IT Operations & Service Management Lead

Salary: £35,000 - 35,000 per year

• Experience working in an IT operations, service desk, technical support, or live service support environment.
• Experience using a ticketing or service management tool, such as Jira Service Management or similar, to record, manage, prioritise, progress, and report on operational work.
• Experience supporting users with workplace technology, including laptops, Microsoft 365, Teams, SharePoint, Outlook, user accounts, access requests, mobile devices, laptop builds, device provisioning, Autopilot, Intune, or similar end-user services.
• Experience working with colleagues, suppliers, and technical teams to support reliable day-to-day IT service delivery, including effective handover, documentation, knowledge sharing, and continuous service improvement.
• Experience monitoring operational service information, including ticket trends, service desk performance, recurring incidents, operational metrics, alerts, and security-related issues, and using this information to identify risks, support proactive service improvement, and coordinate appropriate escalation.
• Good understanding of IT service management practices, including incident, request, change, and problem management, using ITIL-based or equivalent service management approaches.
• Ability to assess the impact and urgency of IT issues, prioritise work effectively, identify trends or recurring issues, and elevate risks, service issues, or complex technical matters when needed.

• Support the reliable day-to-day running of IT services that underpin our regulatory, scientific, and business activities.
• Focus on modern computing, end user services, service desk operations, and live service support.
• Provide HEO-level capacity within our IT Operations team, ensuring operational work is delivered, coordinated, prioritised, and managed effectively.
• Take an active role in incident, request, change, and problem handling.
• Provide service desk support, user support, technical triage, and escalation of live service issues.
• Work closely with EO IT Operations Support colleagues, providing senior technical judgement, day-to-day prioritisation, and escalation support.
• Contribute directly to hands-on operational tasks.
• Monitor service information such as ticket trends, service desk performance, recurring incidents, operational metrics, alerts, and security-related issues.
• Use service information to identify risks, support proactive service improvement, and coordinate escalation to suppliers, technical specialists, or SOC/security monitoring functions where required.

• Support
• ITIL
• JIRA
• Microsoft 365
• Mobile
• Security
• Share Point
• Office 365

We are the Veterinary Medicines Directorate (VMD), an Executive Agency of the Department for Environment, Food and Rural Affairs (Defra), responsible for ensuring the safety, quality, and efficacy of veterinary medicines in the UK. We are seeking an IT Operations and Service Management Lead to join our IT Operations team in a hands‑on operational role with service management responsibility. This role supports the reliable delivery of the IT services that underpin our work and offers an opportunity to work closely with colleagues across the team.

We are an Equal Opportunity employer.