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. 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.