IT Support Manager - IMPRESSION RECRUITMENT LIMITED : Job Details

• Excellent opportunity to become pivotal part of a reputable business!
• Competitive salary and fantastic benefits!
• Hybrid working pattern!

Are you passionate about IT and thrive in a fast-paced, dynamic environment? We have an incredible opportunity for an experienced IT Support Manager to join our client! If you're committed to enhancing IT services and leading a team to success, we want to hear from you! Impression Recruitment is delighted to be assisting an extremely reputable and longstanding client who are the leaders in their field in their search for an IT Support Manager to join their collaborative and growing team. As the driving force of the service desk team, you will lead and inspire your colleagues ensuring that day-to-day service desk operations run smoothly. You will oversee the resolution of IT support requests and champion best practices to optimise service delivery across the board. Key responsibilities:

• Lead, support, and coach the IT service desk team, ensuring quick and efficient resolutions to technical issues while promoting a collaborative and supportive team atmosphere.
• Oversee the daily operations of the service desk, managing incidents, service requests, and problem-solving to ensure compliance with SLAs and consistently high customer satisfaction levels.
• Monitor and analyse key performance metrics, including response times, ticket resolution, and customer feedback.
• Champion ITIL best practices to enhance service delivery, streamline processes, and introduce automation where possible to improve team productivity and effectiveness.
• Work closely with internal departments and senior leadership to understand business IT requirements, provide regular updates, and ensure service desk operations align with company objectives.
• Cultivate strong relationships with third-party vendors and manage hardware/software inventory and procurement, ensuring all necessary resources are readily available to support the team.
• Create and deliver targeted training programs to develop both your team’s technical skills and end-user capabilities, empowering them to operate with confidence and efficiency.

What you’ll bring:

• Proven experience in IT service desk or support roles, with a strong understanding of IT systems, networks, and applications.
• Leadership experience within a service desk environment, with the ability to drive team performance to achieve KPIs and ensure customer satisfaction.
• ITIL knowledge and experience (ITIL foundation or higher certification is highly desirable).
• Proficiency using ITSM tools (e.g. Zendesk, ServiceNow or similar).
• Expertise in Windows, macOS, Active Directory, Office 365, and remote troubleshooting.
• Ability to communicate effectively, resolve issues efficiently, and manage multiple tasks simultaneously.

In return, the successful IT Support Manager will receive a salary of £40,000 - £50,000 per annum, working a hybrid working pattern (three days in the office, two from home), Monday to Thursday 8:30am - 5:15pm, with the added bonus of an early finish at 3pm on Friday! You will also have access to a fantastic benefits package including 25 days holiday plus bank holidays, save as you earn scheme, health insurance, generous pension contribution and free parking. If you are looking for a stable and enjoyable long-term career in an environment where you'll feel fulfilled, APPLY TODAY! Our Guarantee  Thank you for your initial expression of interest in our available vacancy. If we have not contacted you within 5 working days of your application, please understand that the CV received, and the information provided does not meet the requirements of the current vacancy. However, we will consider all applications for any available opportunity, present or future, and proactively contact you should we deem there to be a suitable match.  Here at Impression we are committed to supporting the principles of equal opportunities and prohibit discrimination/ harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.