IT Operations Manager

  • FT Perm
  • North Derbyshire
  • Salary: Dep. on exp.
  • Hours: 9.00am - 5.30pm Mon - Fri

Andy File Associates Limited are working as a Recruitment Agency on behalf of our client with regards this permanent position


The IT Operations Manager role reports directly to the Head of IT and Operations and will be responsible for the full running and development of our client’s engineering function.   A solid technical know-how is imperative with a key focus on people management and the desire to deliver outstanding customer service through all functions of the engineering team.

Our client has ambitious growth plans, a very clear vision and a passionate and dedicated team.  With the recent launch of a 24/7 service and an absolute focus on recurring revenue, this is a great opportunity for the right individual to make a positive impact and be a key influencer in the future of our client’s business.


Staff and Resource Management

  • Direct Line Management of 2 key areas of the department: Service Desk Manager; Solutions & Services Manager
  • Responsibility for the development and performance of direct reports including workflow management, PDP, training and career development planning
  • Mentor and coaching of Service Desk Manager to develop and maintain excellence within the support team of 1st to 3rd line engineers

Customer Satisfaction

  • Ensure you exceed customer expectations at all times
  • Keep the customer needs at the heart of everything you do
  • Communicate clearly and honestly with customers at all times
  • Coach and encourage the team to continuously deliver excellent customer service

IT Support

  • Provide 3rd line/major incident support to the Service Desk as required
  • Be a ‘go to’ person for all technical advice and sense checking with regards to proposals and customer solution recommendations
  • Escalation point for customer complaints/incidents as they occur
  • Ownership of all things ‘tech’ within the company and the customer base
  • Full company asset management


  • Weekly department performance reporting to the Management team including ticket and incident review and individual efficiencies
  • Monthly department overview reporting at Board level


  • Lead by example
  • Be a fully committed company team member and leader
  • Uphold the company values at all times
  • Embrace company processes and procedures ensuring full engagement throughout the team
  • Report to the Board of Directors and attend regular management meetings
  • Never over promise or under deliver


  • ITIL
  • Service Desk Management
  • People development
  • High level technical knowledge
  • Commercial understanding
  • Management reporting

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