Technology Support Manager (Ref: 197278)
We are currently recruiting for a Technology Support Manager to join a leading organisation within the sports industry. This is an exciting opportunity to lead a high-performing Technology Support function, ensuring the delivery of a reliable, customer-focused service across a fast-paced, technology-driven environment.
You'll play a key role in leading Service Desk operations, driving service excellence, and continuously improving support processes that underpin both day-to-day business operations and major live events.
What you'll be doing:
- Leading and developing the Service Desk team, providing day-to-day leadership, coaching and performance management
- Managing the daily operation of the Service Desk, ensuring tickets are prioritised, allocated and resolved within agreed SLAs
- Overseeing Level 1 and Level 2 support, ensuring efficient triage, escalation and resolution of technical issues
- Coordinating incident management activities, including major incidents, with clear communication to stakeholders throughout
- Driving adherence to ITIL service management processes across incident, problem, change and knowledge management
- Producing service performance reports, monitoring KPIs and identifying opportunities for continuous improvement
- Working closely with internal teams and third-party suppliers to ensure timely resolution of support requests
- Maintaining service documentation, hardware inventories and operational processes to support an efficient service environment
- Supporting technology operations during live events and ensuring the team is fully prepared for business-critical activities
What they're looking for:
- Experience leading a Service Desk or IT Support function within a fast-paced enterprise environment
- Proven people management experience, with the ability to coach, mentor and develop high-performing support teams
- Strong understanding of ITIL service management principles and experience applying them in practice
- Experience using ITSM platforms to manage ticket workflows, prioritisation and escalations
- Strong incident management experience with the ability to coordinate technical teams during major incidents
- Excellent stakeholder management and communication skills across technical and non-technical audiences
- Experience working with third-party suppliers to deliver high-quality support services
- Strong organisational skills with the ability to manage competing priorities while driving continuous service improvements
- Experience supporting Microsoft 365, endpoint management or modern workplace technologies would be advantageous
Why apply?
- Join a highly respected organisation operating at the forefront of the sports industry
- Lead a critical Technology Support function with real influence across the wider business
- Play a key role in driving service excellence and continuous improvement
- Work within a collaborative technology team supporting business-critical systems and live event operations
- Gain exposure to a broad range of technologies while helping shape the future of IT service delivery in a dynamic sporting environment
Technology Support Manager (Ref: 197278) employer: Forsyth Barnes
Forsyth Barnes is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As the Head of Delivery, you will not only lead transformative projects in critical sectors like Utilities and Energy but also benefit from extensive professional development opportunities and a competitive salary package. Join us to make a meaningful impact while working alongside talented professionals in a supportive environment.
