Global IT Support Leader – EMEA & APAC

Innospec Inc.; Ellesmere Port; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Up to 10% employee pension

Private medical insurance

25 days annual leave (28 after years)

Job summary

Innospec is seeking an experienced IT Support Manager to lead the EMEA & AsPac Service Desk and Deskside teams from Ellesmere Port. You will drive service performance, coach staff and align IT support with business goals in a multi-site, regional structure.

You’ll manage incidents, requests and escalations, develop self-service guidance, and collaborate with stakeholders to improve processes, tools and data-driven improvements across the global IT function.

Qualifications

• Proven experience leading IT Service Desk/End User Support in a multi-site regional setup.
• Strong people management and team development skills with a customer-focused mindset.
• Experience with ITSM tools, performance reporting and governance controls.

Responsibilities

• Lead, coach and develop Service Desk and Deskside teams to deliver a high-quality, customer-focused service.
• Manage day-to-day Service Desk and Deskside operations with regional coverage and responsiveness.
• Oversee incidents, service requests and escalations to meet service levels and keep users informed.
• Build relationships with sites across EMEA and AsPac to understand challenges and coordinate improvements.
• Support adoption of modern IT tools, automation and self-service content.

Skills

People management

Service Desk leadership

Stakeholder management

ITSM processes

Communication

Education

ITIL Foundation certification

Tools

ServiceNow

Microsoft 365

Job description

Innospec is seeking an experienced IT Support Manager to lead the EMEA & AsPac Service Desk and Deskside teams from Ellesmere Port. You will drive service performance, coach staff and align IT support with business goals in a multi-site, regional structure.

You’ll manage incidents, requests and escalations, develop self-service guidance, and collaborate with stakeholders to improve processes, tools and data-driven improvements across the global IT function.