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For Companies At a Glance
- Tasks: Lead and manage IT support teams, ensuring high-quality service delivery.
- Company: Join Emeria, a leader in age-inclusive employment, dedicated to diversity and excellence.
- Benefits: Enjoy competitive salaries, exclusive discounts, and comprehensive training support.
- Why this job: Be part of a dynamic team focused on customer satisfaction and continual improvement.
- Qualifications: Bachelor's degree in IT or related field; ITIL certification required.
- Other info: Flexible working hours and a commitment to diversity in hiring.
The predicted salary is between 36000 - 60000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Location: London
Hours: 35 hours per week - Monday to Friday
The purpose of the IT Support Manager role is to lead and manage the IT Service Desk (1st line support) and End User Services teams (2nd and 3rd line support), ensuring the delivery of high-quality IT support services across the organisation. The role is responsible for achieving service level targets, improving operational processes, and aligning support operations with ITIL service management standards, particularly within the Service Operation and Continual Service Improvement (CSI) lifecycle stages.
Main Responsibilities
- Team Leadership: Manage and develop the IT Service Desk (1st line) and End User Services (2nd/3rd line), fostering a high-performing, customer-focused support team.
- Service Operations Management: Oversee day-to-day support activities, ensuring effective handling of incidents, service requests, access provisioning, and proactive event monitoring.
- SLA & Performance Management: Monitor service levels across calls and tickets, ensuring KPIs such as call answer rate, speed of answer, response times, and resolution times are consistently met.
- Process Ownership: Lead the operation and continuous improvement of key service support processes, ensuring consistency, efficiency, and alignment with business needs.
- Customer Experience & Escalations: Champion a user-focused support culture, managing escalations effectively and driving improvements in customer satisfaction.
- Continual Service Improvement: Identify trends, recurring issues, and opportunities for improvement, delivering initiatives that enhance service quality and reduce incident volumes.
- Operational Reporting: Produce and present regular reports on support performance, SLA compliance, resource utilisation, and service trends to stakeholders.
- Toolset & Knowledge Management: Ensure effective use of ITSM tools, maintain accurate documentation, and promote a strong internal knowledge-sharing culture.
Experience
- IT Service Management: Proven experience managing IT support teams with strong knowledge of ITIL principles.
- Team Leadership: Experience leading multi-level support teams (1st, 2nd, and 3rd line) and driving performance through KPIs.
- Service Desk Operations: Track record of managing service desk functions with a focus on SLAs, first-time fix, and user satisfaction.
- ITIL Process Implementation: Hands-on experience managing or improving ITIL-aligned processes such as Incident, Problem, Request, and Access Management.
- Reporting & Metrics: Strong understanding of service reporting, including SLA adherence, ticket analytics, and continual improvement tracking.
- Technical Understanding: Familiarity with Microsoft technologies, endpoint management, user access control, and ITSM platforms.
- Stakeholder Management: Ability to work with technical teams, end users, and senior management, with strong communication and collaboration skills.
Qualifications
- Education & Certifications: Bachelor's degree in IT, Computer Science, or related field.
- ITIL Certification: ITIL Foundation (v3 or v4) is essential; Practitioner or Intermediate levels are desirable.
- Leadership & Communication: Strong leadership, people management, and communication skills with a customer-focused mindset.
- Additional Certifications (Desirable): Microsoft 365 Certified: Modern Desktop Administrator, or related certifications in desktop or endpoint support.
The Benefits
Our customers deserve the best and the same applies to our people. We'll support you with all of the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages. In addition to the core benefits, we also offer a range of exclusive discounts on extra benefits to help you and your family make the most of your money, safeguard your future and look after your health.
Diversity
We're committed to promoting diversity at Emeria and recruit on merit. We will consider applications from job share applicants.
Ready to Apply?
Click the below apply button to start your application for this role. We will ask you to upload your CV and answer a few questions. If you meet the criteria for the role we'll be in touch to arrange a short telephone interview and our shortlist of candidates will be invited to attend interviews with the hiring manager and up to three other key stakeholders.
IT Support Manager employer: Emeria UK
Contact Detail:
Emeria UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Manager
✨Tip Number 1
Familiarise yourself with ITIL principles, especially those related to service operations and continual service improvement. Being able to discuss how you've applied these principles in your previous roles will demonstrate your expertise and alignment with our expectations.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed multi-level support teams. Highlight specific KPIs you’ve improved and how you fostered a customer-focused culture within your team.
✨Tip Number 3
Be ready to discuss your experience with service desk operations, particularly around SLAs and user satisfaction. Prepare metrics or reports that illustrate your success in these areas, as they will be crucial in demonstrating your fit for the role.
✨Tip Number 4
Understand the technical requirements of the role, especially regarding Microsoft technologies and ITSM platforms. Being able to articulate your familiarity with these tools will set you apart from other candidates.
We think you need these skills to ace IT Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support management, particularly focusing on your knowledge of ITIL principles and your ability to lead multi-level support teams. Use specific examples that demonstrate your achievements in service desk operations and performance management.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership skills and customer-focused mindset. Mention how your previous experiences align with the responsibilities of the IT Support Manager role, such as improving operational processes and enhancing customer satisfaction.
Highlight Relevant Certifications: Clearly list your educational qualifications and any relevant certifications, especially your ITIL certification. If you have additional certifications like Microsoft 365 Certified, make sure to include those as well, as they can set you apart from other candidates.
Prepare for Questions: Anticipate questions related to your experience with service level agreements (SLAs) and your approach to continual service improvement. Be ready to discuss specific metrics you've used to measure success in previous roles and how you’ve managed escalations effectively.
How to prepare for a job interview at Emeria UK
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of ITIL principles during the interview. Be prepared to discuss how you've implemented ITIL processes in previous roles, particularly in Incident, Problem, and Request Management.
✨Demonstrate Leadership Skills
As an IT Support Manager, you'll need strong leadership abilities. Share examples of how you've successfully managed multi-level support teams, focusing on how you fostered a high-performing, customer-focused environment.
✨Prepare for Performance Metrics Discussion
Be ready to talk about your experience with service level agreements (SLAs) and key performance indicators (KPIs). Discuss specific metrics you've monitored and how you've driven improvements in service desk operations.
✨Emphasise Customer Experience
Customer satisfaction is crucial in this role. Prepare to share instances where you've effectively managed escalations and improved user experiences, demonstrating your commitment to a user-focused support culture.
