IT Operations Manager

You’ll be the primary point of contact for IT Operations, managing escalations, VIPs and end users and leading both an outsourced Service Desk provider and an internal IT Support team. You’ll make sure tickets are resolved effectively and that root cause analysis is carried out so issues don’t keep coming back., * Manage the outsourced Service Desk and internal IT Support team, ensuring timely, effective resolution

• Work with departmental experts to allocate and manage tasks, providing documentation and training to the Service Desk team
• Ensure the Operations team is available to support the change programme
• Build and maintain the support and software libraries, including how-to, self-help and training guides
• Manage third-party support providers, holding them to account on performance and reviewing outstanding tickets
• Develop and maintain the IT Balanced Scorecard for service and operational performance
• Play an accountable role in the IT Disaster Recovery Team, coordinating communication with third parties
• Play an accountable role in the Data Protection team, covering delivery and communications

• Hands-on experience managing IT support teams and third-party providers
• ITIL Foundation (or higher) is desirable, but candidates with relevant practical experience of ITIL principles will also be considered
• A full, valid UK driving licence is essential, as the role involves regular travel between company sites

Skills

• Budgeting Skills
• Cloud Services & Infrastructure
• Communication Skills
• Infrastructure Management
• IT Operations Management
• IT Service Management
• ITIL
• Problem Solving
• Team Management
• User Experience & Management