Role Purpose
In this role, you will be a senior member of the IT Operations team, providing advanced technical support and acting as the escalation point for complex issues across a hybrid working environment. You will be responsible for delivering high-quality, professional support to end users, ensuring systems and devices remain reliable, secure and well managed. You will also be expected to take a proactive and forward-thinking approach, identifying opportunities to improve efficiency, enhance automation, and modernise processes. This role requires someone who can look beyond immediate issues and contribute ideas that help evolve and strengthen the organisation's technology landscape. You will oversee device enrolment and configuration using modern MDM tools, administer Microsoft 365 services, and maintain strong operational practices. Alongside your technical responsibilities, you will mentor and guide junior team members, supporting their development through coaching, shadowing and knowledge sharing. Additionally, you will play an active role in driving process improvements, championing best‑practice adoption, and supporting small projects and operational enhancements that contribute to the ongoing maturity of the IT Operations function.
Huddersfield
Hybrid 2/3 days on site
£30,000 - £40,000
Key Responsibilities
Senior Support & Escalation
* Lead end‑to‑end escalations, coordinating with internal teams and external suppliers to ensure timely resolution.
* Act as the senior point of contact for complex technical issues, taking ownership from triage through to closure.
* Mentor junior technicians through coaching, shadowing and feedback.
* Support users across multi‑site or hybrid environments, adapting to varying priorities and user confidence levels.
* Maintain high‑quality case handling through clear documentation, accurate ticket notes, and contributions to knowledge bases.
* Balance BAU support, planned work, and small project tasks while maintaining strong service standards.
Technical Operations & Platform Support
* Administer Microsoft 365 services including identity, collaboration, endpoint management, and security tooling.
* Manage device enrolment, configuration, compliance policies and troubleshooting via modern endpoint management platforms.
* Support network operations including switching, wireless, and core networking fundamentals.
* Provide senior troubleshooting across Windows, macOS and mobile platforms.
* Support core server environments in a day‑to‑day operational capacity.
* Assist with project delivery, rollouts, and continuous improvement initiatives.
Service Excellence & Documentation
* Maintain disciplined incident handling with clear case notes and record keeping.
* Produce and maintain SOPs, technical documentation and process improvements.
* Ensure consistent service delivery aligned with structured IT service practices.
* Contribute to improving resolution times, reducing backlogs, and enhancing user experience.
Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy.
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