IT Operations Lead: Service Management & Live Support

Veterinary Medicines Directorate; Addlestone; On-site; GBP 42,000 - 64,000; Full time

Job summary

The Veterinary Medicines Directorate in Addlestone, Surrey, invites applications for an IT Operations & Service Management Lead within its IT Operations team. This hands-on leadership role focuses on reliable day-to-day IT services, service desk operations, end-user support and live service delivery.

You will oversee incident, request, change and problem handling, provide senior technical judgement, and coordinate with suppliers and SOC teams to drive service improvements while ensuring

Qualifications

• Experience in IT operations, service desk or live service support.
• Experience with ticketing and service management tools (e.g., Jira Service Management).
• Experience supporting workplace tech: laptops, Microsoft 365, Teams, SharePoint, Outlook.

Responsibilities

• Provide hands-on operational IT tasks and service management.
• Coordinate incident, request, change and problem handling.
• Support live service delivery and end-user services.
• Escalate using suppliers, technicians or SOC as needed.

Skills

IT operations

Service desk

Incident management

Ticketing system

End-user support

Tools

Jira Service Management

Microsoft 365

Intune

Autopilot

SharePoint

Teams

Job description

The Veterinary Medicines Directorate in Addlestone, Surrey, invites applications for an IT Operations & Service Management Lead within its IT Operations team. This hands-on leadership role focuses on reliable day-to-day IT services, service desk operations, end-user support and live service delivery.

You will oversee incident, request, change and problem handling, provide senior technical judgement, and coordinate with suppliers and SOC teams to drive service improvements while ensuring