IT Support Manager

Salary: £50,000 - £55,000 per annum

Location: Telford

Contract: Permanent

Role Summary

As IT Support Manager, lead IT support and service management across multiple business units and sites, owning the helpdesk, incidents, requests, problems and escalations. Coordinate infrastructure, networks, backup and recovery, cyber security, end-user computing and suppliers, while ensuring projects, migrations and deployments transition successfully into support.

Role & Responsibilities

• Manage the IT helpdesk and support team: allocate work, maintain multi-site coverage and ensure incidents, requests and problems are logged, categorised, prioritised and progressed.
• Monitor service levels, response and resolution times, ticket backlogs and user satisfaction; produce management reports and drive service improvement, automation and standardisation.
• Coordinate major incidents, escalations and root-cause analysis with internal teams, suppliers and managed service providers, communicating business impacts and recommended actions clearly to users and senior stakeholders.
• Coordinate support for on-premises and cloud infrastructure, end-user computing, Windows Server, Microsoft 365, Active Directory, storage, file and print services, monitoring and virtualised environments including VMware.
• Monitor capacity, availability, performance, patching and lifecycle status; coordinate builds, upgrades, migrations, hardware replacement and decommissioning, including remediation of legacy and unsupported systems.
• Ensure infrastructure changes are documented, tested, approved and delivered through agreed change control.
• Oversee backup success, failures, retention and capacity; arrange restoration and disaster recovery testing, maintain recovery priorities, dependencies, RPOs and RTOs, and protect backups against deletion, ransomware and unauthorised access.
• Coordinate LAN, WAN, wireless, internet, VPN and site-to-site support across offices, factories, warehouses and retail sites; support network, firewall, telecommunications and site changes, maintaining circuit, device and dependency records.
• Support cyber security controls, vulnerability management, endpoint, email and web protection, patching, monitoring, security awareness and incident response; ensure secure identity verification, password resets, privileged access and user administration.
• Support audits, compliance reviews, risk assessments and remediation.
• Coordinate IT projects with business stakeholders, internal teams and third parties; maintain plans, actions, risks, issues, dependencies and decisions, covering Microsoft 365 migrations, infrastructure upgrades, site changes, ERP-related projects and application deployments.
• Coordinate testing, user acceptance, pilots, communications and go-live; ensure documentation, ownership, monitoring and support procedures are in place before service handover.
• Manage technology partner and supplier relationships; maintain asset, configuration, licence, warranty and support records, technical documentation, diagrams, procedures and recovery information.
• Ensure joiner, mover and leaver processes are completed promptly and securely.

Requirements of the Role

• The IT Support Manager will have experience managing an IT service desk or technical support function, leading or supervising support personnel, and delivering incident, problem, request and change management.
• Strong understanding of infrastructure and end-user computing, with experience supporting Windows, Microsoft 365 and Active Directory, and sound knowledge of servers, virtualisation, storage and backups.
• Good understanding of networks, firewalls, wireless and VPNs, alongside strong knowledge of IT security, vulnerability management, endpoint protection and access control.
• Experience coordinating IT projects, migrations or technology deployments across multiple sites, business units and platforms.
• Strong organisation, stakeholder management and communication skills, including explaining technical issues to non-technical audiences.
• A customer-focused, proactive, accountable and collaborative approach; able to remain calm, manage competing priorities and balance service quality, operational risk and cost.

Desirable

• Experience in multi-site manufacturing, engineering or retail, or a regulated, audited or security-conscious environment.
• Experience with VMware, Nutanix or comparable virtualisation; enterprise backup and disaster recovery solutions; Fortinet, Meraki or comparable networking and firewalls; SentinelOne, Microsoft Defender or comparable endpoint security.
• ITIL Foundation or equivalent service-management experience, and experience supporting ERP, production or business-critical systems.

Apply Now

As IT Support Manager, take ownership of multi-site IT service delivery, combining support leadership with infrastructure, security, supplier and project coordination.

Key Skills: IT support leadership, service desk management, ITIL, incident/problem/change management, infrastructure, Microsoft 365, Windows Server, Active Directory, virtualisation, backup and disaster recovery, networking, cyber security, project delivery, supplier management, multi-site support.