* Blend leadership, continuous improvement & operational optimisation
* Play a key role in uplifting IT capability & strategy
Overview
We are partnering with a not for profit who are seeking an IT Support Manager. This role is responsible for leading and uplifting IT support services across a complex, multi site environment. You will oversee the delivery of reliable, high quality IT services, ensuring systems, processes, and teams operate efficiently to support business outcomes. You will lead a local support team while also overseeing an offshore service desk function, ensuring consistent service delivery across a 24/7 support model.
Working within a broader technology function, you will play a critical role in improving operational capability, enhancing service delivery, and contributing to the evolution of technology services. The position combines leadership, service management, vendor engagement, and continuous improvement, with a strong focus on delivering outcomes across multiple digital and operational streams.
About the Role
* Lead IT support operations, including service desk, field support, and third-party providers
* Act as the escalation point for complex issues while ensuring system availability and performance
* Drive continuous improvement across processes, tools, and service delivery outcomes
* Oversee IT service management practices, including change processes and service standards
* Manage vendor relationships, service performance, and cost efficiency initiatives
* Lead, mentor, and develop a team while building strong stakeholder relationships
* Manage, mentor, and develop a team of IT professionals, fostering capability and performance growth while identifying and implement cost efficiencies and operational improvements across IT services.
About You
* Proven experience leading IT support or service delivery teams including IT change management and governance processes, along with strong knowledge of IT service management frameworks (e.g. ITIL)
* Strong experience in incident and critical incident management within a 24/7 or high-availability environment
* Technical expertise in supporting and optimising highly available systems to minimise downtime and prompt issue resolution
* Experience managing vendors and stakeholder relationships effectively along with organisational, analytical, and problem-solving abilities
* Strong understanding of Microsoft environments (Azure, Windows, and broader Microsoft stack)
* Relevant qualifications in Information Technology, with ITIL certification is essential
* Knowledge of project management methodologies (e.g. Agile, PRINCE2, PMBOK)
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