Information Technology Operations Manager

Location: Coventry - Hybrid, with an expectation to be in the office at least once a fortnight

About the role

We’re looking for an experienced IT Operations Manager to lead and develop our internal IT function at BCIS.

This is a hands‑on leadership role where you’ll take ownership of the day-to-day running of IT across the business, ensuring our systems are reliable, secure and well governed. You’ll manage and coach our IT Operations Engineer, while working closely with our senior engineers as we continue to modernise our technology and move more of our infrastructure to the cloud.

It’s a varied role that combines operational IT support with leadership and project delivery. You’ll still be comfortable getting hands‑on with 1st and 2nd line support when needed, but you’ll also lead larger initiatives including software rollouts, hardware refreshes, cyber security testing and remediation, and improvements to the processes that keep our technology estate secure and compliant.

As our infrastructure evolves, you’ll also have the opportunity to build your own cloud and Dev Ops knowledge and help develop these capabilities within the IT team.

Key responsibilities

You’ll be responsible for:

• Leading, coaching and developing our IT Operations Engineer, helping them build their skills and capabilities.
• Managing priorities across the IT function, balancing day-to-day support with planned projects and improvements.
• Acting as the escalation point for complex or high‑impact IT issues.
• Supporting 1st and 2nd line IT requirements across Windows and Mac environments when required.
• Overseeing employee onboarding and offboarding, including hardware, systems access and account provisioning.
• Ensuring support tickets and internal queries are resolved promptly and consistently.
• Planning and delivering IT projects including software rollouts, hardware refreshes and major system upgrades.
• Supporting the migration of physical infrastructure to cloud services alongside our senior engineers.
• Owning cyber security governance across the IT estate, including security and penetration testing and coordinating remediation activity.
• Ensuring systems are appropriately patched, supported and compliant with agreed IT processes.
• Managing access across internal and third‑party systems, including Active Directory and SaaS platforms.
• Maintaining accurate inventories of hardware, software and SaaS platforms.
• Maintaining IT documentation, SOPs and change management processes.
• Managing IT contracts, renewals, vendors and SaaS provider relationships.
• Procuring new and replacement hardware, software and tools.
• Working alongside senior engineers with infrastructure hosted in AWS and Azure, with opportunities to develop further Dev Ops capability over time.

About you

You’ll be someone who enjoys taking ownership and can comfortably move between solving an immediate IT issue and planning improvements that will make things work better in the future.

You’ll be organised, pragmatic and confident communicating with people across the business, with the ability to prioritise effectively when unexpected issues arise.

• Proven experience within IT support, IT operations or a similar environment.
• Experience managing, coaching or mentoring others. Formal line management experience would be an advantage, but strong informal leadership experience will also be considered.
• Hands‑on Active Directory administration experience.
• Strong knowledge of both Windows and Mac operating systems.
• Good understanding of networking fundamentals including IP, DNS and VPNs.
• Experience managing IT processes such as patching, ticketing and compliance.
• Experience coordinating IT projects or initiatives such as system rollouts, upgrades or hardware refreshes.
• Exposure to cyber security governance,…