IT Support Manager

IT Support ManagerFull-time permanent position, up to 64,000, onsite 5 days per week in LondonWe're currently supporting a Charity 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 issuesOversee support for laptops, desktops, mobile devices, printers, Microsoft 365 and workplace applicationsOwn the support model for workplace, meeting and events technology, including Teams Rooms and AV-enabled spacesCoordinate internal teams and suppliers to ensure meetings, events and hybrid working environments are well supportedManage device lifecycle, onboarding, offboarding and technology asset managementDrive continual improvement through service reporting, user feedback, documentation and root-cause resolutionManage day-to-day technology supplier relationships, escalations, renewals and service performanceProvide coaching and support to a Support Desk AnalystKey Requirements: Experience managing or acting as a senior escalation point within an IT service desk or end-user technology support functionStrong experience providing first and second-line support within a Microsoft environment, including Teams, SharePoint, OneDrive, Windows devices and account administrationExperience with Microsoft Teams Rooms, Q-SYS, room booking systems, hybrid meeting spaces or integrated workplace AV environmentsExperience managing incidents, requests, escalations, service levels and continual improvementExperience supporting laptops, desktops, mobile devices, printers and workplace applicationsStrong customer service, communication and stakeholder management skillsCharity or public sector experience is preffered