Information Technology Operations Support Lead

3 weeks ago

United Kingdom Davies Full time

Our vision

Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions and grow together. In a fast-changing business environment, we adapt and look ahead.

We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.



Why work for Davies

Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof). Davies benefits and employee policies are ever-evolving. Currently some of our highlights include:


  • Reward platform – discounts for over 800 retailers
  • 25 days holiday (rising with service)
  • EAP with virtual GP
  • 2 x paid volunteering days
  • Enhanced maternity and paternity leave policies
  • Fostering friendly and fertility support employer
  • Pension - matched contribution at 5%
  • Life Assurance (4 x basic salary)
  • Development, training, and professional qualifications where applicable



The Role

The Operations Support Lead is responsible for the daily support of the Service and Technical Operations Analysts, providing guidance, support, and mentorship to ensure the team's success. The aim is to help maintain high levels of service quality, efficiency, and customer satisfaction.

Supporting teams with problem management, this role works closes with others in the wider Service Operations division including People Leads, Tech Ops Managers and Service Ops Managers to drive continuous improvement initiatives and implement best practices.


Key responsibilities

  • Provide ongoing support and mentorship to Service and Technical Operations Analysts, ensuring the team's success through guidance.
  • Ensure adherence to processes whilst continuously identifying patterns and areas for improvement for service enhancement.
  • Promote a culture of problem-solving within the support teams with a proactive mindset.
  • Support the automation–first mindset, identifying opportunities and guidance to help automate processes and reduce manual intervention.
  • Manage resource and ensure the team have the skills and tools needed to be successful.
  • Manage shift patterns to ensure comprehensive coverage and smooth handoffs between teams, optimizing workforce efficiency.
  • Support the teams in IT Problem Management by providing guidance on complex issues that may require senior or strategic intervention, and act as a facilitator to their progress.
  • Act as a primary contact point for addressing and resolving challenges within the team, ensuring obstacles are promptly and effectively removed.
  • Ensure consistent knowledge and guidance across all operations teams, fostering a learning environment and a unified approach to service delivery.
  • Maintain strong relationships with customers, working with the divisional business teams to ensure we understand and support their requirements.
  • Work closely with other teams and business areas to maintain and improve the service operations frameworks.


Key skills and experience required.

  • Strong career history of working in a people-leadership or management role.
  • Management exposure within a service desk / service operations experience is a must
  • Strong understanding of customer service principles and practices, with an emphasis on problem management.
  • Good understanding of ITIL.
  • Customer-centric with strong critical decision-making skills
  • Excellent communication and conflict management skills.
  • Ability to influence others by presenting well-informed suggestions.
  • Experience of agile processes an advantage.
  • Have the ability to inspire, motivate and guide a team to achieve their goals.

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