IT Operations Manager in Essex

research and make a real difference to human health. We work collaboratively with our customers, building trusted relationships that enable us to deliver exceptional, personalised experiences designed for real-world challenges in the lab.Want to be part of a team that's truly making a difference? Your key responsibilities will include: Managing and developing a team of three: a Support Engineer and IT Technician in the UK, and an IT Manager in the US, with regular 1:1s, performance reviews and development planning Setting team standards, SLAs and escalation protocols, and acting as the first point of escalation for the operational team Reporting operational performance to the IT Director: queue metrics, SLA adherence, volume trends and team capacity Owning helpdesk queue management, making sure tickets are triaged, routed and resolved within agreed timeframes Owning asset management, user lifecycle (starters, leavers and role changes) and day-to-day M365 administration Overseeing procurement of hardware and peripherals, and owning IT documentation: SOPs, FAQs and user guides Providing hands-on networking support: connectivity issues, VPN faults, switch-level troubleshooting and network access management Supporting server and infrastructure maintenance alongside our Cyber Security Engineer, with structured knowledge transfer to build your infrastructure depth over time Owning day-to-day security operations: policy enforcement, MFA compliance, endpoint compliance, antivirus alert triage and our phishing simulation programme Maintaining user access and permissions across all systems, applying least privilege principles Skills