IT Support Manager

We are currently supporting a highly regarded multi entity European manufacturing business as they look to upgrade their IT function. As a part of that, they are hiring an IT Support Manager to oversee the existing European support team across first and second line that reports directly into the European CIO.

In this role you will be responsible for directly managing the European support team, as well as being a part of an IT wide project to effectively reorganise the function resulting in a mature structure that can more effectively service the business. You will be tasked with the continuous improvement of the ITSM processes utilising an ITIL framework, ensure effective collaboration with the IT Operations & Information Management teams along with external support partners. Furthermore, you will be expected to up skill the existing support team resulting in an increase in ticket resolution at first line, an increase in the user satisfaction score as well as an overall decrease in response rate times. Finally, you will meaningfullly contribute to the European IT Leeadership team at a strategic level, and be involved in the wider conversations around improving the function across the board.

In order to be effective in this role, you must have excellent leadership experience and have a successful track record managing an IT Support team within a European or global business. You will also have an exceptionally strong understanding of what good looks like when it comes to ITSM processes. Furthermore, you will also have demonstrable experience in upskilling and improving the performance of IT support functions, and be comfortable with picking up this challenge in a relatively early stage. Finally, any experience working in Manufacturing as well as multi-entity organisations will be highly beneficial.

You will receive a highly competitive base salary & access to a profit share scheme as well as other benefits. Furthermore, you will have an opportunity to take ownership of the IT Support function, and to have a genuine and long lasting impact as a part of the IT leadership team in defining how the function better supports this highly regarded organisation.