About the role
Our client in the UK is looking for an Operations & Project Administrator to help them move the needle internally as they grow and mature as a technology services business.
This role is responsible for keeping the engine running: progressing internal projects, ensuring tickets always have a next step, managing escalations, improving how they work, and making sure nothing stalls.
You won’t be expected to be a technical engineer,but you will need to understand how an MSP works, how ticket systems operate, and how projects and support flow through a tech business. This is an outcome‑driven role, focused on momentum, clarity, and continuous improvement.
Key Responsibilities
Internal Operations & Delivery
- Own and progress internal projects that improve how we operate as a business. - Act as an extension of the Project Manager / Operations function. - Ensure work streams always have a clear next action, owner, and timeline. - Identify blockers early and drive resolution.
Ticket & Workflow Management
- Oversee ticket queues and ensure tickets are actively progressing. - Chase updates, escalate where required, and prevent stagnation. - Ensure priority issues and uptime-related escalations are handled promptly. - Maintain clarity between support work, project work, and internal initiatives.
Process & Continuous Improvement
- Identify inefficiencies in systems, workflows, and ways of working. - Recommend and help implement improvements, automation, or simplification. - Support documentation of processes so work is repeatable and scalable. - Ask “how could this be done better, slicker or more efficiently?”.
Stakeholder Coordination
- Coordinate between technical staff, project managers, and leadership. - Support communication around status, risks, and progress. - Help bring structure and follow-through to internal initiatives.
Requirements
Essential
- Experience working in an MSP, IT services company, or similar tech environment. - Strong understanding of how ticket systems, projects, and support teams operate. - Highly organised with excellent follow‑through. - Naturally proactive — sees what needs doing and gets on with it. - Comfortable managing multiple moving parts. - Outcome‑focused: cares more about progress than activity.
Desirable
- Experience with tools such as PSA/ticketing systems (e.g. Autotask, Halo, ServiceNow, Zendesk, Jira, Monday, etc.). - Exposure to internal improvement projects or operational roles. - Interest in automation, process optimisation, or systems thinking.
What This Role Is Not
- Not a technical engineer role. - Not purely admin or note‑taking. - Not reactive order‑taking.
This is a delivery and momentum role — someone who keeps things moving and improves the way the business runs.
Why This Role Matters
As we scale, internal friction becomes the biggest risk. This role exists to:
- Protect delivery quality. - Keep standards high. - Reduce noise and inefficiency. - Help the leadership team focus on growth. - You’ll have genuine impact on how the business operates day‑to‑day.
Ideal Personality Fit
- Driver over a passenger. - Self-starter and highly motivated. - Calm, structured, and dependable. - Comfortable challenging “how we’ve always done it”. - Enjoys bringing order to complexity. - Takes pride in finishing things properly.
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