IT Support Manager

Overview

As IT Support Manager you will lead the charity’s 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.

Responsibilities

• Lead the IT service desk and act as the senior escalation point for complex issues
• Oversee support for laptops, desktops, mobile devices, printers, Microsoft 365 and workplace apps
• Own the support model for workplace, meeting and events technology including Teams Rooms
• Coordinate internal teams and suppliers to support meetings, events and hybrid work environments
• Manage device lifecycle, onboarding/offboarding and asset management
• Drive continual improvement via service reporting, user feedback, documentation and root-cause analysis
• Manage day-to-day technology supplier relationships, escalations, renewals and service performance
• Provide coaching and support to a Support Desk Analyst

Key requirements

• Experience managing or acting as a senior escalation point within an IT service desk or end-user support
• Strong 1st/2nd line support experience in a Microsoft environment (Teams, SharePoint, OneDrive, Windows) including account administration
• Experience with Microsoft Teams Rooms, Q-SYS, room booking systems, hybrid meeting spaces or integrated workplace AV
• Experience managing incidents, requests, escalations, SLAs and continual improvement
• Experience supporting laptops, desktops, mobile devices, printers and workplace applications
• Strong customer service, communication and stakeholder management skills
• Charity or public sector experience is preferred

• customer service
• communication
• stakeholder management
• Microsoft 365
• Teams
• SharePoint

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