Overview
We are looking for an experienced Technology Support Manager for a four-month contract. The successful candidate will oversee day-to-day IT and desktop support, manage relationships with a Managed Service Provider (MSP), and drive service improvement initiatives. This hybrid role will involve both on-site and remote work, focusing on enhancing the end-user technology experience while strengthening operational processes and governance.
Responsibilities
- Provide first and second-line IT and desktop support across various devices and platforms.
- Act as the senior escalation point for IT issues, ensuring a responsive support service.
- Establish and manage an internal IT support desk for technology requests.
- Implement ITIL-aligned processes for incident, request, problem, and change management.
- Oversee the relationship with the Managed Service Provider, managing service delivery and performance.
- Improve onboarding and offboarding processes for employees, focusing on automation.
- Support security governance activities in line with ISO 27001 and Cyber Essentials Plus.
- Monitor licensing, costs, and technology estate, identifying opportunities for efficiency.
Requirements
- Proven experience in IT support or desktop support management within a mid-sized organization.
- Strong hands-on background with Windows and Apple devices, and Microsoft 365 environments.
- In-depth knowledge of Microsoft 365, Entra ID, Intune, and related technologies.
- Experience managing Managed Service Providers and driving service improvements.
- Familiarity with ITIL practices and service management principles.
- Understanding of ISO 27001, Cyber Essentials, and IT security governance.
- Proactive approach to ownership and problem resolution.
- Excellent stakeholder management and communication skills.