IT Support Manager

- Lead the team, ensuring that customers always receive exemplary service. - Log, investigate, and resolve customer requests, progressing them in line with defined SLAs while keeping the customer fully up to date. - Create and distribute internal and external reports. - Monitor the service desk system to ensure tickets are correctly logged, prioritised, and handled within SLA. - Write and maintain documentation that aids support and the customer, such as FAQs, troubleshooting guides, and Knowledge base articles. - Proactively identify ways to improve processes and enhance the customer experience. - Work closely with the Development Team to engage and understand the creation of Technical Specifications and features, ensuring this is reflected in pre-configuration and documentation. - Cover out of hours on call work on a scheduled basis.