Forsyth Barnes
Technology Support Manager (Ref: 197278)
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Technology Support Manager (Ref: 197278)
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About the Role
We are currently recruiting for a Technology Support Manager to join a leading organisation within the sports industry. This is an exciting opportunity to lead a high-performing Technology Support function, ensuring the delivery of a reliable, customer-focused service across a fast-paced, technology-driven environment.
You'll play a key role in leading Service Desk operations, driving service excellence, and continuously improving support processes that underpin both day-to-day business operations and major live events.
What you'll be doing:
- Leading and developing the Service Desk team, providing day-to-day leadership, coaching, and performance management
- Managing the daily operation of the Service Desk, ensuring tickets are prioritised, allocated, and resolved within agreed SLAs
- Overseeing Level 1 and Level 2 support, ensuring efficient triage, escalation, and resolution of technical issues
- Coordinating incident management activities, including major incidents, with clear communication to stakeholders throughout
- Driving adherence to ITIL service management processes across incident, problem, change, and knowledge management
- Producing service performance reports, monitoring KPIs, and identifying opportunities for continuous improvement
- Working closely with internal teams and third-party suppliers to ensure timely resolution of support requests
- Maintaining service documentation, hardware inventories, and operational processes to support an efficient service environment
- Supporting technology operations during live events and ensuring the team is fully prepared for business-critical activities
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What they're looking for:
- Experience leading a Service Desk or IT Support function within a fast-paced enterprise environment
- Proven people management experience, with the ability to coach, mentor, and develop high-performing support teams
- Strong understanding of ITIL service management principles and experience applying them in practice
- Experience using ITSM platforms to manage ticket workflows, prioritisation, and escalations
- Strong incident management experience with the ability to coordinate technical teams during major incidents
- Excellent stakeholder management and communication skills across technical and non-technical audiences
- Experience working with third-party suppliers to deliver high-quality support services
- Strong organisational skills with the ability to manage competing priorities while driving continuous service improvements
- Experience supporting Microsoft 365, endpoint management, or modern workplace technologies would be advantageous
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Why apply?
- Join a highly respected organisation operating at the forefront of the sports industry
- Lead a critical Technology Support function with real influence across the wider business
- Play a key role in driving service excellence and continuous improvement
- Work within a collaborative technology team supporting business-critical systems and live event operations
- Gain exposure to a broad range of technologies while helping shape the future of IT service delivery in a dynamic sporting environment
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