Senior Manager - Onsite Support & Executive IT Services

Lloyds Banking Group; City Of London; Hybrid; GBP 97,000 - 118,000; Full time

Job summary

A leading financial services organization in London seeks a Senior Manager - Onsite Support & Executive IT Services. In this critical role, you'll lead teams to deliver exceptional technical support for office-based and executive staff. You will drive IT service operations, collaborate with stakeholders, and ensure high-performance standards. The ideal candidate has extensive experience in IT support operations, strong troubleshooting skills, and leadership capabilities. This position offers a hybrid working arrangement along with a generous benefits package.

Benefits

Pension contribution up to 15%

Annual bonus award

Share schemes including free shares

Discounted shopping benefits

30 days' holiday plus bank holidays

Wellbeing initiatives and parental leave policies

Qualifications

• Proven experience managing IT support operations within a regulated environment.
• Strong troubleshooting skills across hardware platforms and operating systems.
• Experience in continuous improvement methodologies.

Responsibilities

• Lead and inspire teams across multiple UK sites.
• Own the delivery of IT service operations.
• Partner with stakeholders for high-profile events.

Skills

Enterprise IT support operations

Technical expertise in Windows and macOS

Process optimisation

Data analysis

Communication and influencing skills

Leadership capability

Tools

ServiceNow

Job description

JOB TITLE: Senior Manager - Onsite Support & Executive IT Services

SALARY: £97,665 - £118,000 per annum

LOCATION: London

HOURS: Full-time - 35 hours

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at our London office.

About this opportunity…

Join our Modern Workplace Service Operations team at LBG, where we're passionate about creating an exceptional colleague experience through innovative technology and tools. Our mission is to deliver world‑class IT support, ensuring every colleague - from office‑based teams to senior executives - has what they need to succeed. We're looking for a strategic, hands‑on leader to take on the role of Senior Manager - Onsite Support & Executive IT Services. This is a high‑profile position where you'll lead talented teams delivering premium technical support through our Tech Bars and dedicated executive services, both onsite and remotely. You'll also collaborate with our Events team to ensure seamless technology support for major events across the UK.

About us…

We're on an exciting journey and there couldn't be a better time to join us. The investments we're making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

What you'll do…

• Lead and inspire teams across multiple UK sites, fostering a culture of excellence and collaboration.
• Own the delivery of day‑to‑day IT service operations, ensuring SLAs and performance metrics are consistently met.
• Partner with senior stakeholders to support executive meetings and high‑profile events, ensuring flawless technical execution.
• Analyse service data to identify trends, drive root cause analysis, and implement tactical and strategic improvements.
• Continuously refine processes to keep services relevant, efficient, and future‑ready.
• Manage critical incidents with confidence and urgency, ensuring swift resolution.
• Champion customer experience, creating moments that delight and build trust.
• Develop and grow talent, building an environment where people thrive and careers flourish.
• Embed a culture of learning and innovation, encouraging continuous improvement and adaptability.

What you'll need…

• Proven experience managing enterprise IT support operations or helpdesk functions within a regulated environment.
• Advanced technical expertise across hardware platforms and operating systems (Windows, macOS), with strong troubleshooting skills and adaptability to new technologies.
• A passion for continuous improvement, with experience in process optimisation (Lean, Six Sigma).
• Ability to translate data into actionable insights to drive service enhancements.
• Exceptional communication and influencing skills, with the ability to engage executive‑level stakeholders and cross‑functional teams.
• Experience with ServiceNow for operational management and reporting.
• Strong leadership capability - able to attract, develop, and retain top talent while fostering a high‑performance culture.

About working for us…

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. And it's why we especially welcome applications from under‑represented groups. We are disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes…

• A generous pension contribution of up to 15%
• An annual bonus award, subject to Group performance
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Ready to lead the way in modern workplace support? Apply now and join our journey!