IT Manager in Kingston upon Thames

Reports to: Director of Technology. Contract Type: Permanent. Location: Hybrid – 4 days a week in office (Richmond, SW London). We are recruiting for an IT Manager to manage and deliver day‑to‑day IT operations, ensuring stability, performance and consistent user support across the business. This is a vital enablement role designed to help all of our teams thrive by providing the technical foundation they need to succeed. As we navigate our transition into Cazoo, you will play a key part in maintaining our core processes and ensuring operational continuity. Your focus will be on keeping our systems dependable and our people supported, providing a steady hand during this period of business change.

Key Responsibilities

• IT Support & Service Management: Own and manage the internal IT support function and service desk, ensuring effective day‑to‑day delivery across incident, request, and change processes. Track and improve service performance, SLAs and user satisfaction through continual improvement. Manage and optimise the IT service management platform (Freshservice), including ticketing workflows, automation and reporting. Provide hands‑on technical support during escalations and high‑priority incidents, and mentor IT support staff.
• User Lifecycle & Device Management: Oversee end‑to‑end onboarding and offboarding, ensuring user accounts, access and devices are provisioned and deprovisioned securely via a documented JML process. Manage procurement and lifecycle of laptops, mobile devices and peripherals. Maintain endpoint management standards using Microsoft Intune, Jamf and Apple Business Manager across Windows and Apple devices.
• Systems, Infrastructure & Security: Administer core business systems including Microsoft 365, Google Workspace, Slack and other SaaS tools. Monitor and maintain internal networks, backup solutions, patching and infrastructure services. Support IT policy, access control, endpoint compliance and audit requirements in line with InfoSec standards.
• Vendor & Supplier Management: Manage supplier relationships, holding third parties accountable to agreed SLAs. Support contract renewals, licensing and commercial management of IT services.
• Leadership & Stakeholder Management: Line manage IT support staff, including 1:1s, performance management and development. Act as the key operational IT contact across the business, communicating clearly with non‑technical stakeholders.

What You'll Bring

• Strong experience in IT operations or service delivery, with hands‑on responsibility for support and service performance.
• Solid administration experience across Microsoft 365, Google Workspace and a modern workplace tech stack.
• Hands‑on experience with Intune, Jamf and Apple Business Manager.
• Experience managing third‑party suppliers and overseeing SLAs.
• A solid grasp of ITSM principles across incident, request and change management.
• A proactive, service‑first mindset with a passion for continuous improvement and modernising IT operations.

Perks & Benefits

• Annual bonus scheme or commission plans for our Commercial team.
• More than match on pension contributions – you contribute 6%, we contribute 9% (total 15% of base salary).
• Quarterly value‑led awards with generous cash prizes.
• Referral bonus – recommend a colleague, receive £2,000.

Work‑Life

• 25 days of holiday plus bank holidays.
• Hybrid role – two days a week based in our Richmond office.
• Family enhanced leave after six months of service: 20 weeks at 100% pay for maternity or pregnant parent; 12 weeks at 100% pay for paternity or non‑birth parent.
• Volunteer days – two volunteer days a year.

Health & Peace of Mind

• AXA Private Healthcare – high‑level coverage for you, partners and dependents including pre‑existing conditions.
• Bupa Dental – Level 2 coverage for cash‑back on preventative, restorative and emergency care.
• Private GP – 24/7 digital access via Help@Hand.
• Income Protection – 13 weeks of sick pay before long‑term illness cover with Canada Life.
• Life Assurance – four times basic salary covered by Unum.
• Specialist support – free counseling and menopause/fertility support via Peppy.

Your Growth

• Learning budget and continuous development opportunities.
• Every manager has a dedicated budget for your specific role development.

The Extras

• Choice of a MacBook or Windows laptop.
• Perks@Work – discounts at over 30,000 retailers and entertainment venues.
• Annual conference with top‑tier industry guest speakers.
• Summer bash and annual festive party – we bring everyone together to celebrate in style.
• Free food and drinks in the office.
• Partnership with Brentford FC – tickets to matches and chance to play on the pitch.

Diversity & Inclusion

The best ideas come from people with different backgrounds, experiences and ways of thinking. At Cazoo we are a place where people feel comfortable speaking up, contributing and growing. Bring your perspective, bring your experience, be yourself.