IT Support Manager

• Lead, mentor, and manage the IT support team to ensure high levels of performance and engagement
• Develop training programs and growth opportunities for team members
• Conduct regular performance reviews and provide constructive feedback
• Oversee daily operations of the IT support desk, ensuring timely and efficient resolution of technical issues
• Establish, monitor, and improve service-level agreements (SLAs) to ensure high customer satisfaction
• Act as the escalation point for complex technical issues and coordinate resolutions with appropriate teams
• Develop and implement IT support policies, procedures, and documentation
• Identify and resolve recurring technical issues by analysing trends and implementing proactive measures
• Continuously improve support tools, workflows, and technologies to enhance efficiency
• Maintain a strong understanding of the organisation’s IT systems and infrastructure to provide hands-on support when needed
• Ensure systems and tools used by the IT support team are up to date and operational
• Work closely with other IT departments and stakeholders to ensure alignment with organisational goals
• Maintain responsibility for the Asset Register, ensuring it is kept up to date with all new starters and leavers
• Collaborate on IT projects, providing insights and resources for successful implementation
• Generate and analyse reports on support team performance, customer satisfaction, and ticket resolution metrics
• Control all asset management software ensuring that starters/leavers are amended in a timely manner
• Present insights and recommendations to the IT Director
• Manage on-call schedule to ensure round-the-clock support for critical incidents
• Serve as the escalation point during on-call periods, coordinating resources and actions to resolve urgent issues
• Build and deliver monthly board report contributions for the support remit

• Strong understanding of IT support processes, tools, and best practices
• Experience managing IT support teams in a fast-paced environment
• In-depth knowledge of hardware, software, networking, and operating systems
• Excellent problem-solving and analytical skills
• Strong leadership and people management capabilities
• Outstanding communication skills, both verbal and written
• Familiarity with ITIL or other IT service management frameworks is a plus
• Proficiency in using IT support ticketing systems and reporting tools

Familiarity with ITIL or other IT service management frameworks

• A collaborative and supportive work environment
• On site parking
• Opportunities for career development and training
• Competitive salary and benefits package
• Exposure to diverse and exciting IT challenges within a dynamic organisation