We are seeking an IT Service Operations Manager. You will be responsible for overseeing IT support and service delivery operations across the organisation. This self-starter role involves managing and optimising the daily activities of the IT service desk, ensuring effective incident management and maintaining service levels that meet or exceed customer expectations. A key aspect of the role is ensuring that systems, networks, and applications function optimally, aligning with business objectives and customer needs. Additionally, the IT Service Operations Manager will drive IT service improvements, mentor junior staff, and manage escalations and major incidents to resolution. The position also requires producing business cases to justify additional resources as the team expands to meet increasing demand from new customers. This is an office-based role, Monday to Friday, based in Hertford, Hertfordshire. Key Responsibilities: Overall Service Operations Management: • Oversee the daily operations of the IT service desk, ensuring tickets are processed following established procedures and SLAs. • Develop and implement best practices for managing tickets, including prioritising based on business impact and maintaining accurate records for ticket status, types, and priorities. • Manage escalations from 1st and 2nd line support teams, ensuring timely and effective resolution of complex issues. • Lead incident and problem management processes, including root-cause analysis for recurring incidents, working closely with internal teams and external vendors. Service Level Agreement (SLA) Management: • Monitor IT service performance to ensure compliance with SLAs, managing ticket queues and ensuring incidents are resolved in a timely manner. • Proactively identify and mitigate potential SLA breaches through regular reviews of system performance and troubleshooting incidents. • Develop and implement corrective actions for downtime or service unavailability, ensuring compliance with contractual obligations and maintaining uptime targets (e.g., 99.8% system availability). Team Leadership and Development: • Lead and mentor 1st, 2nd, and 3rd line support teams, providing technical guidance, coaching, and performance feedback. • Conduct regular training sessions to improve team skills in troubleshooting, technical processes, and customer service. • Foster a collaborative working environment that encourages knowledge sharing and continuous improvement. Incident and Change Management: • Act as the point of contact for major incidents, overseeing the resolution process and ensuring stakeholders are kept informed throughout the lifecycle of incidents. • Manage the change management process, ensuring all planned changes are carefully evaluated, approved, and properly communicated to affected stakeholders. • Ensure that all incidents, changes, and requests are tracked and properly documented for reporting purposes. User Management and Security: • Oversee user account management processes for systems like Microsoft O365, ensuring proper provisioning, modification, and deactivation of accounts. • Ensure that security protocols such as Zero Trust are enforced, and that sensitive information is handled in accordance with company policies and compliance requirements. • Conduct regular reviews of access controls, permissions, and security posture. System Maintenance and Performance Optimisation: • Ensure optimal performance of IT infrastructure, including servers, networks, workstations, and software applications. • Manage the scheduling and execution of preventive maintenance activities, including updates, patches, and hardware replacements. • Oversee the configuration and monitoring of key systems, such as APC units, Axis cameras, and Windows-based operating systems, ensuring that all components function as required. Project Management and System Configuration: • Collaborate with the IT infrastructure team to plan, configure, and deploy new systems and services. • Manage system build projects, ensuring timely deployment of new systems while adhering to technical specifications and business requirements. • Contribute to the planning and executing site-specific IT projects, including troubleshooting and systems integration. Vendor and Stakeholder Management: • Work closely with internal and external stakeholders, including vendors, to ensure service levels are met and improve overall service delivery. • Act as the primary point of contact for third-party vendors, ensuring timely support and issue resolution. Training and Documentation: • Maintain up-to-date technical documentation for IT services and systems, including troubleshooting guides, best practices, and system configurations. • Lead the development of user training programs, ensuring effective onboarding and knowledge transfer to end-users and staff. Business Minded and Continuous Improvement: • Actively drive improvements in IT service delivery, identifying areas of inefficiency or underperformance and implementing solutions. • Participate in business initiatives contributing to revenue growth, operational excellence, and customer satisfaction. • Keep up to date with new technologies and industry best practices, recommending their adoption to improve service quality and operational efficiency. Qualifications: • Cisco Certified Network Professional (CCNP) qualification is required. • A minimum of 5 years of experience in IT support or service operations management. • Extensive experience with Microsoft O365, Windows OS, and remote management tools (e.g., LogMeIn, TeamViewer). • Proven leadership experience with the ability to manage teams, resolve escalated issues, and drive service excellence. • Strong understanding of IT infrastructure, systems, and applications, as well as experience with security frameworks (e.g., Zero Trust). • Expert knowledge of ISO 27001 and other relevant information security standards, with a proven track record of implementing and maintaining security management systems in compliance with ISO standards. • Familiarity with industry-standard service management frameworks such as ITIL. • Excellent communication, problem-solving, and organisational skills. • Excellent verbal and written communication skills. • Self-starter with the ability to work independently and take initiative. • Strong technical aptitude, including the ability to produce and approve Root Cause Analysis reports. Key Competencies: • Strong technical leadership and team management skills. • Ability to manage complex technical issues while focusing on customer service and business needs. • Proven track record in managing SLA compliance and delivering results in a fast-paced environment. • Exceptional organisational and multitasking abilities. • Analytical mindset with the ability to identify trends, root causes, and implement solutions. Good company benefits, subject to probation