Posted: 15 June
The role
Job Description
IT Support Manager
Location: Central London
Salary: Up to £60,000
Initially 4 days onsite (moving to hybrid)
Dress code: Smart casual
OverviewMy client is looking for an experienced and hands-on IT Support Manager to take ownership of their day-to-day IT support function. This is a fantastic opportunity to shape the role, lead support operations, and play a key part in improving service delivery across the business.
Working closely with the Head of IT, you’ll act as the senior escalation point while driving continuous improvements and supporting key IT and cyber initiatives.
Key Responsibilities
- Take full ownership of the IT support function, ensuring a high-quality, responsive service
- Act as the senior escalation point for complex technical and deskside issues
- Manage relationships with MSPs and third-party providers
- Oversee support workloads, priorities, and SLAs
- Ensure adequate support coverage and team resilience
- Provide hands-on, in-office support (hardware, software, networking)
- Support business-critical applications and troubleshoot issues effectively
- Contribute to key IT projects, including Practice Management system transitions
- Support cyber initiatives including Cyber Essentials
- Maintain and improve IT documentation and processes
- Deliver user training and promote IT best practices
- Identify and implement service and process improvements
Skills & Experience
- Strong background in IT support within a professional services environment (legal highly desirable)
- Experience in a senior/lead support role with supervisory or people management exposure
- Proven ability to manage escalations and business-critical systems
- Experience with AV support
- Exposure to technologies such as Intune, BigHand, DocuSign, or document/practice management systems is advantageous
- Strong troubleshooting, analytical, and communication skills
- Previous service desk and supplier management experience
- Background in first/second line support at a senior level
Personal Attributes
- Confident decision-maker with a calm, pragmatic approach
- Strong ownership and accountability
- Able to balance hands-on technical work with team oversight
- Professional and credible with senior stakeholders
- A natural mentor who enjoys developing others
- Resilient under pressure with excellent prioritisation skills
- Discreet and trustworthy with sensitive information
- Flexible, proactive, and solutions-focused
What’s on Offer
- Salary up to £60,000
- Opportunity to shape and develop the support function
- Involvement in exciting IT and cyber projects
- Clear pathway to broaden responsibility and impact
- Flexible working (initial onsite expectation reducing over time)
