IT Support Manager
Confirmed on the employer's own hiring board on Oct 4, 2026. First seen by Alion on Oct 3, 2026.
Lead. Innovate. Elevate the Employee Experience.
Are you a passionate IT leader who thrives on solving complex challenges, building high-performing teams, and leveraging the latest technology to drive exceptional support experiences?
We're looking for an experienced IT Support Manager to lead our Group IT Support function and play a pivotal role in delivering world-class end-user support across the organisation. This is more than a traditional Service Desk leadership role. It's an opportunity to shape the future of IT support through AI, automation, analytics, proactive monitoring, and service excellence.
If you're a strategic thinker with strong operational expertise, a customer-first mindset, and a passion for continuous improvement, we'd love to hear from you.
What You'll Do
As our IT Support Manager, you'll lead a talented support team while ensuring our employees and business stakeholders receive responsive, reliable, and high-quality technology services.
You'll be responsible for:
- Leading and developing a high-performing IT Support Team
- Driving service excellence through strong SLA performance and customer satisfaction
- Owning Incident, Major Incident, and Problem Management processes
- Using AI, automation, analytics, and intelligent monitoring to improve support outcomes
- Identifying recurring issues, driving root-cause analysis, and implementing lasting solutions
- Enhancing self-service, knowledge management, and support automation capabilities
- Acting as the senior escalation point during critical incidents and service disruptions
- Building strong relationships with business leaders, end users, technology teams, vendors, and service providers
- Driving continuous improvement initiatives that enhance employee experience and operational efficiency
- Ensuring support services remain secure, resilient, compliant, and aligned with business needs
What Makes This Role Exciting?
This is an opportunity to:
- Shape the future of AI-enabled IT support
- Lead strategic service improvement initiatives
- Influence enterprise-wide support practices and standards
- Work with modern ITSM, monitoring, automation, and collaboration technologies
- Make a tangible impact on employee productivity and customer experience
- Mentor, coach, and grow an engaged support team