Service Support Manager

Sanderson; Crawley; On-site; GBP 60,000 - 85,000; Full time

Job summary

Sanderson is seeking an IT Service Manager in the UK to lead and transform its IT Service Desk and Application Support functions. This role focuses on delivering high‑performing, customer‑focused IT services and driving positive change across the IT function from a hands-on leadership position.

You’ll report into the Service Delivery Director, manage day-to-day operations onsite, and work with senior stakeholders and vendors to meet business requirements.

Qualifications

• Proven track record leading IT Service Desk and/or IT Support teams.
• Strong ability to drive continual service improvements and hit targets.
• Hands-on, proactive leadership with ability to motivate teams.

Responsibilities

• Lead, motivate and develop Service Desk and Application Support teams, promoting accountability and high performance.
• Drive improvements across IT support services, enhancing processes, performance and customer experience.
• Own incident, problem and change management with ITIL-aligned service delivery.
• Establish and monitor SLAs, KPIs and service metrics; use data to drive decisions.
• Challenge existing processes and introduce efficiencies and new ideas for service improvement.
• Collaborate with senior stakeholders, technical teams and third-party suppliers to meet requirements.
• Coach team members and foster a culture of continuous improvement.

Skills

IT Service Desk

IT Support

ITIL

Service Management

Stakeholder Management

Change Management

Job description

Are you an IT Service Manager who thrives on driving change, developing teams and making a genuine impact?

I'm working with a well-established organisation in the financial services sector that's looking for an experienced and proactive IT Service Support Manager to lead and transform its IT support function.

This isn't a role for someone who simply wants to keep the lights on. We're looking for someone who can bring fresh ideas, challenge existing processes, inspire their team and take ownership of delivering a high‑performing, customer‑focused IT service.

Working pattern: 4–5 days per week onsite

The Opportunity

Reporting into the Service Delivery Director, you'll take responsibility for the day-to-day leadership and continuous improvement of the IT Service Desk and Application Support functions.

You'll have the opportunity to make a real impact, improving service performance, developing your team and driving positive change across the wider IT function.

What You’ll Be Doing:

• Leading, motivating and developing Service Desk and Application Support teams, creating a culture of accountability, collaboration and high performance.
• Driving meaningful improvements across IT support services, identifying opportunities to improve processes, performance and customer experience.
• Taking ownership of incident, problem and change management, ensuring effective ITIL‑aligned service delivery.
• Establishing and monitoring SLAs, KPIs and service performance metrics, using data to identify areas for improvement.
• Challenging existing ways of working and introducing new ideas, efficiencies and service improvements.
• Working closely with senior stakeholders, technical teams and third‑party suppliers to ensure business requirements are met.
• Coaching and developing team members, encouraging continuous improvement and a proactive approach to service delivery.

What We’re Looking For:

• Proven experience managing IT Service Desk and/or IT Support functions, ideally with exposure to Application Support.
• A strong track record of driving service improvements and delivering measurable results.
• A hands‑on, energetic and proactive leadership style, with the ability to motivate teams and influence change.
• Strong knowledge of ITIL processes, ITSM tools and service management best practices.
• Experience managing service performance, SLAs, KPIs and third‑party suppliers.
• Excellent stakeholder management and communication skills.
• Experience within a regulated environment would be advantageous.

The key thing?

We're looking for someone who can demonstrate the difference they've made.

Whether that's transforming an underperforming Service Desk, improving customer satisfaction, reducing ticket backlogs or developing a stronger team culture, we want someone who can bring ideas, enthusiasm and the drive to make things better.