IT Support Manager in Wales

We are seeking a proactive and experienced IT Support Manager to lead the delivery of IT services across the business. This is a hands‑on management role responsible for overseeing day‑to‑day support operations, driving service improvements, managing IT projects, and ensuring that systems, people, and processes work together effectively. The successful candidate will combine strong technical knowledge with leadership, planning, stakeholder management, and a commitment to service excellence. This role is ideal for someone who can manage support performance while also contributing to IT strategy, infrastructure improvements, and digital transformation.

Key Responsibilities

• Lead and coordinate the IT support function, ensuring effective delivery of 1st and 2nd line support services.
• Act as the main escalation point for complex technical issues, service incidents, and priority requests.
• Manage ticket queues, monitor workloads, prioritise issues, ensuring timely resolution in line with SLAs.
• Oversee service performance, identify recurring issues, and implement long‑term improvements to reduce incidents and improve user experience.
• Supervise and support junior IT staff or external providers where applicable, ensuring service quality and professional development.
• Plan, coordinate, and deliver IT projects including hardware refreshes, system upgrades, infrastructure improvements, and software rollouts.
• Work closely with senior stakeholders to gather requirements, define priorities, and deliver IT solutions that support business goals.
• Maintain oversight of IT systems including Windows environments, Active Directory, Microsoft 365, networking, endpoint management, and remote support tools.
• Lead deployment activities using tools such as WDS, MDT, and PDQ to ensure efficient device setup and standardisation.
• Manage hardware and software lifecycle processes, including procurement, warranties, replacements, and vendor coordination.
• Develop and maintain IT policies, procedures, and documentation to support consistent and scalable service delivery.
• Monitor risks, service issues, and upcoming changes, and escalations or resolve them in a timely and professional manner.
• Support business continuity, system resilience, and operational readiness through proactive planning and maintenance.
• Use AI tools and automation where appropriate to improve efficiency, enhance documentation, and reduce manual workloads.
• Contribute to digital initiatives, including basic support for web content, marketing systems, or internal digital tools where required.

Technical Skills and Experience

• Proven experience in IT support, service delivery, or infrastructure support, ideally at a senior level.
• Strong working knowledge of Windows 10/11 and Windows Server environments.
• Practical experience with Active Directory, Group Policy, Microsoft 365, Teams, Exchange, SharePoint, and OneDrive.
• Experience with remote support tools such as AnyDesk, TeamViewer, or Microsoft Quick Assist.
• Good understanding of networking, including IP configuration, connectivity issues, local network troubleshooting, and ISP‑related fault handling.
• Experience using deployment and management tools such as WDS, MDT, and PDQ Deploy.
• Familiar with Freshservice, or another ITSM/ticketing platform, including logging, categorising, updating, and managing tickets effectively.
• Strong ability to troubleshoot hardware, software, and user issues across multiple systems and vendors.
• Confident use of Excel and other administrative tools for reporting, tracking, and service management.
• Beginner‑intermediary knowledge in any ERP software.

Leadership and Management

• Ability to manage service delivery and maintain a strong focus on customer satisfaction.
• Experience coordinating priorities across multiple stakeholders, departments, and external suppliers.
• Confident in handling escalations, service risks, and time‑sensitive operational issues.
• Ability to support and guide others, share knowledge, and build a culture of accountability and continuous improvement.
• Strong organisational and communication skills, with the ability to work effectively with both technical and non‑technical stakeholders.

Desirable Skills

• Experience in IT project management or service transition.
• Familiarity with budgeting, procurement, and licensing processes.
• Basic understanding of digital marketing tools such as email campaigns, social media scheduling, or Google Ads.
• Basic web editing or CMS experience, including WordPress, Wix, or Shopify.
• Interest in automation, AI adoption, and improving business processes through technology.
• Six Sigma certification, any level.

Essential Requirements

• Full UK driving licence and access to a car.
• Willingness to travel to customer locations, remote offices, or other business sites as required.
• Ability to work independently and take ownership of priorities and outcomes.