IT Support Manager

Lead a high-performing IT Service Operations function, driving digital workplace excellence, modern service management, and continuous improvement. Shape strategy, optimise platforms, enhance user experience, and guide the evolution of workplace technologies to improve productivity and collaboration across the organisation.

Client Details

This organisation operates within the healthcare industry and is a well-established, medium-sized Not for Profit. They are dedicated to advancing healthcare solutions and rely on robust IT systems to support their mission.

Description

• Define strategy, processes and tooling for IT operations
• Lead, coach and develop a multi-skilled technology team
• Manage operational technology budgets
• Govern and optimise supplier and SaaS vendor relationships
• Drive IT service operations maturity and performance improvements
• Evolve ITSM capabilities, tooling and service model
• Oversee helpdesk, end-user services, and incident/problem resolution
• Deliver a secure, resilient digital workplace platform across all services
• Manage enterprise SaaS application services and ensure compliance with IT standards
• Engage users proactively to improve service quality and experience
• Build trusted stakeholder relationships across the organisation
• Drive adoption of digital workplace technologies and new features
• Lead multi-year roadmap delivery for workplace and service evolution
• Implement automation and AI to improve efficiency and self-service
• Identify and mitigate operational risks, ensuring resilient IT services
• Track technology trends and introduce innovations into the organisation and end user support team

Profile

A successful IT Support Manager should have:

• Proven technology leadership experience within digital workplace or application support
• Strong delegation skills and ability to develop technical teams
• Solid IT service management experience with ITIL and modern ITSM tools
• Ability to drive adoption of workplace technologies
• Experience with M365 and ServiceNow (or similar)
• Skilled in defining KPIs and using data for continuous improvement
• Strong problem-solving and user-centred design mindset
• Experience managing and optimising M365 environments
• Knowledge of enterprise IT services and productivity technologies (preferred)
• Organisational change management experience (preferred)
• Lean/Six Sigma or similar improvement techniques (preferred)
• Physical network infrastructure knowledge (preferred)
• Degree in IT/Computer Science or equivalent experience
• ITIL Foundations or equivalent certification

Job Offer

• Competitive salary of £82,000 per annum.
• Comprehensive benefits package.

• High-impact leadership role shaping enterprise-wide digital experience and IT service strategy.

• Opportunity to contribute to impactful healthcare solutions.
• Based in London, with access to excellent transport links and amenities.

If you are ready to take the next step in your career as an IT Support Manager, apply now to join this exciting opportunity in the life science industry.