Information Technology Support Manager

JR United Kingdom; Walsall; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading company in Walsall is seeking an Information Technology Support Manager to enhance customer-oriented solutions in manufacturing and utilities. The role requires a team player with leadership qualities, focusing on industrial automation and customer satisfaction. The ideal candidate will manage support functions and drive improvements while collaborating with sales. This hybrid role necessitates 3 days in the office.

Qualifications

• Leadership or team management experience required.
• Knowledge of configuring and supporting software and IT systems.

Responsibilities

• Own the support function, driving initiatives to maximize customer satisfaction.
• Manage and appraise Support Team members.
• Develop the case management system for efficient customer service.

Skills

Leadership

Team Management

Networking

Communication Technologies

Customer Service

Tools

Microsoft Windows

Office Suite

Azure

PowerShell

Python

VMWare

Hyper-V

Job description

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Information Technology Support Manager, Walsall

Client:

Location: Walsall, United Kingdom

Job Category: Other

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EU work permit required: Yes

Job Views:

3

Posted:

12.05.2025

Expiry Date:

26.06.2025

Job Description:

Job Overview

Our client, with whom we’re working exclusively, has an opportunity for a Support Contracts Manager who has a passion for engineering and a good knowledge of software systems, networks, and software development. The role involves supporting customer-oriented solutions within the manufacturing and utilities sectors. The ideal candidate is a team player with leadership qualities, capable of helping the company achieve growth and market penetration. The company is embracing the Industrial Internet of Things and is looking to expand its team across all areas of the business, focusing on industrial automation, monitoring, and analytical services.

Responsibilities and Duties

• Own the support function, driving initiatives and improvements to maximize customer satisfaction.
• Manage and appraise Support Team members.
• Identify training needs to meet support agreements.
• Manage and report on KPIs within customer SLAs.
• Prioritize, delegate, and escalate support issues as key decision-maker.
• Develop the case management system for efficient customer service.
• Collaborate with Sales to communicate support opportunities and contract renewals.
• Administer out-of-hours support rotas for adequate coverage.
• Travel to and work on customer sites as required.

Qualifications, Skills, Training & Experience

• Leadership or team management experience.
• Knowledge of configuring and supporting software and IT systems.
• Experience with Microsoft Windows (Desktop and Server) and Office suite.
• Understanding of networking and communication technologies.
• Knowledge of cloud platforms like Azure is advantageous.
• Understanding of data storage principles (e.g., SQL Server, Postgres, Historians).
• Familiarity with programming and scripting languages like PowerShell and Python.
• Experience with industrial systems and environments.
• Knowledge of web technologies and architectures.
• Experience with virtual architectures such as VMWare and Hyper-V.

This is a hybrid role requiring 3 days in the office.