IT Manager in Gateshead

Location: Team Valley, Gateshead, Tyne & Wear

Reports to: Chief Operations Officer

Direct Reports:

Role Purpose

The IT Manager will act as the senior technical and operational lead for internal IT services, responsible for keeping the organisation running smoothly today while building an IT function that can scale with the business. This is a hands-on leadership role. You will be the technical escalation point for internal IT issues, a mentor to junior team members, and the owner of internal systems, infrastructure, networks and IT service delivery. With the organisation currently at ~95 employees and growing, the IT Manager will play a critical role in ensuring technology is secure, resilient, efficient and fit for scale.

Key Responsibilities

• Internal IT Service Delivery

• Act as the senior escalation point for internal IT support tickets across hardware, software, cloud and network issues
• Support and guide the IT team in resolving first- and second-line issues efficiently and professionally
• Maintain high availability and performance of internal IT systems and end-user services
• Ensure consistent, high-quality support across the business
• Own and manage the organisation’s cloud, internal IT infrastructure and network environment
• Oversee identity management, access control, device management and endpoint security
• Maintain and improve system reliability, backups, disaster recovery and business continuity
• Lead infrastructure improvements that support business growth and evolving needs
• Line-manage and mentor team member (currently x2), supporting their technical and professional development
• Provide clear guidance, coaching and knowledge-sharing across the IT team
• Help shape roles, responsibilities and ways of working within the internal IT function
• Foster a proactive, service-oriented IT culture.
• Design and implement a scalable internal IT operating model appropriate for a growing organisation
• Define and document IT processes, standards, policies and ways of working
• Introduce structure around ticket management, prioritisation, escalation and reporting
• Ensure IT is aligned with business priorities and growth plans
• Own internal IT security posture and work to minimise operational and cyber risk
• Ensure appropriate controls around data protection, access management and system security
• Support compliance with relevant policies, standards and best practice
• Act as a trusted advisor to senior stakeholders on IT risk and resilience

• Work closely with senior leaders to understand business needs and translate them into IT solutions
• Act as a trusted internal partner, not just a technical support function
• Communicate clearly and effectively with both technical and non-technical stakeholders

Person Specification

Essential Experience & Skills

• Technical

• Strong, hands-on experience across End-user IT support and service management
• Cloud infrastructure (e.g. Microsoft Azure / AWS)
• Networking (LAN/WAN, VPNs, firewalls, connectivity)
• Identity and access management (e.g. Azure AD / Entra ID)
• Proven experience operating as a senior or lead technical resource within an internal IT team
• Solid understanding of IT security principles and best practice

• Experience leading or mentoring junior IT staff
• Comfortable balancing hands-on delivery with strategic thinking
• Able to design and implement IT processes, standards and operating models
• Strong problem-solving skills and calm decision-making under pressure

• Strong communication skills with the ability to explain technical issues clearly
• Commercially aware, with an understanding of how IT supports business performance and growth
• Organised, proactive and able to prioritise effectively in a fast-moving environment
• Experience supporting organisations through periods of growth or scaling
• Exposure to SaaS-heavy environments
• Experience implementing ITSM tools, ticketing systems or service frameworks
• Relevant certifications (e.g. Microsoft, AWS, networking or security certifications)

What Success Looks Like in the Role

• Internal IT issues are resolved efficiently, with minimal disruption to the business
• The IT team feels supported, capable and well-led
• Systems, infrastructure and networks are stable, secure and scalable
• Clear IT processes and standards are in place
• IT is viewed as a trusted, proactive partner by the wider organisation

Why Join?

• Opportunity to own and shape an internal IT function
• Hands-on technical role with real influence on business growth
• Close working relationship with senior leadership
• A role that blends leadership, technical depth and strategic impact

Company Overview

At Team RH, we’ve made it our mission to educate people that pills, shakes and fad diets DON’T WORK and the key to long-term success is to fully understand nutrition. We work very hard at teaching this to our members in the most easy-to-understand way, without all of the big words that confuse beginners. To date, we have over 70,000 members using our app, because we genuinely put our customers first. We deliberately keep our prices as low as possible, so everyone can afford to change their lives. We refuse to release anything unless we know it’s 100% the best quality, and we don’t sell a plan that lets you lose a few pounds short-term, to then put it all back on again. We pride ourselves on being the last ‘diet’ you’ll ever try.