Job Description
IT Service & Infrastructure Support Manager (Global Role)
On-site role - £50,000–£60,000 + comprehensive benefits package including bonus
Are you a hands-on technical leader with a passion for service excellence and operational precision? Do you thrive in fast-paced, globally distributed environments, and bring flexibility, resilience, and a strong customer-centric mindset to everything you do?
We have an excellent opportunity for an experienced IT Service & Infrastructure Support Manager to join a dynamic and ambitious IT team. This is a high-impact, globally scoped role where no two days are the same. You'll be leading service delivery across continents, time zones, and technologies — ensuring systems and services run like clockwork while driving innovation and operational excellence at scale.
What You’ll Be Doing:
* Leading the day-to-day global IT service desk across multiple shift patterns, ensuring smooth operations and first-class service for end users worldwide.
* Managing and coaching a distributed, entry-level IT team — many new to the industry — providing hands-on training in both technical and customer service excellence.
* Acting as a technical anchor while setting strategy — staying close to the tools and technologies that drive our infrastructure (including M365, Azure, Active Directory, Teams, and SharePoint).
* Troubleshooting and supporting issues across desktop environments, including login issues, internet connectivity, and multi-factor authentication.
* Driving ITIL best practices — not just in theory, but by building out and leading service management processes; experience with ServiceNow (or similar tools) and ITSM consolidation is a significant bonus.
* Delivering timely and meaningful service reporting — including voice of the customer, process performance, ticket resolution times, and operational metrics.
* Maintaining face time and support coverage across shift patterns and time zones to ensure your team is engaged, supported, and aligned.
* Leading infrastructure and IT service projects — defining scope, building delivery plans, and collaborating across departments to leverage shared resources and drive outcomes.
* Partnering with business leaders to align IT service delivery with strategic goals.
* Collaborating with InfoSec and compliance teams to manage risk and ensure regulatory alignment.
* Building strong vendor relationships to ensure high-quality service delivery.