IT Operations & Support Manager

Inclusively Remote; United States; Remote; USD 55,000 - 103,000; Full time

Benefits offered by this job

Permanent work from home

Immediate hiring

Job summary

Inclusively Remote is seeking an IT Operations & Support Manager to oversee daily IT, support users, and manage security. The role covers Microsoft 365 environments, cloud systems, and vendor coordination, with a focus on reliable, secure tech for a distributed workforce.

The position is hands-on and requires strong troubleshooting, data protection know-how, and independent work. Ideal for professionals guiding IT across remote and office teams.

Qualifications

• Proven experience as IT Manager/IT Administrator or similar role.
• Strong knowledge of Microsoft 365 and cloud-based business systems.
• Experience managing user accounts, permissions, and access controls.
• Excellent troubleshooting and problem-solving skills.
• Understanding of cybersecurity and data protection principles.
• Experience managing IT vendors and external providers.
• Strong documentation and organizational skills.
• Ability to work independently with minimal supervision.
• Excellent communication skills for non-technical users.

Responsibilities

• Oversee day-to-day IT environment and assets for the company.
• Provide first- and second-line user support and issue resolution.
• Administer Microsoft 365, email, Teams, SharePoint, and related tools.
• Maintain security controls and monitor cybersecurity risks.
• Support UK GDPR/data protection compliance as applicable to clients.
• Develop and maintain IT policies, procedures, and backups.
• Manage relationships with external IT providers and vendors.
• Ensure IT systems are scalable and disaster recovery tested.
• Provide management with regular IT incident and project updates.
• Champion automation and process improvements across tech stack.

Skills

IT management

Microsoft 365

User accounts management

Troubleshooting

Cybersecurity fundamentals

Data protection

Vendor management

Documentation

Independent work

Communication skills

Education

MS certifications (MS-900, MD-102, AZ-900)

Tools

Microsoft Intune

Azure AD / Entra ID

SharePoint

Teams

OneDrive

Endpoint management

Job description

Our client is seeking a capable and proactiveIT Operations & Support Manager. You will be responsible for overseeing the company’s day-to-day IT environment, systems, users, cybersecurity, data protection support, and technology processes. This is a hands‑on role rather than a purely strategic position. The successful candidate will be expected to troubleshoot issues, manage systems and user access, coordinate with external IT providers where required, improve internal technology processes, and ensure the organisation maintains a secure and reliable IT environment. The ideal candidate will be comfortable working independently and supporting a distributed organisation with office‑and remote‑based employees.

Client Overview

Our client, a CQC-approved home care provider operating across England and Wales, provides home care and support services including personal care, dementia care, palliative care, rehabilitation, respite care, end-of-life care, independent living, and live-in care. As the company continues to grow its services and operations, reliable, secure, and well‑managed technology is essential to supporting its care teams, management, administrative functions, and service users.

Schedule

Monday to Friday, 9:00 am to 1:00 pm (UK Time, 20 hours per week)

Key Responsibilities

IT Operations & Infrastructure

• Oversee the day-to-day IT environment across the company.
• Ensure employees have reliable access to the systems and technology required to perform their roles.
• Manage computers, laptops, mobile devices, peripherals, and other IT assets.
• Maintain accurate IT asset and equipment registers.
• Coordinate equipment setup and user onboarding/offboarding.
• Monitor system performance and resolve or escalate technical issues.

User Support

• Provide first-line and second-line technical support to employees.
• Troubleshoot hardware, software, connectivity, and account‑access issues.
• Assist employees with Microsoft 365, email, collaboration tools, and other business applications.
• Provide clear guidance to non-technical users.
• Maintain an organised record of IT support requests and resolutions.

Microsoft 365 & Cloud Systems

• Administer Microsoft 365 environments and user accounts.
• Manage email accounts, licences, permissions, and access.
• Support Microsoft Teams, SharePoint, OneDrive, and related collaboration tools where applicable.
• Review user permissions regularly and remove unnecessary access.
• Support cloud-based applications used by the business.

