<div class="title-gr">Description</div><div class="space-s"></div><!----><div class="bio-details" automation="jobPublicDescription" ng-if="data.job.accessmode !== 'PRIVATE'"><div><b>IT Operations Manager - Service Support Desk<br>Kingston-Upon-Thames (4 days in office, 1 day from home)<br>Full time - 37.5 hours</b><br><br><p><span>Crew Clothing Company was founded in Salcombe in 1993.&nbsp; Today Crewis a great British brand, and our success lies in our authentic passion forproducing great looking, well-made clothes.&nbsp; We now have more than 130 stores&nbsp;and a thriving website, and the business continues to grow.</span></p><p><span>Our people are at the heart of our company.&nbsp; With a passion forexceptional service, and a love for our product, our team is dedicated tooffering the best customer experience – nothing is too much trouble.<br><br></span><span><b>Purpose of the role:</b><br>Reporting to the IT Director, this role is responsible for theday-to-day delivery and performance of IT services across the business, with aparticular focus on Service Desk operations, incident management, and suppliercoordination. The&nbsp;</span>IT Operations Manager&nbsp;<span>will bring structure, control andvisibility to service operations - improving workflow, embedding best practice,and ensuring consistent service outcomes across retail and head officeenvironments.&nbsp;<br><br><b>Key Responsibilities:</b><br></span></p><p><span><b>Team &amp;Service Desk Management<br></b><br></span></p><ul><li><span>Manage theworkflow and workload of the Service Desk team to ensure effectiveprioritisation and delivery.</span></li><li><span>Implement andembed service management best practices across day-to-day operations.</span></li><li><span>Coordinateservice-related changes with the IT Director, including governancethrough ManageEngine.</span></li></ul><p></p><p><span><b>IncidentManagement<br></b><br></span></p><ul><li><span>Own and runthe Incident Management process, ensuring timely resolution and clearcommunication.</span></li><li><span>Manageescalations, acting as the central point of control for high-impact orbusiness-critical issues.</span></li></ul><p></p><p><span><b>SupplierManagement<br></b><br></span></p><ul><li><span>Work closelywith key suppliers (including PMC and Vizst) to ensure delivery against agreedoutcomes.</span></li><li><span>Act as thecoordination point between internal teams and third-party providers.</span></li></ul><p></p><p><span><b>ServiceOnboarding<br></b><br></span></p><ul><li><span>Define andagree processes for onboarding new services into support.</span></li><li><span>Ensureservices are operationally ready, with clear ownership, documentation, andsupport models in place.</span></li></ul><p></p><p><span><b>MSP Transition<br></b><br></span></p><ul><li><span>Support theonboarding of a Managed Service Provider, including preparation of services,processes and documentation.</span></li><li><span>Coordinateactivities required for a smooth transition of support responsibilities.</span></li></ul><p></p><p><span><b>Reporting&amp; Communication</b></span></p><p></p><ul><li><span>Produce andcommunicate weekly Service Desk performance metrics.</span></li><li><span>Provide clearbusiness updates, including triage communications and service statusvisibility.</span></li></ul><p><span><b>Retail Support</b></span></p><p></p><ul><li><span>Manage ITsupport activities for new store openings, closures, and changes.</span></li><li><span>Ensureconsistent service delivery across the retail estate.</span></li></ul><p><span><b>AssetManagement</b></span></p><p></p><ul><li><span>Establish andembed asset management practices ahead of MSP transition.</span></li><li><span>Ensurevisibility and control of IT assets across the organisation.</span></li></ul><p><span><b>BusinessRelationship Management</b></span></p><p></p><ul><li><span>Engage withbusiness stakeholders to understand demand and priorities.</span></li><li><span>Perform impactanalysis to support decision-making and prioritisation of work.</span></li></ul><div><p><b>Key Skills &amp; Experience:</b></p><ul> <li>Strong experience in IT Service Delivery or Service Operations roles.</li> <li>Proven ability to manage Service Desk teams and operational workflows.</li> <li>Hands-on experience of Incident Management and escalation handling.</li> <li>Experience working with third-party suppliers and service providers.</li> <li>Ability to define, implement and embed service management processes.</li> <li>Strong stakeholder management and communication skills.</li> <li>Experience producing service performance reporting and insights.</li> <li>Practical experience with ITSM tools (e.g. ManageEngine, ServiceNow, Jira).</li> <li>Experience supporting retail or multi-site environments is advantageous.</li> <li>Experience preparing for or working with outsourced / MSP models is beneficial.</li></ul><p><br></p></div><br><br></div></div><!----><!----><!----><!----><div ng-if="jobDetails.disclaimers['JOBPOST'].content" class="background-check-disclosure-text d-flex align-items-center col-xl-6 col-lg-8 col-md-11 col-sm-12"><div ng-bind-html="jobDetails.disclaimers['JOBPOST'].content | trusted"><p>Harri <a href="https://harri.com/privacy#:~:text=We%20do%20not%20collect%20any,location%2C%20qualification%2C%20dates)." rel="noopener noreferrer" target="blank">Privacy Policy</a>, Crew Clothing <a href="https://www.crewclothing.co.uk/about-crew/privacy-and-security/" rel="noopener noreferrer" target="blank">Privacy Policy</a>, Saltrock <a href="https://www.saltrock.com/pages/privacy-policy" rel="noopener noreferrer" target="blank">Privacy Policy</a></p></div></div><!---->