b Overview /b p As IT Support Manager you will lead the charitys technology support service, ensuring reliable and user-friendly IT across the organisation. You will drive the shift to a proactive, service-led, user-centred model and oversee day-to-day operations, incident handling, and supplier relationships. The role combines hands-on leadership with service improvement to enhance the end-user experience. You will work closely with cross-functional teams to enable hybrid meetings, device lifecycle management, and effective workplace technology. /p b Responsibilities /b ul li Lead the IT service desk and act as the senior escalation point for complex issues /li li Oversee support for laptops, desktops, mobile devices, printers, Microsoft 365 and workplace apps /li li Own the support model for workplace, meeting and events technology including Teams Rooms /li li Coordinate internal teams and suppliers to support meetings, events and hybrid work environments /li li Manage device lifecycle, onboarding/offboarding and asset management /li li Drive continual improvement via service reporting, user feedback, documentation and root-cause analysis /li li Manage day-to-day technology supplier relationships, escalations, renewals and service performance /li li Provide coaching and support to a Support Desk Analyst /li /ul b Key requirements /b ul li Experience managing or acting as a senior escalation point within an IT service desk or end-user support /li li Strong 1st/2nd line support experience in a Microsoft environment (Teams, SharePoint, OneDrive, Windows) including account administration /li li Experience with Microsoft Teams Rooms, Q-SYS, room booking systems, hybrid meeting spaces or integrated workplace AV /li li Experience managing incidents, requests, escalations, SLAs and continual improvement /li li Experience supporting laptops, desktops, mobile devices, printers and workplace applications /li li Strong customer service, communication and stakeholder management skills /li li Charity or public sector experience is preferred /li /ul ul li customer service /li li communication /li li stakeholder management /li li Microsoft 365 /li li Teams /li li SharePoint /li /ul
IT Support Manager employer: Global Resourcing
Ofgem is an exceptional employer, offering a dynamic work environment in London, Glasgow, or Cardiff, where flexibility and innovation are at the forefront of our culture. As the Head of Data and AI Platforms, you will not only lead cutting-edge projects that impact citizens' lives but also benefit from extensive professional development opportunities and a collaborative atmosphere that values your contributions. Join us to be part of a mission-driven team dedicated to harnessing data and AI for meaningful change while enjoying a competitive salary and comprehensive benefits.
