Overview
My client is looking for an experienced and hands-on IT Support Manager to take ownership of their day-to-day IT support function. This is a fantastic opportunity to shape the role, lead support operations, and play a key part in improving service delivery across the business.
Working closely with the Head of IT, you’ll act as the senior escalation point while driving continuous improvements and supporting key IT and cyber initiatives.
Key Responsibilities
Take full ownership of the IT support function, ensuring a high-quality, responsive service
Act as the senior escalation point for complex technical and deskside issues
Manage relationships with MSPs and third-party providers
Oversee support workloads, priorities, and SLAs
Ensure adequate support coverage and team resilience
Provide hands-on, in-office support (hardware, software, networking)
Support business-critical applications and troubleshoot issues effectively
Contribute to key IT projects, including Practice Management system transitions
Support cyber initiatives including Cyber Essentials
Maintain and improve IT documentation and processes
Deliver user training and promote IT best practices
Identify and implement service and process improvements
Skills & Experience
Strong background in IT support within a professional services environment (legal highly desirable)
Experience in a senior/lead support role with supervisory or people management exposure
Proven ability to manage escalations and business-critical systems
Experience with AV support
Exposure to technologies such as Intune, BigHand, DocuSign, or document/practice management systems is advantageous
Strong troubleshooting, analytical, and communication skills
Previous service desk and supplier management experience
Background in first/second line support at a senior level
Personal Attributes
Confident decision-maker with a calm, pragmatic approach
Strong ownership and accountability
Able to balance hands-on technical work with team oversight
Professional and credible with senior stakeholders
A natural mentor who enjoys developing others
Resilient under pressure with excellent prioritisation skills
Discreet and trustworthy with sensitive information
Flexible, proactive, and solutions-focused
What’s on Offer
Salary up to £60,000
Opportunity to shape and develop the support function
Involvement in exciting IT and cyber projects
Clear pathway to broaden responsibility and impact
Flexible working (initial onsite expectation reducing over time)