IT Operations Manager

ARE YOU THE ONE?

Are you passionate about making a real difference in IT service delivery and operations? 

We are looking for a dedicated IT Operations Manager to join our team. In this role, you'll oversee the day-to-day operations of our IT Help Desk, manage and mentor a team of IT Engineers, and ensure the smooth functioning of our IT infrastructure. Your expertise will help us maintain high standards of customer service, proactively manage system performance, and optimise our procurement processes. 

If you’re ready to take the next step in your career and move into a team management role, we want to hear from you!

WHAT YOU’LL BE UP TO

HELP DESK MANAGEMENT

Oversee the day-to-day operations of the IT Help Desk, ensuring efficient resolution of user issues and inquiries

Coach and manage a team of IT Help Desk analysts, fostering a positive and supportive work environment

Implement well-defined procedures for incident and service request management, prioritising tasks and ensuring timely resolution

Establish and maintain high standards for customer service, ensuring a positive user experience

IT OPERATIONS MANAGEMENT

Ensure the smooth operation and performance of IT infrastructure, including servers, networks, and applications

Proactively monitor system performance and identify potential problems before they impact users

Implement preventative maintenance procedures to minimise downtime and ensure system availability

Escalate, coordinate resolution, and troubleshoot system outages and incidents, restoring service as quickly as possible

PROCUREMENT & CONTRACTS

Manage hardware and software procurement processes, ensuring cost-effectiveness and alignment with business needs

Liaise and negotiate with preferred and existing IT hardware and service providers, managing contracts with IT vendors, ensuring adherence to Service Level Agreements (SLAs) and budgetary constraints

Work closely with Supply Chain Services to identify and collaborate with the most competitive and effective IT vendors

ARE YOU OUR PERFECT PARTNER?

• You’ve got a strong understanding of IT help desk and operations processes, including incident and service request management
• You’re proficient in using and managing IT service management tools
• You’re able to demonstrate knowledge of network and server administration
• You’re familiar with procurement processes and contract management
• You’ve got strong organizational skills with the ability to prioritise tasks and manage time effectively
• You’re an excellent problem-solver with strong decision-making skills
• You’re able to demonstrate commitment to high standards of customer service, ensuring a positive user experience
• You’re a team player, able to collaborate effectively across cross-functional teams
• You’ve got the ability to monitor and analyse help desk metrics to identify trends and areas for improvement
• You’re looking to take the next step in your career to manage a team of IT Engineers

WHAT YOU CAN EXPECT FROM US

• Competitive Salary: £36,000 Per Annum 
• Accelerator bonus scheme
• Company Sick Pay 
• Samsung / HP Discounts 
• Life Assurance: 4 times your annual salary 
• Perkbox (Rewards Portal) 
• Development Opportunities– our teams have historically moved into all manner of other jobs! 

WHO ARE WE?

We’re Blue Square. An award-winning, retail marketing agency connecting and engaging audiences with some of the world’s most loved brands. We believe in the power of human touch across the buyer to customer journey to grow sales, increase loyalty and build brand love for our clients. People are at the centre of our success. We go above and beyond to support, develop, and nurture our talented employees to driver personal growth and love what they do. 

At the heart of our agency are our ETHIC values – and we’re on a mission to work with individuals who share and believe in them.