IT Operations Manager

The IT Operations Manager is responsible for the reliable, secure and effective operation of the firm’s technology services. The role leads the Service Desk, Infrastructure and IT Training functions, ensuring day-to-day services run well, operational risks are managed, and users are supported to adopt technology confidently and consistently.

This is a leadership role within a technical function. The post-holder will have sufficient technical knowledge to provide direction, challenge suppliers and make informed recommendations, but will not normally be expected to undertake hands-on technical change activity as their primary day-to-day responsibility. They will coordinate internal resources and third-party partners to deliver stable services, controlled change and practical modernisation.

Key Outcomes:

• Stable, secure and performant IT services which support fee earner and business services productivity
• A responsive, well-managed Service Desk and Infrastructure service with clear ownership of incidents, changes, problems and major incidents
• Operational contribution to information security, ISO 27001, business continuity, disaster recovery and client assurance requirements
• Practical modernisation of the technology estate through roadmaps, lifecycle planning, architecture standards and supplier delivery
• Effective adoption of Microsoft 365, cloud services, data tools and appropriate AI-enabled capabilities across the firm
A structured IT training service that improves user confidence, reduces avoidable support demand and supports technology change

• Skills, Experience and Competence

  
  
• Experience leading IT operations, Service Desk and infrastructure services in a professional services or similarly regulated environment
• Working knowledge of ITIL practices and evidence of ITIL training or certification, with the ability to embed pragmatic, proportionate processes
• Good understanding of information security operations and common control frameworks, with exposure to ISO 27001 or similar standards
• Strong Microsoft 365 operational knowledge, including collaboration, identity, security and administration concepts
• Experience of cloud technologies, preferably Microsoft Azure, Entra ID and related Microsoft security capabilities
• Ability to build roadmaps, support architecture discussions and turn improvement ideas into deliverable plans
• Strong supplier management, service reporting, prioritisation and stakeholder communication skills
• Clear written and verbal communication, with the ability to explain technical matters in business language
• Calm, organised and outcome-focused, with the judgement to balance service stability, security, cost and user experience
Experience managing, coaching and developing technical or training team members

• Desirable Technical Experience

  
  
• Cyber security tooling, vulnerability management, backup assurance, monitoring and incident response
• Endpoint management, device lifecycle, Microsoft Intune or equivalent endpoint management tooling
• WAN, LAN, Wi-Fi, firewalls, remote access and network security concepts
• Active Directory, Entra ID, permissions, file services and general system administration
• Virtualisation, storage, backup and recovery technologies, including VMware, SAN technologies and Veeam or equivalents
• Desktop virtualisation or application delivery technologies, including Citrix or equivalents

Personal Attributes

• Practical, curious and improvement-minded, with the confidence to challenge legacy ways of working constructively
• Service-focused and approachable, with a strong understanding of the needs of fee earners and business services teams
• Able to make sensible decisions under pressure and escalate appropriately where risk, cost or business impact requires CIO input
• Comfortable balancing operational delivery with continuous improvement, training and project support
• Holder of a clean UK driving licence and access to own vehicle