IT Operations Manager in Saffron Walden

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 & Attributes

• An experienced people manager who gets the best out of a small team
• Organised and process-driven, comfortable owning a service function end to end
• A clear communicator, able to manage stakeholder expectations and represent IT professionally at all levels
• Hands-on and self-directed, happy to switch between management and technical
• work
• Comfortable working with colleagues across multiple sites and time zones

The essentials:

• Demonstrable experience leading, managing and developing a small IT team
• Experience owning a helpdesk or service desk function: queue management, SLAs, escalation protocols and ticket workflows
• Independent working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN configuration, switch management and fault diagnosis
• Working knowledge of Windows Server environments
• Experience administering M365 or Google Workspace and the associated admin tooling
• Strong user lifecycle and access management experience across multiple systems
• Hardware and software asset management experience

It would be a bonus if you have:

• Intune or MDM device management experience
• Experience running security awareness activities such as phishing simulations or security training
• Experience in a multi-site or international IT environment
• Experience working alongside or transitioning to a managed security model (MDR, SIEM, CVAR)

Our commitment to you:

• You’ll be working with talented professionals in a motivated and driven team.
• We offer a competitive salary package and comprehensive, valued benefits, includingprivate medical insurancea generous pension planan annual discretionary bonus
• We embrace diversity and inclusivity, regardless of race, ethnicity, gender, gender identity, sexual orientation, physical ability, or family status.
• We prioritise supporting our employees’ diverse needs as we strive for excellence together.

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