IT Support Manager

Overview

In this role you lead the charity’s technology support service, ensuring reliable, accessible tech across the organisation. You will guide a hands-on service desk, drive a proactive, user-centred support model, and collaborate with internal teams and suppliers to deliver smooth hybrid meetings and day-to-day IT operations. You’ll shape continual service improvement and mentor the Support Desk team, with a focus on improving user experience and incident resolution at scale.

Responsibilities

• Lead the IT service desk as the senior escalation point for complex issues
• Oversee support for laptops, desktops, mobile devices, printers, Microsoft 365 and workplace apps
• Own and optimise the support model for workplace, meeting and events tech including Teams Rooms and AV spaces
• Coordinate internal teams and suppliers to support meetings, events and hybrid work environments
• Manage device lifecycle, onboarding/offboarding and asset management
• Drive continual improvement via service reporting, user feedback, documentation and root-cause analysis
• Manage day-to-day supplier relationships, escalations, renewals and service performance
• Provide coaching and support to a Support Desk Analyst

Key requirements

• Experience as a senior escalation point or manager within an IT service desk or end-user tech support
• Strong second-line and first-line support experience in a Microsoft environment (Teams, SharePoint, OneDrive, Windows devices, account administration)
• Experience with Microsoft Teams Rooms, Q-SYS, room booking systems, hybrid meeting spaces or integrated workplace AV
• Experience managing incidents, requests, escalations, SLAs and continual improvement
• Experience supporting laptops, desktops, mobile devices, printers and workplace apps
• Strong customer service, communication and stakeholder management
• Charity or public sector experience is preferred

• Customer-focused service mindset
• Strong communication and stakeholder management
• Problem-solving and analytical thinking
• Microsoft 365
• Teams
• SharePoint

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