IT Business Support Manager

The IT Business Support (BSG) team are responsible for providing 1st & 2nd Line technical support services and guidance to the business users of the IT systems and applications.

Application Deadline: 31 March 2026

Department: IT

Location: London

Responsibilities:

• Lead, monitor & motivate the IT BSG team to achieve the team and individual objectives and KPI’s.
• Plan, assign and monitor the workload, tasks and performance of the IT BSG team.
• Provide feedback and recognition to the team through regular 121’s and appraisals.
• Ensure staffing levels are maintained through the regular shift rota and on-call rota.
• Enhance team skills by delivering continuous training and development.
• Effectively prioritise work in line with internal Service Level Agreements, internal Key Performance Indicators, Objectives and adhoc management requests.
• Take ownership of and ensure all high priority Incidents / Requests are escalated to the senior management team as soon as they are identified.
• Be an escalation point for staff escalations and complaints & manage them through to remediation keeping the user informed of updates.
• Identify & raise Problems and communicate / escalate these via the appropriate channels.
• Assist team in resolving 1st / 2nd Line Technical issues; providing guidance & signposting for resolution.
• Formulate and / or re-engineer IT BSG processes, knowledgebase articles, how-to-guides & procedures to maximise operational efficiency using the ITIL framework.
• Prepare and present reports & statistics on IT BSG team activities and performance and provide input and feedback to senior management.
• Identify and implement opportunities for cost reduction and service improvement, including inventory, vendor management and procurement activities for desktop hardware and software.
• Suggest service & tool improvements to the Senior Management Team for the benefit of all staff.
• Provide timely evidence for all Audit related information requests.

Working pattern: Monday to Friday, 8am to 6pm (excluding Bank Holidays) plus on-call requirements, rota’ed evenings & weekends when necessary.

Essential Skills & Experience:

• ITIL Foundation or experience of working in an ITIL environment.
• Experience utilising processes for Incident Management, Request Fulfilment & Problem Management.
• Technical skills and experience in supporting various IT systems and applications, such as Windows OS, Active Directory, Intune, JAMF, Telephony and our current ITSM Tool, ServiceNow.
• Deep commitment to and passion for Continual Service Improvement.
• Ability to communicate at all levels; strong written and verbal communication skills.
• Able to produce clear and concise how-to guides, instructions and procedure documents.
• Ability to communicate clearly over the phone or face-to-face and maintain IT’s commitment to excellent customer service.
• Ability to build & maintain a strong rapport with both business users and internal team members.
• Ability to understand & articulate solutions; be able to propose solutions to business problems.
• Uses own initiative to take responsibility of workload; can pro-actively complete allocated tasks.
• Well-organised approach to work planning, time allocation to tasks and a flexible approach to daily routines to deliver the desired results.
• Positive ‘can-do’ attitude; is a team player, is helpful, friendly, collaborative & approachable.
• Fast and efficient learner; wants to learn more and self-develop.
• Can adapt quickly in a fast-paced ever-changing environment.
• Ability to stay calm under pressure.
• Maintains a confident & professional presence, has a strong work ethic and produces high-quality work.
• Self-motivated to advance own knowledge & gain formal qualifications.

Desirable:

• Experience of working in an internally & externally audited and compliant environment.
• Bachelor’s Degree in Information Security, Computer Science, IT or similar.
• Management & Leadership Training or Certifications.
• ITIL Foundation, Specialist, Strategist or Leader Certifications.
• Service Desk Institute Training or Certifications.
• Technical qualifications such as Microsoft or CompTIA etc.

The Lancashire Way:

At Lancashire, we believe our culture sets us apart. The way we behave and approach our work day-to-day is what makes us unique and creates a positive experience for our people, business partners and other stakeholders. Honesty and integrity in all we do is a given and The Lancashire Way reflects our true character and spirit.

• Straight-talking: We feel empowered to share thoughts and ideas, because everyone’s voice matters.
• Collaborative: We work together towards common goals, share knowledge and support each other.
• Hard-working: We all have a stake in the company’s success and are proactive in contributing to our goals and vision.
• Responsible: We focus on achieving tangible results with consistent standards across the Group.
• Positive: We engage with brokers, clients, communities, stakeholders and colleagues professionally and passionately as proud ambassadors of Lancashire.