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For Companies At a Glance
- Tasks: Lead global IT service delivery and manage a dynamic support team.
- Company: Join a forward-thinking organisation focused on agility and technical excellence.
- Benefits: Enjoy a competitive salary, comprehensive benefits, and a bonus package.
- Why this job: Shape the future of global IT operations in a fast-paced, impactful role.
- Qualifications: 3+ years in IT leadership, hands-on infrastructure support, and strong coaching skills required.
- Other info: This is a strategic role with opportunities for growth and innovation.
The predicted salary is between 40000 - 48000 £ per year.
On-site role - £50,000–£60,000 + comprehensive benefits package including bonus.
Are you a hands-on technical leader with a passion for service excellence and operational precision? Do you thrive in fast-paced, globally distributed environments, and bring flexibility, resilience, and a strong customer-centric mindset to everything you do? We have an excellent opportunity for an experienced IT Service & Infrastructure Support Manager to join a dynamic and ambitious IT team. This is a high-impact, globally scoped role where no two days are the same. You'll be leading service delivery across continents, time zones, and technologies — ensuring systems and services run like clockwork while driving innovation and operational excellence at scale.
What You’ll Be Doing:
- Leading the day-to-day global IT service desk across multiple shift patterns, ensuring smooth operations and first-class service for end users worldwide.
- Managing and coaching a distributed, entry-level IT team — many new to the industry — providing hands-on training in both technical and customer service excellence.
- Acting as a technical anchor while setting strategy — staying close to the tools and technologies that drive our infrastructure (including M365, Azure, Active Directory, Teams, and SharePoint).
- Troubleshooting and supporting issues across desktop environments, including login issues, internet connectivity, and multi-factor authentication.
- Driving ITIL best practices — not just in theory, but by building out and leading service management processes; experience with ServiceNow (or similar tools) and ITSM consolidation is a significant bonus.
- Delivering timely and meaningful service reporting — including voice of the customer, process performance, ticket resolution times, and operational metrics.
- Maintaining face time and support coverage across shift patterns and time zones to ensure your team is engaged, supported, and aligned.
- Leading infrastructure and IT service projects — defining scope, building delivery plans, and collaborating across departments to leverage shared resources and drive outcomes.
- Partnering with business leaders to align IT service delivery with strategic goals.
- Collaborating with InfoSec and compliance teams to manage risk and ensure regulatory alignment.
- Building strong vendor relationships to ensure high-quality service delivery.
What You’ll Bring:
- A strong background in IT operations with at least 3 years in a leadership role within a global, multi-site environment.
- Hands-on experience with infrastructure support, particularly M365, Teams, SharePoint, networking, virtualization, storage, and desktop troubleshooting.
- Demonstrated ability to coach and develop junior team members, with a focus on continuous improvement in both technology and service delivery.
- Proven success in leading and implementing ITIL processes and driving adoption of service management tools.
- Strong project management capabilities — able to define, plan, and deliver projects while influencing and coordinating across teams.
- Excellent communication and stakeholder management skills at all levels of the business.
- Analytical mindset with a focus on data-driven service improvement.
- ITIL v4 Foundation or Managing Professional required; PMP/Prince2 and vendor-specific certifications are advantageous.
- Flexible, proactive, and comfortable working in a fast-moving, always-on global environment.
Why This Role?
This is not just another IT management role. It’s a strategic leadership opportunity with real scope to shape the future of global IT operations. You'll join a forward-thinking organisation that values agility, empowerment, and technical excellence. If you’re ready to lead from the front, roll up your sleeves, and drive impact across borders, this is the role for you.
IT Service & Infrastructure Support Manager employer: Eden Scott
Contact Detail:
Eden Scott Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service & Infrastructure Support Manager
✨Tip Number 1
Familiarise yourself with ITIL best practices and be prepared to discuss how you've implemented them in previous roles. This will show your understanding of service management processes, which is crucial for the position.
✨Tip Number 2
Highlight your experience with tools like ServiceNow or similar ITSM platforms. Be ready to share specific examples of how you've used these tools to improve service delivery and operational efficiency.
✨Tip Number 3
Demonstrate your leadership skills by preparing examples of how you've coached and developed junior team members. This role requires a strong focus on team development, so showcasing your mentoring abilities will set you apart.
✨Tip Number 4
Be prepared to discuss your project management experience, particularly in defining and delivering IT service projects. Highlight any successful collaborations across departments that led to improved outcomes, as this aligns with the role's requirements.
We think you need these skills to ace IT Service & Infrastructure Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT operations and leadership roles. Emphasise your hands-on experience with M365, Teams, SharePoint, and any ITIL processes you've implemented.
Craft a Compelling Cover Letter: In your cover letter, express your passion for service excellence and operational precision. Mention specific examples of how you've led teams and improved service delivery in previous roles.
Showcase Your Leadership Skills: Highlight your ability to coach and develop junior team members. Provide examples of how you've successfully managed distributed teams and driven continuous improvement in technology and service delivery.
Demonstrate Your Project Management Experience: Include details about projects you've led, focusing on your project management capabilities. Discuss how you defined scope, built delivery plans, and collaborated across departments to achieve outcomes.
How to prepare for a job interview at Eden Scott
✨Showcase Your Technical Expertise
Be prepared to discuss your hands-on experience with the technologies mentioned in the job description, such as M365, Azure, and SharePoint. Highlight specific examples of how you've successfully managed IT operations and resolved complex issues.
✨Demonstrate Leadership Skills
Since this role involves managing a distributed team, share your experiences in coaching and developing junior team members. Discuss how you foster a culture of continuous improvement and service excellence within your teams.
✨Emphasise Your Project Management Experience
Prepare to talk about your project management capabilities, including defining scopes and delivering projects. Use examples that illustrate your ability to influence and coordinate across different teams to achieve successful outcomes.
✨Align with Company Values
Research the company’s values and mission. During the interview, express how your personal values align with theirs, particularly around agility, empowerment, and technical excellence. This will show that you're not just a fit for the role, but also for the company culture.
