Hackajob Northampton, England, United Kingdom
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hackajob Northampton, England, United Kingdom
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hackajob is collaborating with Simply Business to connect them with exceptional tech professionals for this role.
Here’s What You’ll Be Doing
As an IT Support Manager you will lead our dedicated IT support team. In this role, you'll be responsible for ensuring the efficient and effective delivery of IT support services to over 1000 colleagues globally, who are our valued internal customers. You'll maintain high levels of user satisfaction, continuously improve our support processes, and play a crucial role in building a reliable and user-friendly IT environment that empowers our team to succeed. You'll also own our Freshservice ITSM platform, manage part of the IT budget, drive key roadmap objectives, and bring extensive experience in Change, Incident, and Problem Management. Reporting directly to the BizOps Manager, you'll bring the perfect blend of interpersonal skills and strong technical finesse in a modern cloud environment, comfortable dealing with stakeholders at all levels.
As Our IT Support Lead, You’ll
* Lead a global team of IT Support and Service Desk Engineers, fostering a culture of continuous learning and exceptional customer service.
* Own and optimise our Freshservice ITSM platform, leveraging its capabilities for extensive automation, improved efficiency, and enhanced user experience.
* Drive excellence in Change, Incident, and Problem Management, implementing best practices to ensure seamless IT operations.
* Manage a crucial part of the IT budget for support tools, hardware, and services, demonstrating strong budgeting and procurement skills.
* Deliver on key strategic roadmap objectives, contributing to the overall IT strategy and identifying areas for innovation within support.
* Act as an escalation point for complex technical issues, providing hands-on support and troubleshooting in a modern cloud environment.
We’re Looking For Someone Who Is
* An experienced leader with 10+ years in IT support and at least 5 years managing global teams supporting a large user base.
* A master of ITSM processes, with extensive experience in Change, Incident, and Problem Management.
* Technically adept with strong finesse in a modern cloud environment, comfortable supporting cloud-based applications and infrastructure.
* A strategic thinker with a proven track record of delivering key roadmap objectives through effective team leadership.
* An exceptional communicator who can comfortably engage stakeholders at all levels, from end-users to senior leadership.
* Customer-centric, dedicated to providing excellent service and continuously improving the overall user experience.
Our Tech Stack
* Operating Systems: Windows, macOS, ChromeOS, Linux
* Cloud: AWS, Azure and GCP
* Networking: VMware SD-WAN, Mist WiFi, Meraki LAN, Netskope SASE
* End-User Device Management: Microsoft Intune, JAMF, Google Workspace, Omnissa Workspace One
* Identity & Access Management: Okta, Google Workspace SSO, SAML, OIDC and SCIM integrations, EntraID
* Collaboration: Google Workspace, Zoom, Slack
* Automation/IaC: GitHub, PowerShell, Bash, Python, Terraform
* Patching: Automox, Nudge, Autopatch
(We know it’s tough, but please try to avoid the confidence gap. You don’t have to match all the bullet points above to be considered for this role.)
We encourage people of all different backgrounds and identities to apply. We are committed to maintaining an inclusive, supportive place for you to be you and do your very best work.
If you're a seasoned IT professional eager to make a tangible impact, elevate a global support function, and work at the cutting edge of cloud technology, this is your chance to shine. Join us and help shape the future of IT for a thousand-strong, dynamic workforce, where your technical leadership and problem-solving prowess will directly drive our success. Apply today.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Software Development
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