Operations & Project Administrator - IT industry

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.