Tech Operations Leader — Hybrid, Automation & Service Desk

Addition; Milton Keynes; Hybrid; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Flexible and hybrid working options

Pension contributions

Discretionary bonus scheme

Onboarding and professional growth

Job summary

Addition Solutions in the United Kingdom is seeking an experienced Technology Operations Manager to own and develop our Technology Operations capability. You will lead the Service Desk, oversee Windows and macOS endpoints and drive automation to improve efficiency and colleague experience.

You will define strategic direction, stay hands-on when needed, and collaborate with Security and People teams to implement ITSM and AI-assisted support to scale operations in a regulated financial technology

Qualifications

• Experience leading an IT Service Desk or Technology Operations team within a regulated environment.
• Hands-on knowledge of endpoint management using MDM or UEM platforms.
• Experience supporting Windows and macOS devices.
• Understanding Joiners, Movers and Leavers processes and access-management controls.
• Automation or scripting solutions to reduce manual Service Desk activity.
• ITSM knowledge and Jira Service Management experience.
• Stakeholder management and communication skills.

Responsibilities

• Lead and continuously improve the Technology Operations function, coaching the Service Desk and setting objectives, SLAs and quality standards.
• Act as escalation point for complex issues and ensure timely, colleague-focused resolutions.
• Define, monitor and report on service KPIs and KRIs.
• Promote accountability, collaboration and continuous improvement.
• Own configuration, deployment and lifecycle management of Windows and macOS endpoints.
• Maintain and improve MDM/UEM tooling to enforce security policies and controls.
• Ensure endpoint builds are secure, auditable and compliant with data-protection requirements.
• Partner with Security to embed endpoint hardening, patching and remediation.
• Lead Joiners, Movers and Leavers processes, including provisioning and access management.
• Coordinate with People and Security to manage access rights and audit trails.
• Improve workflows to reduce manual effort and accelerate productivity for new hires.
• Identify high-volume Service Desk queries and create automation and self-service solutions.
• Champion a shift-left approach with safe self-service.
• Evaluate ITSM platforms, workflow tools and AI-assisted support capabilities.
• Document operational processes and maintain a knowledge base.
• Manage relationships with technology suppliers and service providers.
• Support technology risk and control frameworks, including audits.

Skills

Service Desk leadership

Endpoint management

Joiners Movers Leavers

Automation scripting

ITSM (Jira Service Management)

Stakeholder management

Regulated environment

Communication

Problem solving

Security awareness

Tools

Jira Service Management

MDM/UEM

Job description

Addition Solutions in the United Kingdom is seeking an experienced Technology Operations Manager to own and develop our Technology Operations capability. You will lead the Service Desk, oversee Windows and macOS endpoints and drive automation to improve efficiency and colleague experience.

You will define strategic direction, stay hands-on when needed, and collaborate with Security and People teams to implement ITSM and AI-assisted support to scale operations in a regulated financial technology