IT Support Manager

Lead. Innovate. Elevate The Employee Experience.

Are you a passionate IT leader who thrives on solving complex challenges, building high-performing teams, and leveraging the latest technology to drive exceptional support experiences?

We're looking for an experienced IT Support Manager to lead our Group IT Support function and play a pivotal role in delivering world-class end-user support across the organisation. This is more than a traditional Service Desk leadership role. It's an opportunity to shape the future of IT support through AI, automation, analytics, proactive monitoring, and service excellence.

If you're a strategic thinker with strong operational expertise, a customer-first mindset, and a passion for continuous improvement, we'd love to hear from you.

What You'll Do

As our IT Support Manager, you'll lead a talented support team while ensuring our employees and business stakeholders receive responsive, reliable, and high-quality technology services.

You'll Be Responsible For

• Leading and developing a high-performing IT Support Team
• Driving service excellence through strong SLA performance and customer satisfaction
• Owning Incident, Major Incident, and Problem Management processes
• Using AI, automation, analytics, and intelligent monitoring to improve support outcomes
• Identifying recurring issues, driving root-cause analysis, and implementing lasting solutions
• Enhancing self-service, knowledge management, and support automation capabilities
• Acting as the senior escalation point during critical incidents and service disruptions
• Building strong relationships with business leaders, end users, technology teams, vendors, and service providers
• Driving continuous improvement initiatives that enhance employee experience and operational efficiency
• Ensuring support services remain secure, resilient, compliant, and aligned with business needs

What Makes This Role Exciting?

This Is An Opportunity To

• Shape the future of AI-enabled IT support
• Lead strategic service improvement initiatives
• Influence enterprise-wide support practices and standards
• Work with modern ITSM, monitoring, automation, and collaboration technologies
• Make a tangible impact on employee productivity and customer experience
• Mentor, coach, and grow an engaged support team