IT Manager, Newcastle upon Tyne NE1

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

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