Senior IT Support Manager

Senior IT Support Manager

Salary: Up to 76,000 + 25% Bonus + benefits

Location: 5 days on site - multi site London

Type: Permanent Role

Were looking for a Senior IT Support Manager to take ownership of a customer-focused support function across multiple sites in London. This is a big-impact role where youll balance strategy with hands-on credibility leading a dispersed team, shaping processes, and driving service improvements at scale.

If youve grown from a technical background into leadership, this is your chance to inspire a team, influence senior stakeholders, and raise the bar on availability, reliability, and customer experience across the business.

Key Responsibilities

• Lead, coach, and develop a team of 8 Engineers across multiple sites.
• Set the standard for customer experience by ensuring high availability, reliability, and performance of IT services.
• Implement ITIL/ITSM best practices to streamline processes, improve incident resolution, and enhance reporting.
• Maintain accurate and up-to-date site documentation for support teams.
• Organise and manage an Out-of-Hours rota to support customers outside of core hours.
• Produce and publish weekly and monthly IT support statistics.
• Act as senior escalation point for technical issues impacting availability and reliability.
• Build strong relationships with stakeholders, including client representation at meetings.
• Collaborate with the IT Infrastructure Team to identify and implement process improvements.
• Contribute to wider IT projects as required.

Knowledge & Experience

• Strong background in IT support and infrastructure, ideally in a multi-site, customer-facing environment.
• Proven track record of progressing from technical IT roles into leadership.
• Confident in client-facing situations with excellent stakeholder management skills.
• Experience with managed service providers, network operations, and AV/meeting room technologies.
• Strong technical knowledge across Wi-Fi, LAN, PC operating systems, hardware, and collaboration platforms (Teams, Zoom, Webex).
• Experience working with ITIL processes and ITSM tools (ServiceNow or equivalent).
• Networking qualifications are desirable.

Does this sound like you? Please apply now.