IT Manager

Role Overview

We are seeking an experienced IT Manager to take ownership of the day-to-day IT operations across the business. This is a hands-on role, combining strong IT administration with the management of a small IT Helpdesk team of two.

You will be responsible for ensuring systems are secure, reliable, and fit for purpose, while also providing leadership, guidance, and escalation support to the helpdesk function.

Key Responsibilities

IT Operations & Administration

• Take full ownership of IT infrastructure, systems, and day-to-day IT operations

• Manage user accounts, permissions, and access across systems (onboarding/offboarding)

• Maintain and administer servers, networks, hardware, and software applications

• Ensure data security, backups, disaster recovery, and compliance with IT policies

• Manage software licensing, renewals, and asset registers

• Troubleshoot complex technical issues and act as final escalation point

Helpdesk Management

• Line manage 2 IT Helpdesk Analysts, providing day-to-day support and guidance

• Allocate workload, monitor ticket queues, and ensure SLAs are met

• Review helpdesk performance, identify trends, and improve processes

• Support training and development of the helpdesk team

Projects & Continuous Improvement

• Lead or support IT projects such as system upgrades, migrations, and new software implementations

• Identify opportunities to improve IT efficiency, security, and user experience

• Liaise with third-party suppliers, MSPs, and vendors where required

Stakeholder Support

• Act as the main point of contact for IT across the business

• Translate technical issues into clear, non-technical language for stakeholders

• Support senior management with IT planning and decision-making

Essential Skills & Experience

• Proven experience in a hands-on IT Manager or Senior IT Administrator role

• Strong IT administration background (not purely strategic)

• Experience managing or supervising an IT Helpdesk or support team

• Solid knowledge of:

• Microsoft 365 / Active Directory

• Networking, servers, and desktop environments

• Cyber security best practices and data protection

• Confident troubleshooting complex IT issues

• Strong organisational and communication skills

  ---

  Desirable

  • Experience working in an SME or multi-site environment

  • Exposure to cloud platforms, virtualisation, or VoIP systems

  • IT certifications (e.g. Microsoft, CompTIA, ITIL)

  ---

  Personal Attributes

  • Hands-on, practical, and solutions-focused

  • Approachable leader who enjoys supporting and developing others

  • Comfortable balancing day-to-day support with longer-term improvements

  • Calm under pressure with a methodical approach