IT Support Manager

TieTalent; Ipswich; On-site; GBP 60,000 - 80,000; Full time

Job description

About

We are currently recruiting on behalf of our client for an experienced IT Support Team Manager to join their dynamic team. This pivotal role involves overseeing and managing the IT helpdesk team and ensuring a high standard of service delivery across the organisation. The ideal candidate will bring strong leadership and technical expertise to the role, ensuring the team provides timely, effective, and professional IT support to all users.

In this role, you will be responsible for leading day-to-day support operations, managing internal IT projects, and handling escalations. You will guide the team to ensure adherence to best practices in troubleshooting, user support, and service delivery, all while working closely with other IT teams to improve processes and implement system upgrades. Excellent communication skills, strong leadership capabilities, and a deep understanding of IT support are essential.

Key Responsibilities

1. Lead and mentor the IT support team, ensuring the daily operations and escalations are handled effectively and efficiently.
2. Take ownership of internal IT projects, from planning to execution, ensuring projects meet high standards with comprehensive documentation and governance.
3. Work closely with a Managed Service Provider (MSP) and Group IT to ensure that the IT infrastructure supports the current needs of the UK business.
4. Oversee the IT service desk lifecycle, taking full ownership of systems, processes, and technical resolutions.
5. Drive improvements in customer service, ensuring that the team aligns with our ethos of delivering excellent support across the IT functions.
6. Use your broad technical knowledge to provide hands-on support and guidance to the team.
7. Collaborate with business stakeholders to contribute to continuous improvement strategies and ensure IT systems meet organizational needs.
8. Monitor IT service levels, develop internal procedures, and manage performance metrics to ensure high standards are maintained.
9. Oversee contract and license management for IT systems, software, and users.
10. Own and manage the Microsoft Office 365 environment, ensuring it is secure, backed up, and aligned with organizational needs.
11. Stay proactive in researching new technologies, providing recommendations on product selections, and ensuring that IT systems are up to date with industry standards.
12. Support the development of continuity plans and contribute to the broader IT strategy.

The ideal candidate will be a hands-on IT leader, capable of supporting a team while driving both technical and customer service excellence. With your expertise in infrastructure management and IT service delivery, you will play a crucial role in the continuous improvement and growth of the IT function.

If you are a proactive and experienced IT professional with a passion for leadership and a commitment to high-quality service delivery, we encourage you to apply today.

Nice-to-have skills

• Microsoft Office 365
• Troubleshooting

Work experience

• Systems Administrator
• IT Project Manager
• General Management

Languages

• English