IT Operations Manager

IT Operations Manager

Wakefield – Site based, with 1 to 2 days a week in Rotherham

£45,000 to £50,000

Elevation Tech & Transformation is recruiting exclusively for a key client on the hunt for an IT Operations Manager to take ownership of IT support delivery across the business.

The role

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.

Key responsibilities

• 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

About you

• 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