IT Service Support Manager | Up to £80,000
Working Pattern: 4–5 days onsite per week
New Opportunity – IT Service Support Manager!
I’m currently working with a well-established organisation that is looking for an experienced IT Service Support Manager to lead its IT Service Desk and Application Support functions.
This is a fantastic opportunity for someone who enjoys leading and developing teams, driving operational improvements and ensuring the delivery of high-quality IT services across a business.
The Role
Reporting into the Service Delivery Director, you’ll oversee the day-to-day operations of both the IT Service Desk and Application Support teams, ensuring business-critical systems and services remain reliable, efficient and well-supported.
Key responsibilities include:
- Leading, mentoring and developing IT Service Desk and Application Support teams.
- Overseeing 1st and 2nd line support operations, ensuring incidents and service requests are resolved effectively.
- Managing application support activities, escalations and third-party vendor relationships.
- Driving continuous improvement across IT support processes and service delivery.
- Monitoring KPIs, SLAs and overall service performance.
- Ensuring IT services align with ITIL best practices and ISO27001 requirements.
- Working closely with Infrastructure, Security and wider IT teams.
- Identifying opportunities for automation and process improvements.
What We’re Looking For
- Proven experience managing an IT Service Desk, IT Support or similar IT service function.
- Strong people management skills, with experience leading and developing technical teams.
- Good understanding of ITIL, incident management, problem management and service delivery.
- Experience overseeing both end-user support and business application support.
- Familiarity with ITSM tools such as ServiceNow.
- Understanding of Microsoft technologies, including Microsoft 365 and Active Directory.
- Knowledge of ISO27001 and IT security principles.
- Excellent stakeholder management and communication skills.
Experience working within a complex or enterprise IT environment would be advantageous.
Why Consider This Opportunity?
This is an excellent opportunity to take ownership of two key IT support functions, influence service delivery and play an important role in developing a high-performing team.
We’re looking for someone who combines strong technical support knowledge with a genuine passion for people leadership, service excellence and continuous improvement.
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