Operations & Project Administrator - IT industry
VirtuHire · Remote
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.