IT Service & Operations Lead
Trafford Park | On-site | £40,000 + benefits | Career-defining opportunity
Ready to step up from 2nd line into something bigger?
This is not your typical support role. It is your chance to lead, shape and transform IT service delivery in a growing, multi-site UK business with over £90m turnover and 500+ users.
If you are the kind of person who enjoys fixing things properly, not just quickly, and you have been itching to take more ownership, this could be the move that changes your career.
What’s in it for you?
• Step into a leadership role without needing years of management experience
• Own and shape the Service Desk function from the ground up
• Work directly with a forward-thinking Head of Technology and fractional CIO
• Get exposure to IT transformation, service improvement and project delivery
• Be part of a small, close-knit tech team (c.5 people) where your voice matters
• Training, certifications and development fully supported
• Real variety: hands-on support + leadership + projects (Power BI, automation, service improvement)
• Recognition through monthly awards (£250 vouchers) and annual events
• Access to a wide employee benefits platform and wellbeing support
The opportunity
You will take the lead on day-to-day IT service and operations, acting as the go-to escalation point while mentoring a Service Desk Analyst and helping bring structure to a fast-moving environment.
This is a business on a genuine transformation journey. Technology has been underinvested, processes are still maturing, and there is a huge opportunity to make a visible impact.
You will:
• Lead IT support operations across multiple sites and remote users
• Drive service desk improvements, SLAs, KPIs and ticketing discipline
• Act as 2nd/3rd line escalation across devices, M365, applications and basic infrastructure
• Support business-critical systems (ERP, CRM, HR platforms)
• Work closely with infrastructure, security and delivery teams to balance BAU and project work
• Help embed a customer-first, process-driven IT culture
• Play a key role in incident management, root cause analysis and continuous improvement
What you’ll bring
• Strong 2nd line / senior service desk / IT support experience
• Confidence across M365, user support, applications and basic networking/infrastructure
• Exposure to application support (ERP/CRM/HR systems)
• A proactive mindset. You spot problems and fix the root cause
• The confidence to challenge, educate and influence users
• Ability to work in a hybrid BAU + project environment
• A natural communicator who can translate tech into plain English
The environment
• Multi-site business including manufacturing and field-based users
• Around 250 to 500 users, with varying levels of IT maturity
• A culture that is friendly, ambitious and customer-focused, but needs stronger processes and direction
• A place where you can genuinely “steady the ship” and build something better
Why this role stands out
This is ideal for someone who is:
• A 2nd line engineer ready for the next step
• Already acting as an informal lead and wants it officially
• Frustrated by firefighting and wants to improve how things actually work
• Looking for real responsibility without jumping into a huge corporate structure
If you are looking for a role where you can lead, influence, and make a visible impact from day one, this is well worth a conversation.
Tilt Recruitment are specialists in IT Recruitment. We work hard to find our candidates their perfect roles within fantastic organisations across the UK. If this role isn’t right for you, please still get in touch with us as we may have other roles which may suit you better.
We also offer up to £500 for every successful referral, if you know someone who matches this skill set please let us know.
Tilt Recruitment is acting as an Employment Agency in relation to this vacancy.