Division: Central Services
Team: IT
Location: Cannock, with travel to other Newlife sites as required
Role Purpose
The IT Manager is responsible for the effective delivery and management of IT services across Newlife’s offices, warehouses, and retail stores. This includes managing the IT support team, leading infrastructure and process improvement projects, and ensuring robust and efficient service delivery that supports the charity's operations and growth.
Key Responsibilities
Leadership & Team Management
1. Lead, develop, and motivate the IT team to ensure it is appropriately skilled and resourced to meet the charity’s needs.
2. Conduct regular one-to-ones and annual performance reviews, setting clear objectives and supporting professional development through agreed learning paths.
3. Prioritise and manage the IT team’s workload, encouraging team autonomy and reducing reliance on management oversight over time.
4. Identify and address performance gaps through regular monitoring and mentoring.
IT Service Management
5. Own and manage the IT Helpdesk function, ensuring efficient day-to-day operations and adherence to SLA targets.
6. Lead on escalated issues (including 3rd-line support), troubleshooting and resolving them effectively.
7. Take ownership of Newlife’s IT Service Management (ITSM) framework, including onboarding new services, managing service SLAs, and improving existing ITSM processes.
8. Monitor performance of SaaS and internal systems, collaborating with the Head of IT on continuous improvement initiatives.
9. Apply ITIL principles to improve service quality and delivery. (ITIL certification preferred but not essential.)
Project Delivery & Infrastructure
10. Lead infrastructure and IT process improvement projects aligned with business goals.
11. Develop a strong understanding of Newlife’s IT architecture and the systems that support both back-office and retail operations.
12. Deliver technically robust solutions with an emphasis on security, scalability, and performance.
13. Build and maintain strong relationships with internal stakeholders across departments.
Requirements
Qualifications & Training
14. Degree in an IT-related discipline or equivalent work experience.
Experience
15. Minimum 5 years in a senior IT role, ideally within a retail or infrastructure-focused environment.
16. Minimum 2 years of experience in a management or team leadership capacity.
17. Strong experience in delivering IT support in busy, multi-site environments.
18. Demonstrable experience with ITIL principles.
19. Solid knowledge of cybersecurity practices and protocols.
20. Experience with cloud platforms (Microsoft Azure, AWS, or Oracle) is essential.
21. Experience in the charity or retail sectors is highly desirable.
Technical Expertise
The role suits a “player-manager” with hands-on experience in one or more of the following areas:
22. Integration and middleware
23. Solution architecture
24. Retail or charity-specific IT systems
25. Supply chain or ERP solutions
26. SQL databases
27. Networking technologies (e.g. TCP/IP, DNS, DHCP, VPNs, switches, routers)
28. Windows, Linux, and mobile operating systems
Skills
29. Strong technical capability across networking, infrastructure, and Azure cloud environments.
30. Logical and pragmatic approach to troubleshooting and incident resolution.
31. Able to manage competing priorities in a dynamic environment while maintaining a customer-first mindset.
32. Ability to effectively delegate, coach, and mentor team members.
33. Strong organisational and problem-solving skills.
Attributes
34. Confident and proactive
35. Highly organised and methodical
36. Clear communicator with the ability to explain complex technical concepts to non-technical audiences
37. Excellent written and verbal communication skills
38. Holds a full driving licence and is willing to travel to other Newlife sites
As one of the UK’s leading charities providing essential specialist equipment to children with disabilities, Newlife is dedicated to making life better - for the families we serve, and for the people who help us to make that happen.
Through grants and emergency equipment loans, we ensure children get the vital equipment they need, when they need it, while our free nurse helpline offers crucial support and information – as well as a listening ear. Our campaigns help to give children with disabilities and their families a voice, advocating for change to benefit the families we serve. And we support adults with additional needs with volunteering and employment opportunities, providing an introduction to the workplace and a means for career development.
Across the whole of Newlife, our teams are crucial to our success – it’s not just a job; here you’ll be helping us to change lives every day.