Technical Operations Manager

About Screen Share

Screen Share is the UK’s leading refugee digital inclusion charity. Our mission is to ensure every refugee in the UK has access to a connected digital device and the skills to use it to achieve their goals.

Digital inclusion significantly improves education, employment, language acquisition and wellbeing outcomes. It enables access to healthcare, legal advice and vital information. It fosters agency and independence, allowing refugees to rebuild their futures on their own terms.

We provide laptops, smartphones and internet connectivity, alongside digital skills training, laptop repair training and IT repair services for those seeking sanctuary.

Our award-winning Digital Access programme transforms disused IT assets into life-changing tools — bridging the digital divide while contributing to the circular economy.

Technical Operations sit at the heart of our mission. The devices we refurbish are not simply hardware; they are lifelines. The secure collection, sanitisation and redistribution of IT assets underpins both our impact and our organisational growth.

Our 2026–2030 strategy commits us to scaling our impact to reach 5,000 people annually, deepening lived-experience leadership, and building resilient technical and organisational infrastructure to sustain long-term national impact. We are adjacent to a number of IT markets and are commercialising sensibly to secure our charitable impact.

About the role

The Technical Operations Manager role is a new role within the organisation. It is perfect for a hands-on technical leader who will be responsible for delivering and expanding Screen Share’s technical functions and processes.

This includes semi-industrial-scale device refurbishment and repair (primarily laptops, alongside phones and tablets where possible), managing the part-time Technical Operations Assistant and coordinating our team of technical volunteers, delivering our refugee-facing technical training workshops, and overseeing our IT Asset collection and data sanitisation service for corporate donors.

This role requires someone who is equally comfortable at the workbench and in operational leadership - a practical and creative problem-solver who can design systems, lead people with empathy, and think commercially about sustainable growth.

The role is available part-time or full time (0.6 - 1.0 FTE)

The postholder will:

• Personally deliver L2 laptop diagnostics and repairs
• Lead and professionalise our refurbishment and IT Asset operations, including managing our growing technical team of junior staff and volunteers.
• Deliver inclusive technical training workshops that support participants’ journey into technical employment, and facilitate opportunities for those with lived experience to contribute and take responsibility. 
• Hold responsibility for organisational IT systems, cyber security and technical compliance.
• Build operational foundations for future earned-income services, including IT Asset Disposal and repair-as-a-service.
• Bring a commercial and strategic mindset, identifying opportunities to grow revenue while advancing our social mission.
• Develop the systems, skills and partnerships required to build L3 board-level repair capability over time (we do not expect candidates to already perform advanced board repair independently).

The role is perfect for someone who understands Device Repair and IT Asset Disposal, and who is able to work sensitively with vulnerable adults.

Key Responsibilities

Device Refurbishment and Repair

• Lead the end-to-end refurbishment and repair pipeline for laptops, phones and tablets, ensuring consistent preparation of high-quality devices for donation and resale
• Provide hands-on L2 laptop diagnostics and repairs as a core part of the role.
• Help develop Screen Share’s L3 repair capability through training pathways, partnerships, tooling decisions and future team development.
• Oversee our refurbishment operations, technical standards, health and safety procedures, and quality assurance.
• Design, document and continuously improve SOPs covering triage, repair, imaging, provisioning and distribution.
• Provide support to staff in their collection, refurbishment, redistribution and resale of IT Assets

IT Asset Disposal (ITAD) Management and Development

• Support and oversee Screen Share’s device donation pipeline, ensuring smooth collection, triage, data sanitisation, refurbishment and redistribution.
• Oversee secure, compliant data destruction and certification using accredited tools.
• Develop operational capacity, SLAs and compliance frameworks to support entry into the wider ITAD market.
• Work cross-functionally to position Screen Share as a secure and effective way for corporate partners to create social value.
• Manage the relationship with our existing ITAD partners and lead on building new ITAD partnerships, to ensure we are effectively collaborating within the sector and maximising the social value of donated IT assets, predominantly through exchanging devices unsuitable for our clients for appropriate stock, aligning our ESG and social value propositions and leveraging shared technical capacity to deliver our charitable impact 
• Contribute to building our ITAD function into a sustainable trading income stream within our circular reinvestment model.

