Senior IT Manager

Lego; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

LEGO Digital Play in London is seeking a hands-on IT Manager to run day-to-day IT and act as second in command to the IT Director. You will handle 2nd and 3rd line tickets, escalate as needed, and lead IT projects from initial plan to adoption.

This role supports colleagues across offices and time zones, ensuring secure, reliable IT wherever they work. You will lead a small IT Engineers team, own the service desk end-to-end, and partner with security and People & Culture on onboarding journeys.

Qualifications

• Hands-on IT operations experience including service desk.
• Experience leading and developing a small technical team.
• Proven ability to run 2nd/3rd line support and escalations.
• Strong identity management experience with cloud providers (Okta/Entra ID).
• Experience with device management on Mac and Windows (Intune/Jamf).
• Experience delivering IT projects from plan to adoption.

Responsibilities

• Run day-to-day IT operations across offices and remote teams; handle 2nd/3rd line tickets.
• Deputise for the IT Director; help shape IT roadmap, policies and budget; liaise with leaders and LEGO partners.
• Lead, coach and develop a small team of IT Engineers; set priorities and hire as needed.
• Own the service desk end to end: tooling, flows, service levels, self-service, reporting.
• Design joiner/mover/leaver journeys with People & Culture for global access and equipment on day one.
• Manage identity and devices for a mixed Mac/Windows estate; support developers and engineers with high-spec workstations.
• Run hardware lifecycle for offices/remote workers; manage suppliers and international shipping.
• Plan and deliver IT projects across collaboration tools, identity, devices, and office technology; ensure security alignment.

Skills

IT operations management

Team leadership

2nd/3rd line support

Security awareness

Tools

Okta/Entra ID

Intune

Jamf

Google Workspace

Microsoft 365

Job description

LEGO Digital Play will bring the LEGO brand into digital entertainment in new, innovative, and wholly-owned ways. Our mission is to ensure the LEGO Brand remains as powerfully a part of children’s lives in the coming decades as it has ever been. We aim to reach every kid on the planet, their parents, and adult fans of LEGO—and provide them with meaningful, magical, and playful new experiences.

We are at the earliest phases of this new company, offering a unique opportunity to build a new entity for the world's most beloved and trusted brand. Our culture is open, collaborative, intellectually rigorous, and creatively vibrant.

Role Summary

We are looking for a hands‑on IT Manager to run day‑to‑day IT and act as second in command to our IT Director. You will spend real time in the support queue, working 2nd and 3rd line tickets and taking escalations from the team, and you will also lead IT projects from first plan through to adoption. When the IT Director is away, you will step in for them.

Our people are working across various offices and locations; you will make sure every one of them gets secure, reliable IT, whatever their location or time zone. This role suits someone who is as comfortable fixing a laptop at a developer's desk as presenting a project plan to senior leaders.

Key Responsibilities

• Run day‑to‑day IT operations across our offices and remote teams, and work the support queue yourself: pick up 2nd and 3rd line tickets, take escalations from the IT Engineers and see problems through to a lasting fix.
• Deputise for the IT Director: cover in their absence, help shape the IT roadmap, policies and budget, and represent IT with leaders across the business and with partner teams elsewhere in the LEGO family of companies.
• Lead, coach and develop a small team of IT Engineers, setting clear priorities, running regular one‑to‑ones and helping hire as the team grows.
• Own the service desk end to end, from tooling and request flows to service levels, self‑service, knowledge base and reporting, and act on what the data shows.
• Design and run joiner, mover and leaver journeys with People & Culture, so employees and contractors anywhere in the world get the right access and equipment on day one and lose access promptly when they leave.
• Manage identity and devices for a mixed Mac and Windows estate, including single sign‑on, multi‑factor authentication, access reviews, patching and software deployment, and support creative and engineering teams with high‑spec workstations, source control access and build machines.
• Run the hardware lifecycle for offices and remote workers in several countries, from forecasting and purchasing to international shipping, asset records and secure returns, and manage the IT suppliers and partners who support it.
• Plan and deliver IT projects across collaboration tools, identity, devices and office technology, bring new teams and sites onto common standards, and work with the security team to assess new applications and suppliers, manage incidents and keep recovery plans current.

Required Qualifications

• Substantial hands‑on IT experience, with a track record of running IT operations and a service desk while still working tickets yourself.
• Experience leading and developing a small technical team, and stepping up to cover for a senior IT leader.
• You will have selected and rolled out a service management platform before, including request types, service levels, self‑service and reporting.
• Strong, current hands‑on skills in cloud identity (for example Okta or Entra ID) and device management for Mac and Windows (for example Intune or Jamf).
• Experience running Google Workspace and Microsoft 365, including where both are used side by side.
• Experience supporting a distributed workforce across countries and time zones, including contractors, remote device logistics and small or shared office sites.
• A track record of delivering IT projects from plan to adoption, such as platform migrations, identity rollouts or office moves.
• Practical security knowledge and experience working alongside a security team.
• Clear communication with everyone from new starters to senior leaders, and willingness to travel between our offices.

Preferred Qualifications

• Experience in a games, VFX, animation or other creative technology studio.
• Familiarity with game development infrastructure such as Perforce, build machines or game engines.
• Experience bringing new teams or offices onto shared IT standards.
• Experience in an international organisation, with offices spanning different markets internationally
• Scripting or automation skills, for example PowerShell, Python or Bash, or experience automating identity workflows.
• A pragmatic ITIL or similar service management background.

Hybrid Working:

This role is based in our London office. Our hybrid working policy is three days a week in the office.