IT Operations Manager

IT Operations Manager

Location: Worcester
Salary: Depending on experience
Working Pattern: Monday–Friday, primarily onsite, with remote support for other company locations. Participation in a rotational weekend support rota will also be required.
Employment Type: Permanent

About the Role

We are looking for a hands\-on and technically capable IT Operations Manager to join our IT team and provide reliable technology support across the business.

The role will provide 1st and 2nd line IT support to approximately 120 users, with primary onsite support at our Worcester headquarters and remote support for our second site.

This is a broad IT role covering end\-user computing, Microsoft technologies, networking, servers, virtualisation, backup, cybersecurity and a wide range of business technology.

The successful candidate will be comfortable troubleshooting issues independently, taking ownership of problems through to resolution, and working under supervision when making changes to core infrastructure.

Candidates with less than three years’ relevant experience may be considered for a Junior IT Support \& Infrastructure Technician position, depending on their technical capability and potential.

Key ResponsibilitiesIT Support

· Provide 1st and 2nd line technical support to approximately 120 users.

· Provide onsite support at the Worcester headquarters and remote support to users at other company locations.

· Diagnose and resolve hardware, software, network and user\-related incidents.

· Support laptops, desktops, mobile devices, printers, telephony and other IT equipment.

· Support meeting rooms, presentation equipment and other workplace technology.

· Manage IT requests and incidents through the company’s Freshservice service desk platform.

· Maintain clear and accurate documentation of incidents, resolutions and technical procedures.

· Provide professional and customer\-focused support to users across the business.

Microsoft Environment

· Support the company’s Microsoft\-based IT environment.

· Administer and troubleshoot Microsoft 365 services.

· Manage user accounts, groups and permissions within Active Directory and Microsoft Entra ID.

· Support Windows 10/11 endpoints.

· Assist with Microsoft security and identity technologies.

· Troubleshoot authentication, access, MFA and account\-related issues.

· Assist with endpoint configuration, software deployment and system maintenance.

Infrastructure \& Networking

· Provide hands\-on support for servers, virtual infrastructure and network equipment.

· Support and administer VMware environments.

· Perform hands\-on administration and maintenance of backup infrastructure, including Veeam.

· Troubleshoot TCP/IP, DNS, DHCP, VLAN and general network connectivity issues.

· Support enterprise\-grade switches, wireless infrastructure and network services.

· Assist with configuration and troubleshooting of FortiGate firewalls and related network infrastructure under appropriate supervision.

· Support remote connectivity between company locations.

· Assist with infrastructure upgrades, migrations and technology projects.

Hardware \& Workplace Technology

· Install, configure and maintain laptops, desktops, monitors, printers and peripherals.

· Support mobile phones and other business devices.

· Maintain meeting\-room and conferencing technology.

· Provide technical support for CCTV and related systems.

· Assist with server\-room and network infrastructure activities.

· Maintain accurate IT asset and equipment records.

Cybersecurity

· Monitor and respond to cybersecurity alerts and incidents.

· Support endpoint security and protection technologies.

· Investigate and escalate suspicious activity, phishing attempts and potential security incidents.

· Assist with user security issues, account compromise and access\-related incidents.

· Follow company security policies and procedures.

· Assist with maintaining secure configuration and patching of IT systems.

· Escalate significant security incidents to senior IT management where appropriate.

IT Operations

· Take ownership of assigned IT processes, including Joiner, Mover and Leaver activities.

· Provision and decommission user accounts, equipment and access.

· Maintain IT documentation, procedures and knowledge\-base information.

· Assist with software licensing and hardware lifecycle management.

· Support IT projects and infrastructure improvements as required.

· Work with third\-party suppliers and service providers when required.

· Provide support as part of a rotational weekend rota, helping to respond to unexpected IT or operational issues and supporting business continuity and flexibility.

· Provide occasional out\-of\-hours support where required by business needs.

Essential Skills \& Experience

· Experience working in an IT support or IT operations environment.

· Strong 1st and 2nd line support experience.

· Good troubleshooting and problem\-solving skills.

· Experience supporting a user base of approximately 100\+ users.

· Strong knowledge of Windows desktop environments.

· Practical experience with Microsoft 365\.

· Practical experience with Active Directory and/or Microsoft Entra ID.

· Understanding of TCP/IP, DNS, DHCP and general networking.

· Experience supporting hardware, peripherals and workplace technology.

· Experience working with an IT service desk/ticketing system.

· Ability to work independently and take ownership of technical issues.

· Good communication skills and a customer\-focused approach.

· Ability to work onsite and provide remote support to other locations.

Desirable Technical Experience

Experience in any of the following would be advantageous:

· FortiGate or other enterprise firewall platforms.

· Enterprise\-grade switches and wireless infrastructure.

· VMware / virtualisation technologies.

· Veeam or other enterprise backup technologies.

· Windows Server.

· Ubuntu Server / Linux.

· macOS.

· PowerShell or scripting.

· Endpoint security / EDR platforms.

· Microsoft security and identity technologies.

· CCTV systems.

· Business telephony / VoIP.

· Infrastructure monitoring and alerting systems.

Experience with FortiGate is desirable but not essential; candidates with equivalent experience supporting other enterprise firewall and networking platforms will be considered.

Personal Attributes

The successful candidate will be:

· Hands\-on and technically curious.

· A strong troubleshooter who enjoys finding the root cause of problems.

· Comfortable working across both end\-user support and infrastructure.

· Able to prioritise multiple incidents and requests.

· Willing to learn new technologies.

· Comfortable working independently while knowing when to escalate.

· Professional and approachable when dealing with users.

· Security\-conscious and attentive to detail.

· Able to take ownership of tasks and see them through to completion.

Working Requirements

Monday–Friday, primarily onsite, with remote support for other company locations. Participation in a rotational weekend support Rota will also be required

The role is primarily based at the Worcester headquarters, with responsibility for providing remote support to the company’s second site. Occasional travel between locations may be required.

The role will also participate in a rotational weekend support rota to ensure appropriate IT support is available for unexpected issues and to provide flexibility to support business requirements.

A full UK driving licence would be advantageous.

Occasional out\-of\-hours support may be required depending on business requirements and planned IT activities.

Career Development

This role provides an opportunity for an experienced IT Support Technician to develop broader infrastructure and security skills across:

· Microsoft 365 and Entra ID

· Networking and firewalls

· VMware

· Veeam and backup infrastructure

· Windows Server

· Linux

· Cybersecurity

· IT infrastructure projects

The position would therefore suit an experienced 2nd\-line technician looking to progress towards an Infrastructure Engineer / IT Systems Engineer role.

Benefits:

• Casual dress


• Company events


• Employee discount


• Gym membership


• On\-site parking

• Monday to Friday with some weekend work

Pay: Up to £45,000\.00 per year

Benefits:

• Company events


• Company pension


• Employee discount


• Free parking


• On\-site gym


• On\-site parking

This listing is from Indeed. View original listing ↗