IT Support Manager

Emeria UK; London; On-site; GBP 40,000 - 80,000; Full time

Job description

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Job Role: IT Support Manager

Location: London

Hours: 35 hours per week - Monday to Friday

The purpose of this role is:

The purpose of the IT Support Manager role is to lead and manage the IT Service Desk (1st line support) and End User Services teams (2nd and 3rd line support), ensuring the delivery of high-quality IT support services across the organisation. The role is responsible for achieving service level targets, improving operational processes, and aligning support operations with ITIL service management standards, particularly within the Service Operation and Continual Service Improvement (CSI) lifecycle stages.

Main Responsibilities

• Team Leadership: Manage and develop the IT Service Desk (1st line) and End User Services (2nd/3rd line), fostering a high-performing, customer-focused support team.
• Service Operations Management: Oversee day-to-day support activities, ensuring effective handling of incidents, service requests, access provisioning, and proactive event monitoring.
• SLA & Performance Management: Monitor service levels across calls and tickets, ensuring KPIs such as call answer rate, speed of answer, response times, and resolution times are consistently met.
• Process Ownership: Lead the operation and continuous improvement of key service support processes, ensuring consistency, efficiency, and alignment with business needs.
• Customer Experience & Escalations: Champion a user-focused support culture, managing escalations effectively and driving improvements in customer satisfaction.
• Continual Service Improvement: Identify trends, recurring issues, and opportunities for improvement, delivering initiatives that enhance service quality and reduce incident volumes.
• Operational Reporting: Produce and present regular reports on support performance, SLA compliance, resource utilisation, and service trends to stakeholders.
• Toolset & Knowledge Management: Ensure effective use of ITSM tools, maintain accurate documentation, and promote a strong internal knowledge-sharing culture.

Experience

• IT Service Management: Proven experience managing IT support teams with strong knowledge of ITIL principles.
• Team Leadership: Experience leading multi-level support teams (1st, 2nd, and 3rd line) and driving performance through KPIs.
• Service Desk Operations: Track record of managing service desk functions with a focus on SLAs, first-time fix, and user satisfaction.
• ITIL Process Implementation: Hands-on experience managing or improving ITIL-aligned processes such as Incident, Problem, Request, and Access Management.
• Reporting & Metrics: Strong understanding of service reporting, including SLA adherence, ticket analytics, and continual improvement tracking.
• Technical Understanding: Familiarity with Microsoft technologies, endpoint management, user access control, and ITSM platforms.
• Stakeholder Management: Ability to work with technical teams, end users, and senior management, with strong communication and collaboration skills.

Qualifications

• Education & Certifications: Bachelor's degree in IT, Computer Science, or related field.
• ITIL Certification: ITIL Foundation (v3 or v4) is essential; Practitioner or Intermediate levels are desirable.
• Leadership & Communication: Strong leadership, people management, and communication skills with a customer-focused mindset.
• Additional Certifications (Desirable): Microsoft 365 Certified: Modern Desktop Administrator, or related certifications in desktop or endpoint support.

The Benefits

Our customers deserve the best and the same applies to our people. We'll support you with all of the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.

Diversity

We're committed to promoting diversity at Emeria and recruit on merit. We will consider applications from job share applicants.

Ready to Apply?

Click the below apply button to start your application for this role. We will ask you to upload your CV and answer a few questions.

If you meet the criteria for the role we'll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.