Refugee Repair Training

• Lead, design and deliver hands-on technical training workshops, ensuring sessions are structured, accessible and supportive of refugees’ journey into technical employment
• Create a refurbishment pipeline culture that is trauma-informed, culturally sensitive and psychologically safe.
• Adapt teaching approaches to support learners with varied educational backgrounds, language confidence and prior technical exposure.
• Encourage active participation and shared ownership of our refurbishment process, supporting volunteers and participants to build confidence and progress into greater responsibility where appropriate.
• Embed Monitoring, Evaluation and Learning (MEAL) into the programme to track outcomes and strengthen impact.
• Develop accreditation pathways and progression routes into volunteering, employment or further study.
• Maintain a safe, supportive and inclusive environment where all learners feel welcomed and respected.

Organisational IT & Cyber Security

• Oversee Screen Share’s internal IT environment, including hardware, systems, digital tools and user support.
• Develop and maintain cyber security practices, risk registers and incident response procedures.
• Support progress toward recognised cyber security accreditations.
• Ensure GDPR compliance and secure handling of sensitive data across the organisation.

Developing our Repair-as-a-Service Product

• Lead the design and launch of Screen Share’s future repair service, which will provide free repairs for refugees to reduce digital poverty, offer repairs to the paying public and support refugees into work
• Build workflows, pricing models, safety processes and customer experience standards.
• Introduce operational discipline suitable for a public-facing technical service.
• Manage repair requests delivered by staff and volunteers once operational.

People Leadership, Safeguarding & Volunteer Management

• Line-manage the Technical Operations Assistant and lead a diverse volunteer team with empathy and accountability.
• Foster an environment where volunteers — particularly those who are vulnerable adults — are supported to contribute, develop skills and take on leadership opportunities where appropriate.
• Recruit, onboard and supervise volunteers using safer recruitment practices.
• Maintain strong awareness of safeguarding principles and organisational responsibilities.
• Ensure workshops are delivered in line with Screen Share’s safeguarding policy and professional boundaries.
• Recognise and escalate safeguarding concerns promptly in accordance with organisational procedures (this role is not the safeguarding lead).
• Embed reflective practice, feedback loops and continuous improvement into technical operations.

Person Specification

Essential

• Proven L2 laptop repair capability, including diagnostics, component replacement and refurbishment workflows.
• Experience leading or coordinating technical operations in a workshop, repair or IT environment.
• Strong understanding of IT Asset refurbishment, data sanitisation and secure device handling.
• Commercial awareness and creativity, with the ability to balance social impact and financial sustainability.
• Experience managing staff or volunteers with sound judgement and emotional intelligence.
• Confidence leading structured, in-person training workshops.
• Ability to create inclusive learning environments that support participant growth.
• Strong safeguarding awareness and judgement, with the ability to follow organisational procedures and escalate concerns appropriately.
• A proactive, builder mindset — comfortable creating structure and managing dynamism in a growing organisation.
• Alignment with Screen Share’s mission and values.

Desirable

• Direct experience with ITAD services, circular economy models or social enterprise activity.
• Experience delivering structured technical training programmes.
• L3 board-level repair skills or experience helping build advanced repair capability.
• Experience working with refugees or vulnerable adults.
• Demonstrated ability to design and implement operational processes and SOPs.
• Experience overseeing organisational IT systems or cybersecurity frameworks.
• Familiarity with developing traded services or income-generating operational models.

What Success Looks Like

Within the first 12–18 months, you will have:

• Stabilised and professionalised the refurbishment pipeline, working closely with our team of Technical volunteers and the Technical Operations Assistant
• Established clear technical standards and repeatable processes.
• Strengthened volunteer capability and engagement.
• Delivered high-quality training workshops that support meaningful participant progression.
• Built the operational foundations for repair and ITAD income streams.
• Created a roadmap toward L3 capability aligned with organisational scale and our vision for affordable repair-as-a-service

Why This Role Matters

This role directly enables thousands of people to access the digital tools essential for modern life. You will shape the technical engine of a growing charity while helping build pathways into skills and employment for people rebuilding their lives.

It also supports our gradual and sustainable commercialisation, to ensure we are less reliant on charity fundraising and can operate as a responsible, social business. It is a great opportunity to combine technical leadership, social impact and entrepreneurial thinking in a mission-driven environment.

If you have any questions or would like to discuss the role, please reach out to [email removed - click apply for more details] and we can schedule a call. Thanks so much for your interest in our mission.