<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 Crew

is a great British brand, and our success lies in our authentic passion for

producing 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>

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<p><span>Our people are at the heart of our company.&nbsp; With a passion for

exceptional service, and a love for our product, our team is dedicated to

offering 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 the

day-to-day delivery and performance of IT services across the business, with a

particular focus on Service Desk operations, incident management, and supplier

coordination. The&nbsp;</span>

IT Operations Manager&nbsp;<span>will bring structure, control and

visibility to service operations - improving workflow, embedding best practice,

and ensuring consistent service outcomes across retail and head office

environments.&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 the

workflow and workload of the Service Desk team to ensure effective

prioritisation and delivery.</span></li><li><span>Implement and

embed service management best practices across day-to-day operations.</span></li><li><span>Coordinate

service-related changes with the IT Director, including governance

through ManageEngine.</span></li></ul><p></p><p><span><b>Incident

Management<br></b><br></span></p><ul><li><span>Own and run

the Incident Management process, ensuring timely resolution and clear

communication.</span></li><li><span>Manage

escalations, acting as the central point of control for high-impact or

business-critical issues.</span></li></ul><p></p><p><span><b>Supplier

Management<br></b><br></span></p><ul><li><span>Work closely

with key suppliers (including PMC and Vizst) to ensure delivery against agreed

outcomes.</span></li><li><span>Act as the

coordination point between internal teams and third-party providers.</span></li></ul><p></p><p><span><b>Service

Onboarding<br></b><br></span></p><ul><li><span>Define and

agree processes for onboarding new services into support.</span></li><li><span>Ensure

services are operationally ready, with clear ownership, documentation, and

support models in place.</span></li></ul><p></p><p><span><b>MSP Transition<br></b><br></span></p><ul><li><span>Support the

onboarding of a Managed Service Provider, including preparation of services,

processes and documentation.</span></li><li><span>Coordinate

activities 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 and

communicate weekly Service Desk performance metrics.</span></li><li><span>Provide clear

business updates, including triage communications and service status

visibility.</span></li></ul><p><span><b>Retail Support</b></span></p><p></p><ul><li><span>Manage IT

support activities for new store openings, closures, and changes.</span></li><li><span>Ensure

consistent service delivery across the retail estate.</span></li></ul><p><span><b>Asset

Management</b></span></p><p></p><ul><li><span>Establish and

embed asset management practices ahead of MSP transition.</span></li><li><span>Ensure

visibility and control of IT assets across the organisation.</span></li></ul><p><span><b>Business

Relationship Management</b></span></p><p></p><ul><li><span>Engage with

business stakeholders to understand demand and priorities.</span></li><li><span>Perform impact

analysis to support decision-making and prioritisation of work.</span></li></ul><div>

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<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>