SmartSearch's distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider.
SmartSearch has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work.
Reporting directly to the Director of Infrastructure and Security, the IT Manager will be responsible for leading the Service Desk and Infrastructure teams to deliver reliable, secure and high-quality IT services across the business.
The successful candidate will be expected to take ownership of day-to-day IT operations, ensure effective incident, request and problem management, maintain stable and resilient infrastructure, and drive continuous improvement across people, processes, systems and service delivery.
Please note: This role is open across our Ilkley and Cardiff offices, we are also open to candidates based between the two sites.
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Lead, manage and develop the Service Desk and Infrastructure teams, ensuring clear priorities, effective ways of working and high standards of delivery.
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Own the overall delivery and performance of IT operational services, ensuring they support the needs of users and the wider business.
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Ensure incidents, requests, escalations and problems are managed effectively, with appropriate prioritisation, communication and follow-up.
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Act as the escalation point for major incidents and service-impacting issues, ensuring timely resolution and lessons learned activity.
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Oversee the maintenance, availability, security and resilience of infrastructure, systems, cloud services, networks, endpoints and back-end platforms.
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Monitor and report on service performance, including ticket trends, SLAs, recurring issues, infrastructure health, risks and improvement actions.
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Drive continuous improvement across IT operations, including process maturity, automation, knowledge management, documentation and operational standards.
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Work closely with Information Security, Engineering, Product and business stakeholders to ensure IT services are secure, compliant and aligned to business priorities.
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Support business continuity, disaster recovery, change management and operational readiness activities across IT services.
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Manage relevant suppliers, support partners and technology vendors, ensuring performance, value and service expectations are met.
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Strong leadership skills, with the ability to manage, motivate and develop technical teams.
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Service-focused mindset with a clear commitment to delivering a positive user experience.
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Ability to prioritise competing operational demands while maintaining service quality and control.
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Strong communication and stakeholder management skills, including the ability to explain technical matters clearly.
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Practical problem-solving skills and the ability to manage incidents, escalations and service risks calmly and effectively.
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Continuous improvement mindset, with the ability to strengthen processes, documentation, reporting and ways of working.
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Good understanding of security, compliance, audit and operational resilience requirements within IT operations.
Industry standard experience
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Experience managing Service Desk and Infrastructure teams within a business-critical IT environment.
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Experience with IT service management practices, including incident, request, escalation, problem and change management.
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Experience monitoring service performance, SLAs, user satisfaction, operational reporting and service improvement plans.
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Experience supporting infrastructure operations across systems, cloud services, networks, endpoints, backup and disaster recovery.
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Experience working with security teams to support vulnerability management, access control, patching, compliance and audit requirements.
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Experience managing technology suppliers, support partners, licences and vendor performance.
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Experience supporting onboarding, offboarding, device management and access management processes.
Beneficial qualifications & certifications (not essential)
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ITIL Foundation or equivalent IT service management qualification.
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Microsoft, Azure, networking, infrastructure or endpoint management certifications.
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Relevant cyber security, cloud security, business continuity or operational resilience certifications.
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People management, leadership or coaching qualification.
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We are a multi-award winning Tech company with an aspirational mentality
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Some of our most recent recognitions include: named in the renowned RegTech100 list for 2025, listed in the Top 100 Fasted Growing Tech Companies by Northern Tech Awards 2024 as well as being named Technology Provider of the Year by Corporate Finance Awards 2024
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We have been Great Place To Work Certified since 2022
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There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support
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We are a diverse and inclusive team committed to promoting Diversity & Inclusion and Social Responsibility. Through our DE&I group, charitable initiatives and support for local schools, we actively foster a positive Impact on our community
Our comprehensive benefit package includes:
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25 days holiday rising to 30 with each year of service
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Private Medical Insurance covering dental and optical
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Company pension scheme
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Life Assurance - 4x your annual salary
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1 day paid volunteering per year
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Enhanced maternity / paternity offerings
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Employee Assistance Programme
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Cycle to work scheme
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On site gym
