Position: IT Operations Lead

Location: Basingstoke
Salary: £50,000 – £55,000

Benefits

• Rising holiday allowance (plus bank holidays)
• 10% matched pension contribution
• Ongoing career development and training
• On-site car parking

Role Overview

Our client is a leading Managed Service Provider, CRM, and Software Development company, seeking an experienced IT Operations Manager to lead the delivery, performance, and continual improvement of IT services across their customer base.

This role is responsible for overseeing day-to-day IT operations, customer service delivery, project execution, and technical standards, while acting as the senior escalation point for complex issues. You will balance hands-on technical leadership with people, process, and service management, ensuring customers receive a reliable, scalable, and secure IT service.

The role is primarily based from the Silchester office, with approximately 60% of time spent onsite at customer locations (mostly within a 50-mile radius).

Key Responsibilities

Operational & Service Management

• Own and manage the day-to-day delivery of IT services to customers, ensuring SLAs and KPIs are consistently met
• Act as the senior escalation point for operational and technical issues
• Ensure operational processes, documentation, and standards are defined, followed, and continuously improved
• Oversee incident, problem, and change management activities
• Ensure customer environments are stable, secure, and compliant with best practices

Team Leadership & Development

• Provide leadership and direction to the technical support and project teams
• Support team members through coaching, mentoring, and performance management
• Communicate company strategy, team goals, and project priorities clearly
• Identify skills gaps and training requirements, supporting professional development

Project & Change Delivery

• Oversee end-to-end delivery of IT projects, including planning, resourcing, implementation, and handover
• Ensure projects are delivered on time, within scope, and to agreed technical standards
• Provide pre- and post-project technical oversight and governance
• Carry out site surveys and ensure accurate technical documentation is produced

Customer & Stakeholder Management

• Build strong, trusted relationships with key customer stakeholders
• Act as a senior technical advisor, helping customers align IT operations with business objectives
• Support Directors with pre-sales technical input and solution design
• Ensure clear technical handovers to the Service Desk and ongoing support teams

Technical Oversight

• Maintain oversight of customer environments across:
• Windows Server and Active Directory
• Cloud platforms (Azure, Microsoft 365)
• Virtualisation (VMware, Hyper-V)
• Networking, firewalls, and security solutions
• Ensure best practice around backup, disaster recovery, security, and patch management
• Remain hands-on where required for complex troubleshooting or critical incidents

Essential

• 5+ years’ experience in a customer-facing IT role within an MSP environment
• Proven experience managing IT operations, service delivery, or technical teams
• Strong background in Microsoft 365, Azure, Windows Server, and Active Directory
• Solid understanding of networking, security, and virtualisation technologies
• Excellent communication skills with the ability to inspire confidence at all levels
• Strong organisational skills with exceptional attention to detail
• Ability to work under pressure and manage competing priorities

Desirable

• Experience with:
• Microsoft 365, Teams, Exchange, SharePoint, Intune, Autopilot
• VMware ESX, vCenter, and/or Hyper-V
• Backup solutions and enterprise firewalls (Sophos XGS)
• Email security platforms (Mimecast, Symantec)
• LAN, WAN, VLAN, VPN, enterprise wireless, and MFA
• Knowledge of Sophos, Egnyte, and Ubiquiti
• IT certifications or formal technical qualifications
• Strong documentation and reporting skills

INDIT