IT Support Manager

- I will lead and mentor the IT support team, ensuring that daily operations and escalations are effectively handled. - I will take ownership of internal IT projects, managing them from planning to execution while ensuring comprehensive documentation. - I will collaborate closely with a Managed Service Provider (MSP) and Group IT to maintain and improve the IT infrastructure supporting the UK business. - I will oversee the IT service desk lifecycle, ensuring high standards in systems, processes, and technical resolutions. - I aim to drive improvement in customer service by ensuring alignment with our ethos of delivering excellent support. - I will provide hands-on support and guidance to the team, leveraging my broad technical knowledge. - I will work with business stakeholders to develop continuous improvement strategies that meet organizational needs. - I will monitor IT service levels, develop internal procedures, and manage performance metrics. - I will oversee contract and license management for IT systems, software, and users. - I will manage the Microsoft Office 365 environment to ensure security and alignment with organizational objectives. - I will proactively research new technologies, provide recommendations, and keep IT systems aligned with industry standards. - I will contribute to the development of continuity plans and broader IT strategy.