IT Service and Operations Lead

Salary: £40,000 - 40,000 per year

Requirements

• Strong 2nd line / senior service desk / IT support experience
• Confidence across M365, user support, applications and basic networking/infrastructure
• Exposure to application support (ERP/CRM/HR systems)
• A proactive mindset, with the ability to spot problems and fix the root cause
• The confidence to challenge, educate and influence users
• Ability to work in a hybrid BAU and project environment
• A natural communicator who can translate tech into plain English

Responsibilities

• Lead IT support operations across multiple sites and remote users
• Drive service desk improvements, SLAs, KPIs and ticketing discipline
• Act as 2nd/3rd line escalation across devices, M365, applications and basic infrastructure
• Support business-critical systems (ERP, CRM, HR platforms)
• Work closely with infrastructure, security and delivery teams to balance BAU and project work
• Help embed a customer-first, process-driven IT culture
• Play a key role in incident management, root cause analysis and continuous improvement

Technologies

• CRM
• ERP
• Support
• Security
• Power BI

More

We are a growing, multi-site UK business located in Trafford Park, with over £90m turnover and 500 users. This role offers a career-defining opportunity to lead and transform our IT service delivery. We promote a friendly, ambitious, and customer-focused culture that values your input. Our employees enjoy training, certifications, a wide benefits platform, and recognition through monthly awards. Join our small, close-knit tech team where your voice matters and make a visible impact from day one.

last updated 19 week of 2026