About this role
Job Title: IT Manager
Location: Team Valley, Gateshead, Tyne & Wear
Reports to: Chief Operations Officer
Direct Reports:
Cloud & Infrastructure Engineer
IT Support Engineer
Role Purpose
The IT Manager will act as the senior technical and operational lead for internal IT services, responsible for keeping the organisation running smoothly today while building an IT function that can scale with the business.
This is a hands-on leadership role. You will be the technical escalation point for internal IT issues, a mentor to junior team members, and the owner of internal systems, infrastructure, networks and IT service delivery.
With the organisation currently at ~95 employees and growing, the IT Manager will play a critical role in ensuring technology is secure, resilient, efficient and fit for scale.
Key Responsibilities
1. Internal IT Service Delivery
· Act as the senior escalation point for internal IT support tickets across hardware, software, cloud and network issues
· Support and guide the IT team in resolving first- and second-line issues efficiently and professionally
· Maintain high availability and performance of internal IT systems and end-user services
· Ensure consistent, high-quality support across the business
2. Infrastructure, Cloud & Network Ownership
· Own and manage the organisation’s cloud, internal IT infrastructure and network environment
· Oversee identity management, access control, device management and endpoint security
· Maintain and improve system reliability, backups, disaster recovery and business continuity
· Lead infrastructure improvements that support business growth and evolving needs
3. Team Leadership & Development
· Line-manage and mentor team member (currently x2), supporting their technical and professional development
· Provide clear guidance, coaching and knowledge-sharing across the IT team
· Help shape roles, responsibilities and ways of working within the internal IT function
· Foster a proactive, service-oriented IT culture.
4. IT Function & Operating Model Development
· Design and implement a scalable internal IT operating model appropriate for a growing organisation
· Define and document IT processes, standards, policies and ways of working
· Introduce structure around ticket management, prioritisation, escalation and reporting
· Ensure IT is aligned with business priorities and growth plans
5. Security, Risk & Compliance
· Own internal IT security posture and work to minimise operational and cyber risk
· Ensure appropriate controls around data protection, access management and system security
· Support compliance with relevant policies, standards and best practice
· Act as a trusted advisor to senior stakeholders on IT risk and resilience
6. Stakeholder Engagement
· Work closely with senior leaders to understand business needs and translate them into IT solution
· Act as a trusted internal partner, not just a technical support function
· Communicate clearly and effectively with both technical and non-technical stakeholders
Person Specification
Essential Experience & Skills
Technical
Strong, hands-on experience across
End-user IT support and service management
Cloud infrastructure (e.g. Microsoft Azure / AWS)
Networking (LAN/WAN, VPNs, firewalls, connectivity)
Identity and access management (e.g. Azure AD / Entra ID)
Proven experience operating as a senior or lead technical resource within an internal IT team
Solid understanding of IT security principles and best practice
Leadership & Delivery
Experience leading or mentoring junior IT staff
Comfortable balancing hands-on delivery with strategic thinking
Able to design and implement IT processes, standards and operating models
Strong problem-solving skills and calm decision-making under pressure
Business & Communication
Strong communication skills with the ability to explain technical issues clearly
Commercially aware, with an understanding of how IT supports business performance and growth
Organised, proactive and able to prioritise effectively in a fast-moving environment
Desirable Experience
Experience supporting organisations through periods of growth or scaling
Exposure to SaaS-heavy environments
Experience implementing ITSM tools, ticketing systems or service frameworks
Relevant certifications (e.g. Microsoft, AWS, networking or security certifications
What Success Looks Like in the Role
Internal IT issues are resolved efficiently, with minimal disruption to the business
The IT team feels supported, capable and well-led
Systems, infrastructure and networks are stable, secure and scalable
Clear IT processes and standards are in place
IT is viewed as a trusted, proactive partner by the wider organisation
Why Join?
Opportunity to own and shape an internal IT function
Hands-on technical role with real influence on business growth
Close working relationship with senior leadership
A role that blends leadership, technical depth and strategic impact