IT Services & Support Manager

About Us

We are a team of passionate individuals from 15 countries developing the world’s first biosecurity platform built to combat critical pest threats to human health, food security and the environment.

With a deep commitment to trust, integrity and collaboration, Flyttr has become the trusted partner of governments, industries, philanthropies and communities seeking to make bold advancements on the biggest pest threats of our time. We work with urgency because lives and livelihoods depend on it. Successful candidates will find Flyttr to be an exhilarating place to do their best work and will find that every person at Flyttr plays a critical role in a dynamic, exciting, team-oriented culture.

Purpose of the Job

The IT Services & Support Manager is responsible for reliable, secure and effective day-to-day IT support for our UK team while coordinating the external IT services and suppliers that support colleagues across our international locations. This is a practical, hands-on role, combining first- and second-line support with responsibility for IT service providers, contracts, software licensing, assets and service levels.

You will be the first point of contact for many day-to-day UK IT needs, resolving issues directly where appropriate and working with specialist providers when needed. You will also help ensure our global IT support arrangements remain responsive, cost-effective and fit for a growing international organisation. You will own operational delivery and follow-through, undertaking administration within agreed permissions and coordinating specialist configuration, remediation and assurance with external IT providers.

A key activity will be providing hands-on support with coordination and oversight of joiner, mover and leaver processes, assets, licences and IT security compliance across international locations, working with local contacts and external providers.

Responsibilities

IT Support & Operations

• Hands-on IT support: Provide responsive first- and second-line support to UK-based colleagues, troubleshooting hardware, software, connectivity, access and user issues.
• Service-request ownership: Maintain visibility of IT requests and incidents, prioritise and assign actions, communicate progress and confirm resolution with users.
• Equipment & devices: Set up, configure and maintain laptops, peripherals and other end-user equipment, coordinating procurement, repairs, replacements and warranties as required.
• Joiners, movers & leavers: Manage IT onboarding, role changes and offboarding, including equipment, accounts, access permissions and licence allocation.
• Asset management: Maintain accurate records of IT equipment, ownership, allocation, condition, warranty and replacement requirements.
• Secure equipment retirement: Coordinate equipment recovery, secure wiping, redeployment and disposal, maintaining appropriate records and confirmation from service providers.
• User support: Provide practical guidance to colleagues on company systems, tools and good IT practices, supporting users with different levels of technical confidence.

Global IT Services, Contracts & Suppliers

Service provider management: Manage day-to-day relationships with external IT support providers and technology suppliers supporting our teams internationally.

Service levels: Monitor supplier performance against agreed SLAs and service commitments, follow up recurring issues and escalate poor performance where required.

Contracts: Coordinate IT contract renewals, changes and terminations, maintaining clear records of costs, key terms, renewal dates and supplier contacts.

Telephony: Manage and coordinate the company’s international telephony services, including mobile and business calling arrangements, supplier contracts, user provisioning, service issues and costs.

Procurement & value: Support supplier selection and procurement, compare proposals and challenge costs and service levels to help ensure appropriate capability and value for money.

Global coordination: Act as the internal coordination point where an IT issue spans multiple providers, locations or systems, ensuring ownership and effective resolution.

Licensing & Systems Administration

• Software licences: Manage software subscriptions and licences, including allocation, additions, renewals and removal of licences no longer required.
• Licence optimisation: Monitor licence utilisation and costs to reduce unnecessary spend while maintaining sufficient availability for users.
• Accounts & access: Administer user accounts, groups and access permissions for agreed business systems, working with specialist providers where required.
• Systems records: Maintain an accurate inventory of systems, subscriptions, licences, owners and service arrangements.
• Collaboration platforms: Coordinate the setup, access, external sharing and ongoing administration of SharePoint, OneDrive and Teams environments in line with business and information-security requirements.

Security, Resilience & Continuous Improvement

IT security: Support implementation of company IT security requirements and coordinate with specialist providers on updates, vulnerabilities, patching and security-related issues.

Endpoint enrolment and security coverage: Maintain oversight of device enrolment and security coverage, working with providers to ensure company devices meet agreed management, encryption, authentication and endpoint-protection requirements.

Security compliance: Coordinate ongoing compliance with company IT policies and applicable requirements, including Cyber Essentials and CMMC where relevant; maintain evidence, track gaps and follow remediation actions through to closure.

Access reviews: Support periodic user-access reviews and ensure access is amended or removed promptly when colleagues join, change roles or leave.

Cyber awareness: Promote good cyber-security and data-handling practices through practical user guidance and support.

Incident escalation: Escalate IT incidents, risks, recurring issues and potential security concerns through the appropriate internal and external channels.

Documentation & continuity: Maintain practical IT policies, procedures, support information and supplier documentation to support service continuity.

Continuous improvement: Identify recurring issues and opportunities to improve systems, processes and the colleague experience; support rollout of new tools, equipment and services.

IT changes and migrations: Coordinate agreed IT changes and migrations, including supplier activities, user communications, testing, cutover support and decommissioning of replaced services.

Application evaluation: Support evaluation of business applications, identifying opportunities for consolidation and assessing support, security, integration and ongoing cost implications.

Planning & reporting: Monitor support trends, assets, licences, supplier performance and expenditure, and plan ahead for equipment replacement, renewals and changing service requirements.

Budget support: Maintain the operational IT expenditure forecast, support annual budgeting and track commitments against approved budgets, escalating variances and approval requirements.

Skills, Experience, and Education Requirements

• Relevant experience: Demonstrable experience in IT support, IT services, systems administration or a similar hands-on role, with sufficient breadth to work independently on day-to-day issues.
• Microsoft environment: Good practical knowledge of Microsoft 365, Windows devices and common business applications; experience supporting mobile devices is helpful.
• IT service providers: Experience working with third-party IT support providers or managed service providers and confidence managing day-to-day supplier relationships.
• Contracts & SLAs: Experience monitoring supplier contracts, SLAs and service performance, with the confidence to challenge providers constructively when required.
• Systems administration: Experience administering software licences, user accounts, groups and access permissions.
• Technical capability: Good working knowledge of end-user hardware, networking and connectivity, with strong troubleshooting and problem-solving skills.
• Security awareness: Practical understanding of cyber-security, access management, patching and secure data-handling principles.
• Organisation & commercial awareness: Strong organisational skills with the discipline to maintain accurate asset, licence, contract and systems records, alongside the commercial judgement to review costs and renewals and manage a budget.
• Communication skills: A clear, approachable communicator able to explain technical issues practically to colleagues with different levels of technical confidence.
• Working ethos: Comfortable working independently in a broad, hands-on role, prioritising competing requirements and recognising when specialist expertise is required.

Behavioural Requirements

Commitment to, and passion for, the Flyttr mission and values.

Responsive to the needs of an international business working across different time zones, adapting working patterns in-line with business requirements.

Positive, humble, co-operative and professional always.

Works with urgency and solves things promptly.

Resilient and persistent in an innovative and constantly changing environment.

Proactive, resourceful, and comfortable building processes from scratch.

Values collaboration and works effectively with global colleagues.

Flyttr is an equal opportunity employer committed to building a diverse and inclusive workplace. We welcome applications from people of all backgrounds and experiences and do not discriminate on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.