Cybersecurity

• Help maintain a strong cybersecurity environment across the organisation.
• Implement and monitor appropriate security controls.
• Support multi‑factor authentication and secure password practices.
• Monitor user access and identify potential security risks.
• Ensure devices are appropriately protected, updated, and maintained.
• Support endpoint security, antivirus, and patch management.
• Assist with phishing awareness and cybersecurity training for employees.
• Develop and maintain basic IT security procedures.

Data Protection & Information Security

• Work closely with the Compliance Manager and senior management to support UK GDPR and data protection requirements.
• Help ensure confidential client and employee information is appropriately protected.
• Review access controls for sensitive information.
• Support secure data storage, sharing, and disposal practices.
• Assist with responding to potential data or cybersecurity incidents.
• Maintain appropriate IT‑related policies and documentation.

IT Policies & Procedures

• Develop, maintain, and review IT policies and procedures covering acceptable IT use, password management, cybersecurity, device management, user access, data security, remote working, employee onboarding/offboarding, incident reporting, and backup/recovery.
• Ensure employees understand and follow relevant IT procedures.

Backup & Business Continuity

• Monitor backup arrangements for critical business data and systems.
• Regularly review backup and recovery procedures.
• Assist with IT disaster recovery and business continuity planning.
• Identify technology‑related business continuity risks.
• Support testing of recovery procedures where appropriate.

Vendor & Technology Management

• Manage relationships with external IT providers, software vendors, and technology suppliers.
• Monitor IT contracts, subscriptions, and software licences.
• Identify opportunities to reduce unnecessary technology costs.
• Evaluate new technology solutions based on business requirements.
• Escalate complex technical issues to external specialists when necessary.

Technology Improvement

• Review existing systems and identify opportunities for automation and process improvement.
• Recommend technology solutions that improve productivity and operational efficiency.
• Support digital transformation initiatives.
• Identify opportunities to improve communication and collaboration between offices, remote employees, and care teams.
• Ensure technology solutions remain scalable as the company continues to expand.

Management Reporting

• Provide regular updates to senior management regarding IT incidents, cybersecurity risks, system issues, IT projects, hardware/software requirements, technology costs, and recommended improvements.
• Maintain appropriate IT documentation and asset registers.

Requirements

• Proven experience as an IT Manager, IT Administrator, Systems Administrator, Technical Support Manager, or similar role.
• Strong knowledge of Microsoft 365 and cloud-based business systems.
• Experience managing user accounts, permissions, and access controls.
• Strong troubleshooting and problem‑solving skills.
• Understanding of cybersecurity fundamentals.
• Knowledge of data protection and information security principles.
• Experience managing IT vendors and external technology providers.
• Strong documentation and organisational skills.
• Ability to work independently with minimal supervision.
• Excellent communication skills and the ability to explain technical concepts to non‑technical users.

Qualifications

Desirable Experience & Knowledge

• Experience supporting healthcare, social care, domiciliary care, or other regulated environments.
• Experience working with organisations subject to CQC or similar regulatory requirements.
• Knowledge of UK GDPR and information governance.
• Experience with care management, rostering, or workforce management software.
• Experience implementing cybersecurity policies and procedures.
• Experience with Microsoft Intune, Entra ID/Azure AD, SharePoint, and endpoint management.
• Experience with IT audits or security assessments.

Desirable Certifications

• Microsoft certifications such as MS-900, MD-102, AZ-900, or related qualifications.

Key Performance Indicators

• Reliable availability of core IT systems.
• Timely resolution of employee IT issues.
• Accurate IT asset and user‑access records.
• Appropriate cybersecurity controls across the organisation.
• Timely onboarding and offboarding of users.
• Effective management of software licences and IT suppliers.
• Reduced recurring technical issues.
• Improved employee adoption of technology.
• Maintenance of appropriate IT policies and procedures.
• Strong support for business continuity and data security.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.