IT Operations Manager

LOCATION: Farnham Support Office, with Frequent travel to Branch Locations

REPORTS TO: Head of Patient Support, IT and Projects

REPORTS: IT First Line Support, IT Support Apprentice, Technology Analyst

Rota: Monday to Friday: 37.5 hours per week, worked flexibly between 8:30 am and 5:30 pm to ensure full service coverage.

Saturday: Occasional on-call duty, with Time Off in Lieu (TOIL) provided for any additional hours worked.

JOB PURPOSE:

The IT Operations Manager is responsible for ensuring the smooth, secure, and efficient operation of the organisation's IT environment. This role oversees the management and optimisation of IT infrastructure, networks, systems, and cloud services, while leading the IT Support Desk to deliver high-quality, responsive technical assistance to end users. The postholder will plan and deliver IT projects that enhance business performance and resilience, ensuring that systems are reliable, scalable, and aligned with organisational goals. Working closely with stakeholders across the business, the IT Operations Manager will drive continuous improvement, manage suppliers and service levels, and uphold best practices in security, availability, and service delivery.

KEY RESPONSIBILITIES:

Service Desk & End-User Support

• Lead the IT Service Desk team to deliver exceptional customer service in line with agreed SLAs.
• Own and maintain incident, problem, and change management processes following ITIL best practice.
• Provide hands-on 2nd-line technical support and assist with 1st-line overflow during peak demand.
• Monitor ticket volumes and trends, generating regular performance metrics and driving service improvements.
• Ensure accurate ticket logging, categorisation, and resolution through strong process governance.
• Collaborate with IT and business teams to enhance end-user satisfaction and communication.
• Oversee IT onboarding, including workstation setup, welcome briefings, and remote induction sessions.

Microsoft 365 Administration

• Administer Microsoft 365 tenant services, including Entra ID (Azure AD), Exchange Online, SharePoint, and Teams.
• Manage user accounts, licensing, permissions, and group memberships.
• Oversee mail policies, transport rules, and mailbox configurations or migrations.
• Maintain SharePoint and Teams site access, structure, and lifecycle.
• Monitor system health and service alerts via the Microsoft 365 Admin Center.
• Develop and maintain PowerShell scripts for automation and administrative efficiency.

Service Management & Reporting

• Work with senior IT leadership to agree and manage Operating Level Agreements (OLAs) with service providers.
• Monitor vendor performance against contractual commitments and SLAs.
• Track and report Service Desk performance metrics and SLA compliance.
• Produce and present monthly IT service reports covering incident volumes, SLA achievement, and key trends.
• Document and communicate lessons learned from major incidents and projects to support continual improvement.

HALO ITSM Administration

• Administer and maintain the HALO ITSM platform, including configuration, automation, and reporting.
• Optimise workflows, categories, and SLA rules in line with ITIL principles.
• Build dashboards, reports, and templates to improve visibility and efficiency.
• Implement automation for routine processes (onboarding, password resets, asset tagging).
• Ensure data quality through regular audits and enforce ticket management standards.
• Act as liaison with HALO vendor support for updates and escalations, and train team members on system usage.
• Integrate HALO with complementary systems such as asset management, RMM, and monitoring tools.

Infrastructure & Project Delivery

• Lead and deliver IT infrastructure and systems projects across branch sites.
• Develop project plans, manage resources, and ensure delivery on time, within scope and budget.
• Coordinate with suppliers, stakeholders, and internal teams to ensure smooth rollouts.
• Maintain clear communication and change control throughout project lifecycles.
• Stay abreast of emerging technologies and recommend suitable solutions.
• Manage conditional access, MFA, and related security configurations in Entra.

Infrastructure Support & Maintenance

• Ensure system uptime, performance, and reliability through proactive monitoring and maintenance.
• Manage and support core infrastructure (servers, networks, storage, endpoints, and cloud systems).
• Provide 3rd-line technical escalation and coordinate field support scheduling.
• Conduct quarterly branch visits to assess IT health, gather feedback, and identify improvement opportunities.
• Maintain accurate infrastructure documentation and asset records.
• Ensure all changes are properly planned, documented, and executed in line with ITIL processes.
• Collaborate closely with the Service Desk Lead to maintain continuity between field and remote operations.

RMM, Patch & Security Management

• Manage and maintain the NinjaOne RMM platform.
• Oversee patch management and software update deployment across the IT estate.
• Ensure all endpoints are secure, up-to-date, and monitored for compliance.
• Identify vulnerabilities and coordinate timely remediation.
• Produce a monthly IT estate report highlighting system health, patch compliance, and security status.

