It Operations Lead

Description:

The IT Operations Lead is responsible for the hands-on delivery, reliability, and security of Wifinity's IT services and infrastructure. This is a deeply technical, player-manager role leading a small team of three, with significant personal involvement in M365, Linux systems, Nutanix-hosted infrastructure, cloud platforms, monitoring, incident management, and automation. 

The role ensures that core IT platforms and services are robust, well‑monitored, and operationally sound, supporting both corporate users and operational teams. While leadership and structure are important, this role is fundamentally hands-on, requiring strong individual technical contribution alongside team leadership. 

Key areas of focus:

Service Desk & End‑User/Endpoint Support 

Own the end-to-end delivery of IT Service Desk services and act as a senior escalation point, frequently resolving issues hands-on. 
Ensure clear prioritisation, SLAs, escalation paths, and accurate documentation and drive pragmatic improvements to tooling, self-service, and knowledge base content. 
Endpoint device management including robust configuration of MDM, InTune and Conditional Access alignment to InfoSec policies 
Asset management and optimisation including M365 Defender 
IT Infrastructure - Physical (Nutanix Hosted, Hands On) 

Hands-on ownership of on premise infrastructure predominantly hosted on Nutanix. 
Strong personal responsibility for Linux-based virtual machines and services running on the Nutanix platform. 
Design, build, patch, harden, and troubleshoot Linux systems in production environments. 
Manage compute, storage, networking, backups, and platform resilience within Nutanix. 
Own capacity planning, lifecycle management, and platform upgrades in line with operational demand. 
Work directly with hardware, datacentre, and support partners where required, while retaining internal technical ownership. 
IT Infrastructure - Cloud 

Hands-on ownership of cloud infrastructure platforms (e.g. Azure / AWS). 
Operate cloud services using a Linux-first approach, aligned with on premise standards. 
Implement and maintain infrastructure as code, automation, and standardised builds. 
Own identity, access management and authentication, backups, disaster recovery, and cost optimisation and ensure M365 is optimal and fit for purpose.
IT Monitoring & Observability 

Own monitoring tools across infrastructure and services. 
Configure alerts, dashboards, and thresholds based on real operational needs. 
Use monitoring data to proactively identify issues and prevent outages and continuously improve visibility, reducing reactive incident load. 
IT Incident Management 

Lead and actively participate in major and complex incident response. 
Coordinate resolution across IT, Network Operations, and third parties. 
Own root cause analysis (RCA) and follow-through of corrective actions and ensure incidents are genuinely fixed, not just closed. 
Software & License Management 

Own software asset and license management across the estate. 
Maintain accurate inventories and ensure license compliance. 
Actively optimise spend through rationalisation and renewal reviews and work closely with Finance and Procurement on renewals and budgeting. 
Leadership & Ways of Working 

Lead a small team of 3 through direct involvement, mentoring, and coaching. 
Balance delivery discipline with pragmatism - fix problems properly, not cosmetically. 
Maintain high standards of documentation, runbooks, and operational hygiene. 
Collaborate closely with Business Systems, Network Operations, and Information Security. 
Execute against the IT operational plan, while remaining responsive to real-world issues. 
About you:
You will be highly technical with the ability to interface with the business. You will be joining a scale-up business that strives to keep its start-up values. You value being genuinely impactful at work and are able to be pragmatic when solving business issues. You are excellent at working with people and always strive to provide a customer driven approach. You are a 'Translator', you can take a complex business problem from a non-technical stakeholder and turn it into a clear, scalable technical solution. 

Your experience
Strong, demonstrable hands-on Linux experience in production environments. 
Strong, demonstrable experience of managing and optimising an M365 tenant, particularly within an E5 licence tier. 
Broad IT operations background across infrastructure, service desk, and incidents. 
Practical experience with cloud platforms, automation, and monitoring tools. 
Comfortable acting as both technical lead and individual contributor. 
Understanding of security, resilience, and operational risk. 
Calm, methodical, and comfortable operating in live, operational environments as well as experience leading a small team/Line Management 
It would be nice to also have... 

Experience in a Telco or service-provider environment is desirable but not essential. 
Experience of Nutanix, DNS, SharePoint, JIRA Service Desk as well as ITIL Foundation qualification, CompTIA Linux+ certification or similar.