IT Service Support Manager
Description IT Service Support Manager About People’s Partnership At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves. What You'll Be Doing Responsible for overseeing the day-to-day operations of the IT Service Desk and IT Application Support teams, ensuring the delivery of high-quality first-line and second line support to all users across the organisation. The manager leads a team of Application Support engineers and Service Desk Analysts ensuring the stability, performance and usability of business-critical applications and services, coordinating with internal stakeholders and working closely with third-party vendors.
- Manage the daily operations of the IT Service Desk, ensuring efficient handling of incidents, service requests, and queries.
- Ensure consistent application of ITIL processes such as Incident Management, Asset Management, Request Fulfilment, and Problem Management.
- Act as an escalation point for complex or high-impact application issues.
- Ensure root cause analysis is conducted for recurring problems and that permanent fixes are implemented.
- Support internal and external audits by providing evidence and documentation as required.
- Lead, mentor, and develop team to deliver exceptional support.
- Engage in annual financial planning cycle and ensure delivery within allocated budget
- Proven experience managing an IT Service Desk on similar support function
- Proven ITIL Service Management exposure
- Experience with ITSM Tools (e.g. ServiceNow)
- Strong leadership, communication, and stakeholder management skills.
- Familiarity with ISO27001 compliance and audit requirements
- Proactive and adaptable, with a continuous improvement mindset.
- Knowledge of Microsoft 365, Active Directory, and common enterprise applications.
- Generous pension contributions with an employer contribution of up to 14%
- Real living wage
- Income protection, critical illness cover & death in service insurance
- Employee healthcare
- Parental and adoption leave
- Learning & development opportunities and study support
- Travel season ticket loans
- Subsidised restaurant in our Crawley office
- Volunteering days and charity payroll giving
- Onsite gym
- Ride-to-Work scheme
- Social clubs and events