IT Manager

About This Role

This IT Manager role is vital for ensuring the secure, reliable, and efficient operation of Pikl's IT environment, supporting colleagues in Norwich, London, and those working from home. The position combines hands-on support, infrastructure oversight, and vendor management with accountability for delivering secure and well-governed systems. It focuses on high-quality delivery, operational discipline, and continuous improvement across IT and security, and plays a key part in enabling the safe adoption of AI tools across the business.

Responsibilities

• Act as the primary IT contact, providing responsive, high-quality support for end users
• Maintain the day-to-day operation of IT infrastructure including endpoints, networks, Wi-Fi, and core cloud systems
• Manage joiner and leaver processes from an IT perspective, ensuring consistent, secure provisioning and deprovisioning
• Own and maintain the IT asset register, including procurement, tracking, and lifecycle management
• Maintain office technology and audio-visual equipment to a high and reliable standard
• Deliver small-to-medium IT improvements and projects
• Act as the interface with the external IT provider, managing tickets, prioritisation, and service quality
• Maintain clear, structured documentation for systems, processes, and controls to support resilience and audit readiness
• Drive measurable improvements in system reliability, security posture, and user experience
• Manage supplier relationships to ensure value for money and reliable service
• Implement and operate security controls
• Administer core security tooling (endpoint protection, email security, identity and access management, patching)
• Support user access control, device compliance, and secure configuration standards
• Deliver day-to-day security activities including patching, monitoring, and basic incident triage
• Support and maintain backup and disaster recovery processes, ensuring data is protected and recoverable
• Support audits, supplier due diligence, and compliance activities (e.g., Cyber Essentials, ISO 27001)
• Promote good security practices across the business through practical guidance and user support
• Escalate risks, incidents, and control gaps clearly and promptly
• Support rollout and safe usage of approved AI tools ensuring controls are followed
• Enforce policies around data handling and access when using AI-enabled platforms
• Ensure devices, identity, and monitoring environments are configured to support safe AI adoption
• Provide practical guidance to colleagues on appropriate use of AI tools in their work
• Monitor system performance and proactively resolve issues before they escalate