Williams Commerce is a digital agency, established for 15 years and part of the Next15 Communications group, a UK PLC with a global footprint across 50 offices in 15 countries. We help brands grow by redefining and accelerating the digital customer experience, creating rapid value and enabling future digital business.

Role overview

We're looking for an IT Operations Lead – Ecommerce to lead our Commerce Operations Team.

You'll manage a team of support agents serving multiple e-commerce brands, while also overseeing the setup, maintenance, and security of internal systems and servers (across both Windows and Linux environments).

This is a hands-on leadership role that combines people management, process optimisation, and technical system administration.

The role is based in Leicester, with 4 days a week in our Leicester office and 1 day working remotely within the UK.

You will report to the Managing Director.

As anIT Operations Lead – Ecommerce at Williams Commerce, you will:

Customer Support Operations

• Lead and manage a distributed team of e-commerce customer support agents.
• Define KPIs, monitor performance, and drive improvements in response/resolution times and customer satisfaction.
• Develop and maintain SOPs, training programmes, and quality assurance frameworks.
• Act as an escalation point for complex customer issues across all brands.

IT & Server Infrastructure

• Manage and maintain internal IT systems and tools across Windows and Linux servers.
• Ensure system availability, backup protocols, patching, and security policies are consistently enforced.
• Troubleshoot infrastructure and network issues, and work with vendors or internal teams as needed.
• Support user access, endpoint management, and authentication systems (e.g., Active Directory, SSH, VPNs, and SSO).
• Oversee IT onboarding/offboarding processes and access provisioning.

Technology & Tools

• Administer support platforms like Jira, Trello.
• Manage Office 365 and internal software requirements
• Collaborate with developers or DevOps teams to support backend processes or integrations with tools like Windows Subsystem for Linux, Git and Ansible.

Cross-Functional Collaboration

• Coordinate with operations, engineering, and client account teams to align tech support and CX goals.
• Represent support and IT in leadership meetings, contributing to business continuity and tech roadmap planning.
• Ensure compliance with data protection and cybersecurity best practices.

You will bring:

• 5+ years of experience in a combined customer support and IT management role.
• Deep knowledge of helpdesk operations, preferably in an e-commerce or agency setting.
• Experience managing Windows and Linux servers (file systems, firewalls, backups, and patching).
• Familiarity with scripting and automation (e.g., Bash, PowerShell, Python).
• Experience with networking concepts (DNS, VPN, firewalls, IP management).
• Excellent skills in team leadership and communication, especially in remote environments.
• Experience in structured problem-solving and effective workload management.

And in return, Williams Commerce offers:

• Unlimited Holiday
• Employee health care (after one year's service)
• Professional development: conferences, workshops, seminars, courses and webinars are all there for the taking.
• Healthcare and pension plans.
• Company equipment
• Discounted city parking
• Free healthy snacks

Why Us?

Williams Commerce recognises that managing diversity is a continuous process of improvement and not a one-off initiative. Therefore, we develop and review our diversity strategy on an annual basis to support the achievement of business goals, including ways of addressing the diverse needs of our clients

As a growing, global company, we focus on fairness and inclusion, ensuring that merit, competence, and potential are the basis for all decisions about recruitment, development and appraisals. Williams Commerce takes pride in keeping up to date with employment law and best practice when promoting equal opportunities and ensuring a diverse workforce