Information Technology Support Manager

Full Job Description

IT Support Manger (1 Year FTC)

Salary + Bonus

The IN Group

1 Year FTC

Hybrid working, City of London

The IT Support Manager leads the team of IT Support Technicians to provide outstanding service to our clients and is responsible for managing day-to-day operations, developing and implementing IT support processes, ensuring that our clients receive the highest quality support and ensuring the delivery of high-quality IT services that meet the needs of the business.

You will be joining The IN Group, a global organisation within the Recruitment and Talent Advisory sector with six brands within our group. You will be part of the IT Support team who are a key part of our technology team that support the wider business in ensuring IT services are managed services effectively.

Skills & Experience

• Experience within an IT Support Manager position
• Experience with managing an IT Support team
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in IT support management, including experience leading a team.
• Strong technical knowledge of computer hardware, software, and networking technologies.
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical stakeholders.
• Experience with incident management, problem management, and change management processes.
• Excellent leadership and mentorship skills, with the ability to motivate and inspire a team.
• Ability to work in a fast-paced and dynamic environment

Responsibilities:

• Manage a team of IT Support Technicians, providing guidance, mentorship, and training as needed.
• Develop and maintain processes for incident management, problem management, change management, and other IT support activities.
• Ensure that all support requests are handled promptly, efficiently, and effectively, and that client satisfaction is consistently high
• Partner with the Lead IT Engineer to ensure new and changed IT services are transitioned into service effectively, business communication is effective and adoption is optimised.
• Oversee the delivery of IT services (e.g. device provisioning and deprovisioning) to ensure they meet customer requirements and are delivered within agreed SLAs
• Monitor and analyse metrics to evaluate the effectiveness of support processes and identify areas for improvement.
• Collaborate with other departments, such as product development, to ensure that support processes are aligned with overall business objectives.
• Manage budgets, vendor relationships, and other operational aspects of the IT support function.
• Advocate for secure computing practices and procedures, and communicate best practices throughout the company.
• Ensure that documentation and training is in place for IT support teams.
• Partners with the Lead IT Engineer in building and maintaining Technology roadmaps.

What we can offer you:

• We have an experienced hire model so have a mature and autonomous working environment
• We take high achievers on regular international trips
• We have a generous referral scheme for talent you recommend to us
• Hybrid working with our flexible working policy
• We have our own set of Peloton bikes
• We offer free private healthcare via Vitality, eye tests, discounted gym memberships and more
• Wellbeing initiatives, from yoga and martial arts to morning raves and speaker sessions
• Our calendar is jam-packed with social events, from summer conferences to family parties
• Wellbeing and Engagement committee
• We love to give back - last year we raised £92,000 for charity through company wide Charity pledge