At American Golf, we're passionate about golf and dedicated to helping golfers of all levels enhance their game. We believe in delivering exceptional service, offering expert knowledge, and providing the latest and greatest in golf products. As the largest golf retailer in Europe, we take pride in our commitment to excellence and in fostering a vibrant, customer-focused community of golf enthusiasts. We're looking for an experienced and dynamic IT Operations Manager to lead our IT infrastructure and support services. This pivotal role ensures that our stores, warehouse, and head office are equipped with efficient and reliable technology. You'll collaborate closely with Store and Area Managers to meet their technical needs and ensure smooth operations. In this role, you'll manage both field-based and office-based teams, ensuring optimal support and infrastructure performance. You'll also work closely with external providers, delivering continuous improvements and supporting the delivery of IT projects. Key Responsibilities: IT Operations: Manage daily IT support across offices, stores, and warehouse. Ensure the seamless operation of IT systems and infrastructure. Support store openings, refurbishments, and closures in collaboration with the IT team. Team Management: Lead and mentor geographically distributed IT teams. Set clear objectives and conduct appraisals in line with business standards. Coordinate resources to meet business demands and provide field support when needed. Support and Escalation Management: Act as the primary escalation point for IT support issues. Collaborate with third-party providers to resolve escalations within SLA timelines. Conduct daily stand-up meetings to prioritise outstanding issues. Infrastructure & Network Management: Ensure the smooth operation of networks, servers, and IT infrastructure. Oversee upgrades, patches, and security improvements. Maintain and test Disaster Recovery processes. Keep detailed documentation for all IT systems. Performance Optimisation & Collaboration: Monitor system performance and recommend improvements. Identify bottlenecks and scalability challenges. Report on system status and project progress to the Head of IT Innovation & Strategy. The Candidate: Technical Expertise: Proven experience in IT Operations, ideally within a retail environment. Strong knowledge of IT infrastructure, networks, and systems administration. Proficiency with cloud platforms (AWS, Azure) and Microsoft 365. Leadership & Management: Experience managing both remote and onsite teams. Strong leadership skills to inspire and develop team members. Problem-Solving & Multitasking: Excellent problem-solving skills to resolve IT challenges quickly. Ability to prioritise and manage multiple tasks effectively. Communication Skills: Clear and effective communicator with technical and non-technical stakeholders. Certifications: ITIL, MCSE, CompTIA Security, or equivalent certifications. Education: Bachelor's degree in Computer Science, IT, or equivalent work experience. Join us in driving innovative IT solutions across our organisation and making a real impact on our business operations ADZN1_UKTJ