We’re seeking an experienced IT Support Team Manager to oversee and support our IT helpdesk team and support function, ensuring timely, effective, and professional service to our organisation.
In this role, you’ll take the lead on day-to-day support operations and internal IT projects, manage escalations, and provide guidance to ensure best practices in troubleshooting and user support. You'll also collaborate with other IT team members to improve processes and support system upgrades, making sure our team meets both technical and customer service standards. This position requires excellent communication skills, leadership abilities, and a strong background in IT support.
The primary duties will be working with a Managed Service Provider (MSP) and Group IT to ensure the IT estate in the UK meets the current needs of the UK business. With strong infrastructure knowledge, you will be involved in technical projects and will ensure the projects are executed to a high standard with required documentation and governance.
Throughout the IT service desk lifecycle, the postholder will be a point of contact with the end-users, overseeing and building complete process ownership around IT support, systems, processes, and technical resolutions.
The demanding role calls for excellent customer service skills, encompassing our customer service ethos across our IT support functions. With a broad range of technical IT knowledge, the postholder will be capable of dynamically supporting the team and must have a real hands-on approach.
Key objectives:
1. Lead and mentor the IT support team, handling daily operations and escalated issues.
2. Lead, manage, and coordinate internal IT projects.
3. Deliver high-quality, user-centric customer service and maintain support standards.
4. Identify areas for process improvement and collaborate with other team members.
5. Oversee documentation, training, and team performance metrics.
6. Develop and maintain internal IT procedures and standards.
7. Monitor and develop IT service levels.
8. Interface across the business to develop a continuous improvement strategy.
9. Contribute and influence the IT strategy.
10. Deliver third-hand IT support, handling escalated calls.
11. Deliver value from partnership with technology suppliers.
12. Support the development of continuity plans.
13. Ensure our systems and business data are secure and have the appropriate backup solutions.
14. Research new technologies and proactively make product selection recommendations.
15. Oversee contract and license management for the IT systems, users, and software.
16. Take ownership of Microsoft Office 365.
Bauder is known as the market leader in the UK for flat roofing manufacturers and our IT team is an integral part of our daily operations. In today’s digital age, we are committed to delivering operational excellence and fostering a strong customer service ethos within our team. Ensuring our colleagues are equipped with the tools and high-quality support they need to thrive.
Innovation plays a key role in our continued overall business success; our mission goes beyond maintaining and upgrading systems – we aim to optimise and leverage technology to achieve a competitive advantage.
The IT environment at Bauder is fast-paced, dynamic, and highly rewarding. We take pride in our fantastic team culture, where collaboration and mutual support are paramount.
In this role, you’ll work closely with me to provide essential IT support across the business, whilst contributing to the broader IT strategy. To succeed, you’ll need to be a team player with exceptional customer service skills and a proactive approach.
Joining our team of four, you’ll immediately notice the positive and collaborative atmosphere, and I will support you every step of the way as you grow and succeed in your role.
If this sounds like an exciting opportunity, I would love to hear from you! Get in touch to find out more.
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