IT Support Manager (Hands-On)

About the role

A recruiter representing a partner company is looking for an IT support manager / hands-on IT manager to build and run IT support for a fast-moving engineering organisation. The role leads a small local team, sets priorities and delivers key IT projects, while still taking part in tickets and urgent cases.

Key responsibilities

• Lead a small team of IT support engineers: set daily priorities, coach and balance the workload.
• Run a ServiceNow-based support model with Group IT, set up the urgent support route, train employees on how to get help and define local procurement rules.
• Define and report KPIs for locally handled tickets, track SLAs for tickets with Group IT and escalate when they slip.
• Lead the rollout of an IT inventory tool and the central management and security of all Linux engineering laptops.
• Act as escalation point for urgent and complex issues and as the main link to Group IT's specialist teams.
• Be the IT partner for company leadership and teams, and the voice of the company towards Group IT.
• Handle tickets personally, especially Linux, laptops, hardware and access issues.

Required profile

• 5+ years in IT support or IT operations, including at least 2 years leading a team while staying hands-on.
• Has set up or improved support processes and KPIs.
• Experience delivering IT projects from start to finish.
• Confident working with stakeholders from engineers to leadership and with a central IT organisation.
• Fluent English and able to work on site.

Required skills

• Practical ServiceNow experience: queues, assignment groups, SLAs and reporting.
• Strong end-user IT skills, including Linux (Ubuntu or similar).
• Experience with device management and security is a plus.