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

We’re 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 you’ll balance strategy with hands-on credibility leading a dispersed team, shaping processes, and driving service improvements at scale.

If you’ve 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.