IT Operations Manager

Innserve Ltd; Tadcaster; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Hybrid working

23 days holiday + 8 bank holidays

Free refreshments

Life assurance

Employee Assistance Programme with 24/

Flex Pot benefits

Job summary

Innserve Ltd seeks an experienced IT Operations Manager to lead frontline IT and Telecommunications support across multiple sites, delivering fast, reliable technical assistance and superb customer service.

You will manage a team of Systems Support Technicians, own incident triage, P1 communications, and drive security, systems administration, change control, and KPI-driven service improvements for both on-site and remote users.

Qualifications

• Proven experience managing an IT support or service desk function in a multi-site environment.
• Strong knowledge across end-user computing, networks, remote access and telecommunications.
• Experience leading a technical support team with performance coaching.
• Ability to manage high-priority incidents and communicate with stakeholders at all levels.
• Experience with systems administration, security controls, and change management.
• Strong analytical and problem-solving skills.
• Excellent communication skills to explain technical issues clearly.

Responsibilities

• Lead Innserve's frontline IT and Telecommunications support function, managing a team of Systems Support Technicians.
• Oversee the first line helpdesk, ensure effective triage and escalation of incidents, and take ownership of P1 communications across the business.
• Drive service performance through KPIs, strong team development, and high-quality support for both on-site and remote users.

Skills

IT operations management

IT support

Team leadership

Incident management

Systems administration

Security controls

Change management

Analytical thinking

Communication skills

Job description

Are you:

Looking for a hybrid office-based work from home role? Full time hours (36 per week)Monday to Friday .

An experienced IT Operations Leader, and someone who enjoys working in a collaborative environment?

Ready to be welcomed into our key team of drinks dispense solutions experts who deliver customer service excellence and keep our customers pouring? We support over 90000 licenced premises across the UK plus at concerts, festivals and racecourses, stadiums and arenas including the O2 Arena, Lords, Hyde Park At Innserve, we are One Big Team.

Working at Innserve, you'll enjoy:

• Competitive salary (negotiable within a range, dependent on experience).
• Hybrid working: Offering flexibility and a great work-life balance
• Generous holiday allowance: 23 days holiday + 8 bank holidays.
• Free refreshments: Enjoy complimentary on-tap soft drinks and premium hot drinks.
• Amazing core benefits: Life assurance, holiday trading options, retail discounts plus access to an award-winning Employee Assistance Programme with 24/7 GP access and wellbeing services - including an extra "Celebration Day" off every full calendar year that you work for us.
• But that's not all! Each year, you'll receive a "Flex Pot," to purchase additional personalised benefits. Whether it's extra life assurance, private medical, a gym plan, increased pension contributions, dental or travel insurance, you can choose what fits your needs. It's your benefits, your way! Some benefits may cover you past state pension age and cover your family too!

Your typical day as an IT Operations Manager:

You will lead Innserve's frontline IT and Telecommunications support function, managing a team of Systems Support Technicians to deliver fast, reliable, and customer focused technical assistance. You'll oversee the first line helpdesk, ensure effective triage and escalation of incidents, and take ownership of P1 communications across the business.

With responsibility for systems security, user administration, hardware lifecycle planning, and the introduction of new technologies, you'll drive service performance through clear KPIs, strong team development, and high quality support for both on site and remote users.

You'll already have:

• Proven experience managing an IT support or service desk function in a multi site or fast paced environment.
• Strong technical knowledge across end user computing, networks, remote access, and telecommunications.
• Experience leading and developing a technical support team, including performance management and coaching.
• Demonstrable ability to manage high priority incidents and communicate effectively with stakeholders at all levels.
• Experience with systems administration, security controls, and change management processes.
• Strong analytical and problem solving skills, with the ability to diagnose complex issues and make sound decisions.
• Excellent communication skills, with the ability to explain technical issues clearly and professionally.

Desirable Skills & Experience

• Experience working with outsourced IT partners or managed service providers.
• Knowledge of ITIL principles or formal service management frameworks.
• Experience delivering technology upgrades, hardware refresh programmes, or small scale IT projects.
• Understanding of KPI development, reporting, and service performance improvement.

At Innserve, we are One Big Team. Interested in joining us?