IT Support Manager

- Lead, mentor, and manage the IT support team to ensure high levels of performance and engagement. - Develop training programs and growth opportunities for team members. - Conduct regular performance reviews and provide constructive feedback. - Oversee daily operations of the IT support desk, ensuring timely and efficient resolution of technical issues. - Establish, monitor, and improve service-level agreements (SLAs) to ensure high customer satisfaction. - Act as the escalation point for complex technical issues and coordinate resolutions with appropriate teams. - Develop and implement IT support policies, procedures, and documentation. - Identify and resolve recurring technical issues by analysing trends and implementing proactive measures. - Continuously improve support tools, workflows, and technologies to enhance efficiency. - Maintain a strong understanding of the organisations IT systems and infrastructure to provide hands-on support when needed. - Ensure systems and tools used by the IT support team are up to date and operational. - Work closely with other IT departments and stakeholders to ensure alignment with organisational goals. - Maintain responsibility for the Asset Register, ensuring it is kept up to date with all new starters and leavers. - Collaborate on IT projects, providing insights and resources for successful implementation. - Generate and analyse reports on support team performance, customer satisfaction, and ticket resolution metrics. - Control all asset management software ensuring that starters/leavers are amended in a timely manner. - Present insights and recommendations to the IT Director. - Manage on-call schedule to ensure round-the-clock support for critical incidents. - Serve as the escalation point during on-call periods, coordinating resources and actions to resolve urgent issues. - Build and deliver monthly board report contributions for the support remit.