Data Backup & Business Continuity

• Manage and maintain Veeam backup systems, ensuring data integrity and recoverability.
• Conduct regular backup verification and restore testing.
• Support and enhance disaster recovery and business continuity plans.
• Monitor storage capacity, data retention, and cost efficiency.
• Recommend improvements for security, performance, and value for money.

Security & Compliance

• Maintain IT security standards across all devices, systems, and users.
• Monitor and respond to security alerts from RMM, antivirus, and other monitoring tools.
• Collaborate with IT leadership on compliance, risk mitigation, and policy enforcement.
• Support incident response, disaster recovery, and audit activities as required.

Cyber Security

• Work with the Head of Customer Service, IT and Projects on the operational delivery of the organisation's cyber security measures, ensuring systems, data, and networks are protected from internal and external threats.
• Implement and maintain security controls across servers, endpoints, networks, and cloud environments in line with industry best practice and compliance standards.
• Manage and enforce conditional access, MFA, and endpoint protection policies within Microsoft Entra and Microsoft 365.
• Work with the IT Leadership Team to review and update cyber security policies, incident response plans, and acceptable use standards.
• Coordinate regular security patching, vulnerability scans, and remediation activities across all systems.
• Oversee user awareness training and phishing simulation programmes to strengthen the organisation's human firewall.
• Collaborate with external security partners, auditors, and vendors to ensure ongoing compliance with frameworks such as Cyber Essentials Plus.
• Maintain accurate documentation of security configurations, incidents, and response actions.

Network & Telephony Management

• Manage and monitor the organisation's network infrastructure to ensure performance and uptime.
• Provide 2nd-line support for Teamslink and Five9 telephony systems across branches and contact centres.
• Oversee IVR configuration, call routing, and system improvements in collaboration with the Field Support Technician.
• Continuously optimise telephony systems to improve user experience and service efficiency.
• Ensure new partner call routing (THCP) is delivered within agreed SLAs.

Leadership & People Management

• Line-manage the IT Field Support Technician and First Line Support staff.
• Provide coaching, mentoring, and performance management to support professional development.
• Prioritise team workload to align with business needs and service objectives.
• Foster a culture of accountability, customer service excellence, and continuous improvement.

Required Skills & Attributes

• Strong technical knowledge of Microsoft 365 administration, including Entra ID (Azure AD), Exchange Online, SharePoint, and Teams.
• Experience managing IT infrastructure, including servers, networks, storage, and endpoint management.
• Proven ability to lead and develop an IT Service Desk function in line with ITIL principles.
• Proficiency with HALO ITSM (or equivalent service management tools) for ticketing, reporting, and workflow automation.
• Hands-on experience with RMM tools (e.g. NinjaOne) and patch management practices.
• Solid understanding of backup and disaster recovery technologies (e.g. Veeam).
• Knowledge of network administration, including switching, routing, VPNs, and connectivity troubleshooting.
• Demonstrable experience in IT project delivery, from planning to implementation and review.
• Strong analytical and problem-solving skills, with a methodical and structured approach.
• Excellent communication and stakeholder management skills, with the ability to explain technical issues clearly to non-technical audiences.
• Proven experience managing third-party vendors and service providers, ensuring performance against SLAs.
• Ability to produce clear, data-driven reports and dashboards for IT service performance and infrastructure health.

Desirable Skills & Attributes

• Experience with Microsoft Endpoint Manager / Intune for device and application management.
• Familiarity with Teamslink and Five9 telephony systems or similar cloud-based communication platforms.
• Working knowledge of PowerShell scripting for automation and system administration.
• Experience integrating ITSM platforms with other systems (e.g. asset management, monitoring tools).
• Exposure to cybersecurity frameworks and compliance standards (e.g. ISO 27001, Cyber Essentials Plus).
• Understanding of cloud infrastructure services (e.g. Azure, AWS) and hybrid environments.
• Previous experience supporting multi-site operations and remote workforce environments.
• Formal ITIL certification (Foundation or higher).
• Relevant Microsoft certifications (e.g. MS-100, AZ-104, or similar).
• Project management experience or qualification (PRINCE2, Agile, or equivalent).

Personal Attributes

• A proactive and solution-focused mindset, with a drive for continuous improvement.
• Natural leadership presence with the ability to motivate, develop, and empower team members.
• Customer-centric attitude with a genuine commitment to service excellence.
• Calm and composed under pressure, with strong decision-making and prioritisation skills.
• Highly organised and methodical, with attention to detail in documentation and process adherence.
• Confident communicator, able to collaborate effectively across technical and non-technical teams.
• Demonstrates ownership and accountability for outcomes and commitments.
• Adaptable and flexible, capable of managing multiple tasks and shifting priorities.
• Upholds integrity, discretion, and professionalism when handling sensitive information.
• Keen interest in emerging technologies and a desire to stay up to date with industry best practices.