IT Support Manager

Global Resourcing; Greater London; On-site; GBP 58,000 - 70,000; Full time

Job summary

Global Resourcing is recruiting an experienced IT Support Manager for a not-for-profit in London. You will lead the technology support service, ensuring users have reliable, accessible and well-supported technology.

This hands-on service leadership role focuses on improving user experience and moving the support function toward a proactive, service-managed, user-centred model. You will oversee the service desk, asset management and supplier relationships, all in a London onsite environment.

Qualifications

• Experience as senior escalation point in IT service desk or end-user support.
• Strong MS 365 environment experience including Teams, SharePoint, OneDrive and Windows devices.

Responsibilities

• Lead the IT service desk and act as senior escalation point for complex issues.
• Oversee support for laptops, desktops, mobile devices, printers and workplace apps (Microsoft 365).
• Own the support model for meetings and hybrid spaces including Teams Rooms and AV.
• Coordinate internal teams and suppliers to ensure hybrid working is well supported.
• Manage device lifecycle, onboarding/offboarding and asset management.
• Drive continual improvement via service reporting, feedback and root-cause analysis.
• Manage supplier relationships, escalations, renewals and service performance.
• Coach and develop a Support Desk Analyst.

Skills

Senior escalation point

IT service desk leadership

Microsoft 365 support

Teams Rooms & AV

Incident & problem management

Stakeholder management

Tools

Microsoft 365

SharePoint

OneDrive

Windows OS

Job description

Full-time permanent position, up to £64,000, onsite 5 days per week in London

We're currently supporting a not-for-profit organisation who are looking for an experienced IT Support Manager to lead its technology support service, ensuring users have reliable, accessible and well-supported technology across the organisation.

This is a hands-on service leadership role, with a focus on improving the user experience and moving the support function towards a more proactive, service-managed and user-centred model.

Key Responsibilities:

• Lead the IT service desk, acting as the senior escalation point for complex technology issues


• Oversee support for laptops, desktops, mobile devices, printers, Microsoft 365 and workplace applications


• Own the support model for workplace, meeting and events technology, including Teams Rooms and AV-enabled spaces


• Coordinate internal teams and suppliers to ensure meetings, events and hybrid working environments are well supported


• Manage device lifecycle, onboarding, offboarding and technology asset management


• Drive continual improvement through service reporting, user feedback, documentation and root-cause resolution


• Manage day-to-day technology supplier relationships, escalations, renewals and service performance


• Provide coaching and support to a Support Desk Analyst

Key Requirements:

• Experience managing or acting as a senior escalation point within an IT service desk or end-user technology support function


• Strong experience providing first and second-line support within a Microsoft environment, including Teams, SharePoint, OneDrive, Windows devices and account administration


• Experience with Microsoft Teams Rooms, Q-SYS, room booking systems, hybrid meeting spaces or integrated workplace AV environments


• Experience managing incidents, requests, escalations, service levels and continual improvement


• Experience supporting laptops, desktops, mobile devices, printers and workplace applications


• Strong customer service, communication and stakeholder management skills