Global IT Operations Lead: Build & Own Service Desk

SPT Labtech; Cambridge; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Private medical insurance

Generous pension

Discretionary bonus

Job summary

SPT Labtech is seeking an experienced IT Operations Manager to own and run our day-to-day IT function. Based in Cambridgeshire, you will lead a small team across the UK and US and be the single accountable owner for helpdesk operations, asset and user lifecycle management, and M365 administration.

This role offers scope to shape processes, set standards and build a high‑performing service. You will work closely with senior stakeholders, manage security operations, and continuously improve IT

Qualifications

• Proven experience leading, developing and managing 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.

Responsibilities

• Managing and developing a team of three across the UK and 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, ensuring tickets are triaged, routed and resolved within agreed timeframes.
• Owning asset management, user lifecycle and day-to-day M365 administration.
• Overseeing procurement of hardware and peripherals, and owning IT documentation: SOPs, FAQs and user guides.

Skills

People management

Service desk ownership

Networking fundamentals

Windows Server

M365 administration

Access management

Tools

Windows Server

M365

Job description

SPT Labtech is seeking an experienced IT Operations Manager to own and run our day-to-day IT function. Based in Cambridgeshire, you will lead a small team across the UK and US and be the single accountable owner for helpdesk operations, asset and user lifecycle management, and M365 administration.

This role offers scope to shape processes, set standards and build a high‑performing service. You will work closely with senior stakeholders, manage security operations, and continuously improve IT