Job Specification: Head of IT Support
Company: Global Payments Business (~250 Employees)
Location: Manchester
About the Role
We are seeking an experienced Head of IT Support to lead our clients global IT support function for a fast-growing payments business. The ideal candidate will have a strong background in managing IT support in a mid-sized company (~250 employees) and will be responsible for ensuring seamless IT operations across a globally distributed, BYOD (Bring Your Own Device) environment with a heavy reliance on Microsoft 365 (O365).
This role requires a hands-on leader who can balance strategic oversight with day-to-day support operations, ensuring high service levels, security compliance, and a great employee experience.
Key Responsibilities
IT Support & Operations Leadership
* Oversee the global IT support function, ensuring high-quality, responsive service for a distributed workforce.
* Manage and mentor a small IT support team (internal or outsourced) to deliver excellent end-user support.
* Develop and maintain IT support policies, SLAs, and knowledge bases.
* Ensure smooth onboarding/offboarding processes in a BYOD & O365 environment.
Microsoft 365 (O365) & BYOD Expertise
* Strong experience managing O365 environments, including Exchange Online, SharePoint, Teams, Intune, and Azure AD.
* Implement and enforce BYOD policies, ensuring security and compliance without compromising user experience.
* Troubleshoot complex O365 and endpoint (Windows/macOS/iOS/Android) issues.
* Experience with MDM (Mobile Device Management) solutions (e.g., Intune, Jamf) for securing BYOD devices.
Security & Compliance
* Work closely with InfoSec to enforce security policies, especially in a BYOD & remote-first environment.
* Ensure compliance with PCI-DSS (or other relevant standards) for IT support processes.
* Manage endpoint security, patch management, and access controls.
Vendor & Budget Management
* Manage relationships with IT vendors (e.g., MSPs, hardware/software providers).
* Assist in budgeting for IT support tools, licenses, and hardware where needed.
Continuous Improvement
* Identify and implement automation/self-service tools to improve efficiency.
* Stay updated on emerging IT trends relevant to mid-sized, fast-growing companies.
Required Experience & Skills
* 5+ years in IT support leadership, preferably in a company of ~100-300 employees (not large enterprise).
* Strong hands-on experience with O365 administration & BYOD environments.
* Experience supporting global, remote-first teams across multiple time zones.
* Knowledge of MDM solutions (Intune, Jamf, etc.) for securing BYOD setups.
* Familiarity with ITIL best practices (incident, problem, change management).
* Excellent communication skills – able to explain technical issues to non-technical users.
* Payments/fintech industry experience is a plus but not essential.