Manager, IT Services

Job Overview

The IT Services Manager is responsible for leading and managing the IT support function to ensure the excellent delivery of technical services across the organisation. This role involves overseeing end-user support operations, managing a team of IT professionals, and ensuring that all support-related operations align with the company's strategic goals. The IT Services Manager will also be responsible for developing and implementing support processes and procedures, whilst ensuring the highest levels of service delivery and user satisfaction.

• Leadership & Management:
  • Lead, mentor, and manage a team of IT professionals.
  • Develop and implement IT support strategies and initiatives aligned with the organisation's business objectives.
  • Oversee the day-to-day operations of the global IT support function, ensuring efficient service delivery and minimal business disruption.
• Service Delivery Management:
  • Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) for the support function.
  • Implement and maintain ITIL-aligned processes for incident, problem, and change management.
  • Oversee the management of support tools, ticketing systems, and knowledge bases.
• Technical Operations:
  • Manage the deployment, configuration, and maintenance of end-user hardware and software.
  • Ensure the reliability and performance of user-facing IT systems and services.
  • Oversee workstation, mobile device, and application support operations.
• Security & Compliance:
  • Support the implementation of IT security policies and procedures to protect the company's data and systems.
  • Participate in security audits and risk assessments, implementing appropriate support measures.
• Service Improvement:
  • Plan and execute support service improvements, including system upgrades and new technology implementations.
  • Collaborate with other IT personnel and other Menlo teams to enhance service delivery and streamline technical operations.
  • Manage project timelines and resources to ensure successful delivery of support initiatives.
• Resource & Budget Management:
  • Manage relationships with IT vendors and service providers, ensuring value for money and quality service delivery.
  • Contribute to IT budget planning, particularly for support operations and tool licensing.
  • Evaluate and recommend new tools and technologies to improve IT capabilities.
• User Experience & Training:
  • Develop and maintain a customer-centric support culture focused on excellence in service delivery.
  • Develop and implement end-user training programmes to enhance digital literacy and reduce support incidents.
  • Establish feedback mechanisms to continuously improve service quality.

• Bachelor's degree in Information Technology, Computer Science, or relevant field. A Master's degree is advantageous.
• Minimum of 5 years' experience in IT support management, including team leadership roles.
• Strong knowledge of IT service management principles and ITIL framework.
• Experience with IT technology administration, including support tools and IT asset management.
• Proven project management experience, with the ability to lead multiple projects simultaneously.
• Excellent leadership, communication, and stakeholder management skills.
• Strong problem-solving abilities and experience in managing competing priorities.
• Relevant certifications (ITIL Foundation or greater, Security+, Comptia A+, Comptia Network+, and similar) are highly preferred.

• Full-time position with occasional out-of-hours support coverage (including OnCall) as required.
• Hybrid working arrangement.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

TO ALL AGENCIES:
Please, no phone calls or emails to any employee of Menlo Security outside of the Talent organization. Menlo Security’s policy is to only accept resumes from agencies via Ashby (ATS). Agencies must have a valid services agreement executed and must have been assigned by the Talent team to a specific requisition. Any resume submitted outside of this process will be deemed the sole property of Menlo Security.

In the event a candidate submitted outside of this policy is hired, no fee or payment will be paid.