IT Support Manager

Job Type: Full-Time, Permanent

Salary: £45,000 – £55,000 per annum (depending on experience)

Department: Information Technology

Reporting To: Head of IT / Operations Director

We are seeking an experienced and proactive IT Support Manager to lead our IT support function and ensure the delivery of reliable, secure, and high-quality technical services across the organisation. This role combines hands‑on technical expertise with team leadership, service improvement, and strategic planning responsibilities.

The successful candidate will manage day‑to‑day IT support operations, oversee service delivery performance, and drive continuous improvement initiatives to enhance user experience and system reliability.

• Lead, mentor, and manage the IT Support team, including service desk analysts and support technicians
• Oversee daily IT support operations, ensuring timely resolution of incidents and service requests
• Implement and maintain ITIL‑based service management best practices
• Monitor service desk performance using KPIs and SLAs
• Act as escalation point for complex technical issues
• Manage IT infrastructure support including desktops, networks, servers, and business systems
• Coordinate system upgrades, maintenance schedules, and patch management
• Work closely with senior stakeholders to align IT services with business needs
• Manage relationships with third‑party vendors and service providers
• Ensure compliance with cybersecurity policies and data protection standards
• Develop documentation, procedures, and knowledge base resources
• Proven experience in an IT Support Manager, Service Desk Manager, or Senior IT Support role
• Strong technical background in Microsoft environments (Windows Server, Microsoft 365, Azure)
• Experience managing IT support teams in a fast‑paced environment
• Knowledge of networking fundamentals (LAN/WAN, VPN, firewalls)
• Experience with IT service management tools and ticketing systems
• Strong troubleshooting and problem‑solving abilities
• Excellent communication and stakeholder management skills
• Experience with cloud platforms and hybrid infrastructure
• Cybersecurity awareness and best practice knowledge

• Strong leadership and coaching skills
• Customer‑focused mindset
• Highly organised with excellent attention to detail
• Ability to prioritise workload and manage competing demands

• Competitive salary and annual performance review
• Hybrid working options
• Professional development and certification support
• 25 days annual leave plus bank holidays