IT Support Manager

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

We are seeking an experienced and people-focused EMEA & AsPac IT Support Manager to join our Global IT team based in Ellesmere Port.

In this role, you will lead our Service Desk team and Deskside Support teams across EMEA and Asia Pacific,ensuring users receive a consistent, responsive and high-quality support experience. Working closely with colleagues across the business and wider IT function, you will drive service performance, lead continuous improvement initiatives and help shape the future of IT support at Innospec.

What you’ll be doing

• Lead, coach and develop Service Desk and Deskside Support team members to deliver a high-quality, customer-focused support service.
• Manage day-to-day Service Desk and Deskside operations, ensuring effective coverage and responsiveness across supported regions.
• Support resource management across the EMEA and AsPac Support teams and provide visibility of regional deskside demand, capacity, ticket backlogs and recurring issues.
• Oversee incidents, service requests and escalations, ensuring service levels are achieved and users kept informed.
• Build strong relationships with sites across EMEA and AsPac, understanding service challenges and coordinating improvements.
• Support the development of processes, knowledge content and self-service guidance.
• Use service data and user feedback to identify improvement opportunities and reduce recurring issues.
• Support the adoption of modern IT support tools, automation and digital workplace technologies.
• Coordinate third-party support providers and monitor service quality and performance.
• Ensure support processes meet audit, governance and SOX control requirements.

What we’re looking for

You are an experienced IT support leader with a passion for delivering excellent service and developing high-performing teams.

You enjoy working collaboratively, building strong stakeholder relationships and using data and insight to drive continuous improvement.

You will have:

• Proven experience leading an IT Service Desk, IT Support or End User Support function in a multi-site or regional environment.
• Strong people management and team development skills.
• Experience with ITSM processes, service management tools and performance reporting.
• The ability to manage operational priorities, escalations and service performance.
• Experience working with geographically distributed teams and stakeholders.
• Knowledge of Microsoft 365 and modern workplace technologies.
• Excellent communication and stakeholder management skills.
• A customer-focused, analytical and continuous improvement mindset.
• ITIL Foundation certification or equivalent practical ITSM experience.
• Experience with ServiceNow or a similar ITSM platform.
• Experience working in a global or regional IT support structure.

About Innospec

Innospec is a global specialty chemicals company focused on bringing innovative new technologies to market combined with a fast and responsive service. We serve a range of industries across the world, bringing our products to customers in markets from oilfields, fuels, refineries and power stations to personal care and performance chemicals. Our global team of approximately 2,450 employees spans 23 countries, applying their extensive experience and market understanding to customers' local needs. Integrating our global footprint with local service capability enables us to supply quality products that meet and anticipate changing market dynamics.

In return, we offer a competitive reward package and opportunities for continued professional development, including:

• Up to 10% employee, 15% employer pension contributions
• Private medical insurance
• 25 days annual leave, increasing to 28 days after 2, 4 and 5 years’ service
• Cycle to Work scheme
• Access to our full Percipio training library, free of charge, for ongoing learning and development