IT Operations Administrator

Location: Glasgow City Centre

Schedule: Mon–Thurs 8:45am–5:00pm, Fri 8:45am–1:00pm

Contract: Full-Time, Permanent

Reports to: Head of Technology Change

Key relationships: All departments, external suppliers and support partners

Purpose The IT Operations Administrator owns the day-to-day support of all technology across the business. Keeping systems, devices and infrastructure stable, secure and available. The role is the first point of contact for staff technology issues and is accountable for keeping the estate maintained, licensed and documented. It is deliberately separated from project and change work so that operational service is protected as the business invests in new technology.

Scope of ownership

• Microsoft 365 tenant, identity and access management
• End user computing: device build, configuration, patching and lifecycle· Network, Wi-Fi and connectivity across all sites
• Telephony infrastructure and dialler platforms (MaxContact, Ringover)
• Zoho CRM administration: users, permissions and routine configuration
• Website hosting, domains, certificates and DNS· Backup, endpoint protection and day-to-day security controls
• Supplier and licence administration, including renewals

Key Responsibilities Service and support

• Act as the primary point of contact for all staff technology issues
• Triage, resolve and track incidents and requests to agreed response times
• Manage escalation to third-party suppliers through to resolution

Systems and infrastructure

• Keep all systems patched, backed up, monitored and secure
• Perform routine administration and minor configuration changes
• Manage onboarding and offboarding of staff across all systems
• Maintain an accurate asset register and system documentation

Commercial administration

• Track all licences, subscriptions and renewal dates, and provide renewal forecasts
• Process approved purchases and manage supplier accounts and service contracts

Working with change

• Receive new systems into service through a defined handover process
• Input operational and supportability requirements into project design
• Escalate any change that risks operational stability

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Essential Requirements Skills and experience

• Demonstrable experience administering Microsoft 365 in a business environment
• Strong end user computing and device management background
• Experience supporting a CRM platform and telephony or contact centre systems
• Confident, patient communicator able to support non-technical colleagues
• Organised and self-directed, comfortable managing competing requests

Desirable

• Zoho CRM administration, and dialler platforms in an outbound sales environment
• Relevant certification (Microsoft, CompTIA, networking or equivalent)
• Experience in a small or scaling business where the role is broad

BenefitsWe value flexibility, wellness, innovation, and integrity. We invest in people—not just performance.