Job Description

About Us

We're a dedicated Managed Service Provider (MSP), delivering outstanding IT support exclusively to schools.

About the Role

We're seeking a part time Service Operations Manager, working 5 mornings a week, to lead a small support team and their daily operations. This role focuses on managing people, workflows, standards, and processes.

You'll directly oversee a small team of support engineers, ensuring they deliver consistently high-quality, efficient IT support. You'll set clear standards, proactively manage team performance, and ensure compliance requirements are rigorously met.

The role is 8:00 - 12:00 Monday to Friday.

Your Key Responsibilities

1. Managing Service & Workflow

Oversee a small team of support engineers and their helpdesk system, ensuring client tickets are quickly triaged, clearly assigned, and effectively progressed to meet agreed Service Level Agreements. Proactively drive staff activity and accountability, setting clear expectations and maintaining high standards of productivity, quality, and communication. Coordinate and direct team response to high-priority incidents, ensuring swift, efficient action and clear stakeholder communication. Work with senior leadership to actively identify areas for improvement, clearly addressing performance, and taking decisive action when needed. Consistently check in with team members to ensure tasks are progressing, customers are supported and be part of a quality assurance process that ensures work tasks are all assigned to an owner.

2. People & HR Management

Run daily short huddles to set team priorities, align workload, and quickly resolve operational challenges. Conduct regular one-to-ones to proactively address workloads, support individual wellbeing, and address any day-to-day requirements. Manage team scheduling, holiday requests, and absences, and maintain these items in the HR system. Ensure team members have equipment, tools and software they require and maintain an oversight of accurate and proper use of the company systems and tools. Be part of the company communication with client stakeholders ensuring to maintain strong customer relationships. Be an escalation point for customers and ensure high levels of customer service and standards across the team.

3. Compliance & Business Support

Ensure operational processes and team activities fully comply with company policies and statutory requirements (e.g., safeguarding checks, data protection/GDPR). Identify and implement practical process improvements to enhance the efficiency, quality, and effectiveness of service delivery. Support accurate administrative processes related to invoicing, contracts, and proposals, ensuring operational alignment with business and commercial goals.

Who We're Looking For

Confident & Authoritative Leader Highly Organised & Detail-Oriented People-Focused Communicator Exemplary Customer Service Process-Driven Mindset Compliance Aware IT Awareness & Helpdesk Experience Interest in the part time nature of the role

Ready to Apply?

If you're an organised and driven professional who thrives on ensuring high standards, supporting people, and delivering operational excellence, we'd love to hear from you.

This role is initially until December 2025 but with extension on review.

Job Type: Part-time

Pay: 18.00 per hour

Expected hours: 20 per week

Benefits:

Company pension On-site parking
Schedule:

Monday to Friday No weekends
Application question(s):

This is a part time role. Please confirm understanding and any hour requirements you wish to make us aware of.
Experience:

Leadership: 3 years (preferred)
Work Location: In person