ITIL Support & Infrastructure Manager

Itchy Feet; Jersey Marine; On-site; GBP 65,000 - 95,000; Full time

Job summary

Itchy Feet is seeking an experienced ITIL Support & Infrastructure Manager to lead IT support and infrastructure operations across multiple sites. The role blends hands-on technical work with leadership duties, working with the Head of Technology, Cyber Security colleagues, and other tech roles to ensure reliable, secure, and recoverable services.

The position focuses on developing effective ITIL-aligned processes for incident, problem, and change management, driving continual improvement and

Qualifications

• Broad practical knowledge of IT support and infrastructure operations.
• Advanced working knowledge of technologies such as Microsoft 365, Azure server management, Active Directory or Entra ID, Meraki networking, MDM, MFA, endpoint management, patching, backups, and recovery solutions.

Responsibilities

• Lead day-to-day IT support and infrastructure activity across multiple locations.
• Manage, develop, and set priorities for the Support Team, including objective setting and appraisals.
• Recruitment, objective setting, probation assessments, attendance, performance and development of colleagues.
• Act as a technical expert across infrastructure, cloud, network, endpoint, and service-management technologies.
• Coordinate diagnosis, escalation, and resolution of complex incidents.
• Plan maintenance, patching, backups, disaster-recovery, and service-improvement activities.
• Collaborate with third-party providers and ensure performance per parameters.
• Develop ITIL-aligned incident, problem, change, asset, and service-desk practices.
• Utilise dashboards to monitor performance and drive improvements.
• Communicate technical information clearly to colleagues, managers, and providers.

Skills

ITIL

Team leadership

Incident management

Infrastructure management

Stakeholder communication

Education

ITIL Certification

Tools

Microsoft 365

Azure

Active Directory

Meraki

MDM

MFA

Job description

Our client is seeking an experienced ITIL Support & Infrastructure Manager to lead IT support and infrastructure operations. In this full-time position, you will blend hands-on technical expertise with strong leadership capabilities, working closely with the Head of Technology, Cyber Security colleagues, and other technology roles to ensure reliable, secure, and recoverable technology services. You will also focus on developing effective ways of working across incident, problem, and change management in order to drive continual improvement.

Job Duties:

• Lead and coordinate day-to-day IT support and infrastructure activity across multiple locations.
• Manage, support, and develop the Support Team, setting clear priorities and creating consistent working methods.
• Take responsibility for work allocation and team capability, including recruitment, setting objectives, conducting appraisals and probation assessments, managing attendance, performance, and colleague development.
• Act as a technical point of expertise across assigned infrastructure, cloud, network, endpoint, and service-management technologies.
• Coordinate the diagnosis, escalation, and resolution of complex or significant incidents within agreed protocols and authority limits.
• Plan and coordinate maintenance, patching, access, backup, recovery, disaster-recovery, change, and service-improvement activities.
• Collaborate with third-party providers, ensuring performance is met and coordinating technical support within agreed commercial and technical parameters.
• Develop and enhance ITIL-aligned incident, problem, change, asset, and service-desk practices within specified approval frameworks.
• Utilize service reporting and dashboards to monitor performance, identify trends, and support continuous improvement efforts.
• Clearly communicate technical information to colleagues, managers, and providers, particularly during times of changing priorities or service disruptions.

Job Requirements:

• Broad practical knowledge of IT support and infrastructure operations, gained through relevant experience, training, or equivalent education.
• Advanced working knowledge of technologies such as Microsoft 365, Azure server management, Active Directory or Entra ID, Meraki networking, MDM, MFA, endpoint management, patching, backups, and recovery solutions.
• Ability to diagnose complex technical issues, assess options, and recommend appropriate responses within defined authority levels.
• Experience in coordinating incidents, managing problems, balancing competing priorities, and overseeing third-party technical support.
• Proven experience in leading and developing a support team, including allocating work effectively.
• Strong verbal and written communication skills, with the ability to convey technical information to diverse audiences.
• Willingness and ability to travel between various locations and provide out-of-hours/on-call support, including physical installations, movements, or troubleshooting of IT equipment.

What You'll Love:

Our client offers a dynamic and collaborative working environment that values innovation and teamwork. You will have the opportunity to work on varied IT projects that enhance your skills and knowledge while contributing to the overall success of the organisation. Employees benefit from a supportive culture that promotes work-life balance and professional development through training programs and mentoring. Additionally, there are opportunities for career advancement within a forward-thinking organisation committed to the growth and well-being of its employees.