IT Support & Operations Manager

At Gordon Murray Group, technology plays a critical role in supporting our people, operations, and continued growth. We are looking for an experienced IT Support & Operations Manager to lead our IT support function and ensure the reliability, security, and performance of our infrastructure and end‑user services. Reporting to the Head of IT, this is a hands‑on leadership role responsible for managing day‑to‑day IT operations, supporting business‑critical systems, and delivering a high standard of technical support across the organisation.

The Role

• You will lead a small but highly capable IT support team, ensuring the delivery of responsive, high‑quality support services across the business.
• Working closely with internal stakeholders and outsourced support partners, you will take ownership of workplace technology, infrastructure operations, and service delivery, ensuring systems remain secure, scalable, and reliable.
• Lead, mentor, and develop the IT support team, fostering a culture of continuous improvement and exceptional service delivery.
• Oversee the IT service desk function, including queue management, ticket escalation, and timely issue resolution.
• Establish and monitor KPIs and SLAs to drive performance and customer satisfaction.
• Develop and maintain IT documentation, knowledge bases, and operational procedures.
• Manage the full lifecycle of end‑user devices, including provisioning, deployment, maintenance, and disposal.
• Provide high‑level technical support for hardware, software, and connectivity issues across the business.
• Oversee user account management, permissions, and access rights in line with security policies.
• Support and maintain the company’s IT infrastructure, including servers, storage, networks, and cloud‑based systems.
• Work alongside outsourced support partners to ensure the security and integrity of systems through firewalls, endpoint protection, patching, and monitoring tools.
• Manage routine maintenance, backups, disaster recovery processes, and business continuity activities.
• Coordinate with third‑party vendors and technology providers for support, upgrades, and issue resolution.
• Support IT projects, including infrastructure upgrades, migrations, and system improvements.

About you

• You’ll be an experienced IT operations or support professional with a strong technical background and proven leadership capability.
• You’ll thrive in a fast‑paced environment, balancing strategic oversight with hands‑on technical involvement, while maintaining a strong focus on customer service and continuous improvement.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years’ experience in IT support or operations, including leadership or management responsibility.
• Proven experience managing an IT support team and service desk environment.
• Strong technical expertise in Microsoft Windows, Microsoft 365, PC hardware, and end‑user support.
• Experience with server and network administration, including Active Directory, virtualization technologies such as VMware, and networking fundamentals.
• Strong understanding of IT service management principles, ideally with ITIL experience.
• Excellent problem‑solving, communication, and stakeholder management skills.
• Highly organised, proactive, and capable of managing multiple priorities in a dynamic environment.
• Comfortable communicating technical concepts to both technical and non‑technical audiences.
• Relevant certifications such as ITIL Foundation, CompTIA A+, or Microsoft certifications are advantageous.
• Experience supporting cloud platforms such as Azure or AWS would be beneficial.

Why this role matters

This is more than an IT support role, it’s an opportunity to shape and improve the technology experience across the business. You’ll play a key role in ensuring our systems, services, and people remain connected, secure, and operationally excellent. From leading support operations to driving infrastructure improvements, your work will directly support the success and growth of the organisation. If you’re looking for a role where you can lead from the front, make a measurable impact, and help deliver a world‑class technology environment, we want to hear from you.