Global Resourcing
IT Support Manager
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IT Support Manager
Full-time permanent position, up to £64,000, onsite 5 days per week in London
We're currently supporting a not-for-profit organisation who are looking for an experienced IT Support Manager to lead its technology support service, ensuring users have reliable, accessible and well-supported technology across the organisation.
This is a hands-on service leadership role, with a focus on improving the user experience and moving the support function towards a more proactive, service-managed and user-centred model.
Key Responsibilities:
- Lead the IT service desk, acting as the senior escalation point for complex technology issues
- Oversee support for laptops, desktops, mobile devices, printers, Microsoft 365 and workplace applications
- Own the support model for workplace, meeting and events technology, including Teams Rooms and AV-enabled spaces
- Coordinate internal teams and suppliers to ensure meetings, events and hybrid working environments are well supported
- Manage device lifecycle, onboarding, offboarding and technology asset management
- Drive continual improvement through service reporting, user feedback, documentation and root-cause resolution
- Manage day-to-day technology supplier relationships, escalations, renewals and service performance
- Provide coaching and support to a Support Desk Analyst
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Key Requirements:
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- Experience managing or acting as a senior escalation point within an IT service desk or end-user technology support function
- Strong experience providing first and second-line support within a Microsoft environment, including Teams, SharePoint, OneDrive, Windows devices and account administration
- Experience with Microsoft Teams Rooms, Q-SYS, room booking systems, hybrid meeting spaces or integrated workplace AV environments
- Experience managing incidents, requests, escalations, service levels and continual improvement
- Experience supporting laptops, desktops, mobile devices, printers and workplace applications
- Strong customer service, communication and stakeholder management skills
- Public sector experience is preferred
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