow as Welgo develops.

We are looking for someone who wants to build something, not simply inherit a job description.

Pay: £37,400.00-£42,400.00 per year