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For Companies At a Glance
- Tasks: Lead IT service delivery and transform operations in a dynamic, multi-site business.
- Company: Join a growing UK business with a friendly, ambitious culture.
- Benefits: Competitive salary, training support, monthly awards, and wellbeing resources.
- Other info: Opportunity for career growth in a close-knit tech team.
- Why this job: Make a real impact and take ownership of IT service improvements.
- Qualifications: Strong 2nd line support experience and a proactive mindset.
The predicted salary is between 40000 - 40000 £ per year.
Ready to step up from 2nd line into something bigger? This is not your typical support role. It is your chance to lead, shape and transform IT service delivery in a growing, multi-site UK business with over £90m turnover and 500+ users. If you are the kind of person who enjoys fixing things properly, not just quickly, and you have been itching to take more ownership, this could be the move that changes your career.
What's in it for you?
- Step into a leadership role without needing years of management experience
- Own and shape the Service Desk function from the ground up
- Work directly with a forward-thinking Head of Technology and fractional CIO
- Get exposure to IT transformation, service improvement and project delivery
- Be part of a small, close-knit tech team (c.5 people) where your voice matters
- Training, certifications and development fully supported
- Real variety: hands-on support + leadership + projects (Power BI, automation, service improvement)
- Recognition through monthly awards (£250 vouchers) and annual events
- Access to a wide employee benefits platform and wellbeing support
The opportunity
You will take the lead on day-to-day IT service and operations, acting as the go-to escalation point while mentoring a Service Desk Analyst and helping bring structure to a fast-moving environment. This is a business on a genuine transformation journey. Technology has been underinvested, processes are still maturing, and there is a huge opportunity to make a visible impact.
You will:
- Lead IT support operations across multiple sites and remote users
- Drive service desk improvements, SLAs, KPIs and ticketing discipline
- Act as 2nd/3rd line escalation across devices, M365, applications and basic infrastructure
- Support business-critical systems (ERP, CRM, HR platforms)
- Work closely with infrastructure, security and delivery teams to balance BAU and project work
- Help embed a customer-first, process-driven IT culture
- Play a key role in incident management, root cause analysis and continuous improvement
What you'll bring
- Strong 2nd line / senior service desk / IT support experience
- Confidence across M365, user support, applications and basic networking/infrastructure
- Exposure to application support (ERP/CRM/HR systems)
- A proactive mindset. You spot problems and fix the root cause
- The confidence to challenge, educate and influence users
- Ability to work in a hybrid BAU + project environment
- A natural communicator who can translate tech into plain English
The environment
- Multi-site business including manufacturing and field-based users
- Around 250 to 500 users, with varying levels of IT maturity
- A culture that is friendly, ambitious and customer-focused, but needs stronger processes and direction
- A place where you can genuinely steady the ship and build something better
Why this role stands out
This is ideal for someone who is:
- A 2nd line engineer ready for the next step
- Already acting as an informal lead and wants it officially
- Frustrated by firefighting and wants to improve how things actually work
- Looking for real responsibility without jumping into a huge corporate structure
If you are looking for a role where you can lead, influence, and make a visible impact from day one, this is well worth a conversation.
IT Service and Operations Lead employer: Tilt Recruitment Limited
Contact Detail:
Tilt Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service and Operations Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field and let them know you're on the lookout for new opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to IT service and operations. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've tackled challenges in previous roles, especially those that align with the responsibilities of the IT Service and Operations Lead position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals ready to make an impact in their next role.
We think you need these skills to ace IT Service and Operations Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your 2nd line experience and any leadership roles you've taken on. We want to see how you can lead and shape IT service delivery!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've improved processes or led teams in the past. We love a good story!
Show Off Your Problem-Solving Skills: In your application, don’t just list your skills—show us how you've used them to solve real problems. Talk about your proactive mindset and how you've tackled challenges in IT support. We’re all about fixing things properly!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any updates. Plus, we love seeing applications come in directly!
How to prepare for a job interview at Tilt Recruitment Limited
✨Know Your Stuff
Make sure you brush up on your 2nd line support experience and be ready to discuss specific examples. Think about the challenges you've faced and how you've resolved them, especially in areas like M365 and application support.
✨Show Your Leadership Potential
Even if you haven't held a formal leadership role, highlight instances where you've taken charge or mentored others. Be prepared to talk about how you can shape the Service Desk function and improve processes.
✨Understand the Business Context
Familiarise yourself with the company's operations and the importance of IT service delivery in their transformation journey. This will help you articulate how you can contribute to their goals and make a visible impact.
✨Communicate Clearly
Practice translating technical jargon into plain English. You’ll need to demonstrate that you can communicate effectively with users at all levels, so think about how you can explain complex issues simply and clearly.