IT Support Manager

We are looking for an IT Support Manager for a leading company in Bristol. This is a 1 year fixed term covering Maternity Leave. Hybrid working 50/50 onsite and remote.

The IT Support Manager is responsible for overseeing the IT support team, ensuring efficient operation and management of IT systems, and providing excellent technical support services to employees or clients. This role involves managing support processes, monitoring performance metrics, resolving complex issues, and maintaining strong vendor relationships.

Key Responsibilities:

Team Leadership and Management:

• Supervise, train, and mentor IT support
• Schedule and delegate support tasks, ensuring coverage during operating
• Conduct performance evaluations and provide feedback to team
• Foster a customer-centric culture within the support team.

Technical Support Operations:

• Oversee daily IT support activities, ensuring timely resolution of issues within their
• Troubleshoot escalated technical problems and communicate with engineering teams should it require 3rd line support.
• Develop and enforce support workflows and standard operating
• Ensure efficient support for hardware, software, networks, and IT systems.

Integration Management:

• Handling client API integration's within Company
• Liaising with customers and internal stakeholders
• Troubleshooting integration issues and resolving in a timely manner.

Process Improvement:

• Monitor ticketing systems to analyse trends and identify recurring
• Implement proactive measures to reduce system downtime and improve
• Document and update support procedures, policies, and user guides

Vendor and Stakeholder Management:

• Coordinate with vendors for software, hardware, and network support
• Manage procurement of IT equipment and ensure proper asset
• Collaborate with other departments to align IT support with business needs.

Project Management:

• Lead or participate in IT-related projects, ensuring deliverables are
• Assist in implementing new technologies and
• Prepare reports on project progress, risks, and resolutions

Skills & Qualifications:

Education:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Relevant certifications (eg, ITIL, CompTIA, or Microsoft) are a plus.

Experience:

• Minimum of 5 years in IT support roles, with at least 2 years in a managerial capacity.

Technical Skills:

• Strong knowledge of Windows, macOS, and Linux
• Proficiency with enterprise software, networks, and troubleshooting
• Familiarity with ITSM tools (eg, Fresh Desk, Jira, Zendesk).
• Hands on knowledge of Office365 suite
• Knowledge of endpoint management systems such as Intune or Jump Cloud
• Familiarity with database management including proficiency in SQL

Leadership

• Excellent team management, conflict resolution, and mentoring

Problem Solving:

• Strong analytical and critical-thinking

Communication

• Exceptional verbal and written communication abilities to interact with technical and non-technical stakeholders

Advise on Salary and availability on application

WA Consultants is an Employment Business and an Employment Agency as described within The Conduct of Employment Agencies and Employment Businesses Regulations 2003.