IT Service Support Manager

Sanderson; England; On-site; GBP 72,000 - 88,000; Full time

Job summary

Sanderson is seeking an IT Service Support Manager to lead the IT Service Desk and Application Support functions. You will drive operational improvements, manage teams across 1st/2nd line support and ensure reliable, high-quality services across the organisation.

Reporting to the Service Delivery Director, you will monitor KPIs, manage vendor relationships and align services with ITIL and ISO27001 standards while promoting automation and efficiency improvements.

Qualifications

• Proven experience leading IT Service Desk and IT Support teams.
• Strong people management skills with a track record of team development.
• Solid understanding of ITIL, incident, problem and service delivery.
• Experience overseeing end-user and business application support.
• Familiarity with ITSM tools, notably ServiceNow.
• Knowledge of Microsoft 365, Active Directory and ISO27001 security principles.
• Excellent stakeholder management and communication abilities.

Responsibilities

• Lead, mentor and develop IT Service Desk and Application Support teams.
• Oversee 1st and 2nd line support operations and ensure timely incident resolution.
• Manage application support activities, escalations and vendor relationships.
• Drive continuous improvement across IT support processes and service delivery.
• Monitor KPIs, SLAs and overall service performance.
• Ensure IT services align with ITIL and ISO27001 requirements and collaborate with IT teams.

Skills

IT Service Desk

People Management

ITIL

Incident Management

Problem Management

Service Delivery

Stakeholder Management

Microsoft 365

Active Directory

ISO27001

Tools

ServiceNow

Job description

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.