IT Support Manager

Job Title: IT Support Manager
Contract Type: Permanent
Location: London, England
Salary: £14 - £80000.00 per annum
Start Date: ASAP
Reference: BBBH19019_1567675991
Contact Name: Bailey Chalk
Contact Email:
Job Published: September 05, 2019 10:33

Job Description

My leading software management client are currently looking for an experienced IT Service Desk Manager to lead, develop and manage their growing service desk team.


· Be the point of contact for all support matters, representing the function positively and professionally while promoting the departments capabilities

· Ensure KPI's are adequate, fit for purpose and encouraging a culture of continuous improvement

· Facilitate problem solving and foster collaborative approach within the teams

· Provide executive reporting on progress and performance statistics for the team as requested

· Lead by example, coach and encourage the team to reach set targets.

· Carry out regular assessments of the teams to ensure adequate training and development is carried out to maximise success

· Effectively communicate new release details

· Ensure that new product training is carried out in a timely manner prior to release

· Review status and expectations of the growing corporate account customers to ensure teams providing agreed SLA's


· At least 5 years at senior or management level within a technical support, fast paced environment, offering internal or external customer support

· Demonstrated experience in leading people to achieve strong results

· Proven ability to engage and leverage both direct and indirect stakeholders

· Ability to manage the entire customer life cycle from strategic planning to tactical activities

· Experience with relevant multiple product software applications

· Excel, word and PowerPoint skills essential

· Understanding of Practice Management Software is preferred, though not essential

· Excellent planning & organisational ability

· Highly organised and efficient time management with good attention to detail

· Proactive, self-motivated approach with the ability to take initiative