IT Support Manager

Why this job matters

We are looking for an experienced IT Support Manager to lead our relationship management-focused IT support team. This role will be responsible for overseeing the day-to-day relationship management of the entire BT Group, with dedicated direct reports managing each pillar (Openreach, Consumer and the rest of BT Group) of the IT support department, ensuring that our colleagues receive prompt and effective technical support across their organisations in a quick and efficient way to enable efficient relationship management across the organization

This role can be based out of London or Birmingham, following a hybrid working model of 3 days a week in the office 2 days working remote

What you’ll be doing

• Lead, mentor, and support a team of IT support specialists, fostering a collaborative and customer focused work environment.
• Develop and implement strategies to optimize IT support processes and enhance the overall efficiency of relationship management operations.
• Establish and monitor service level agreements (SLAs) to ensure timely resolution of colleague inquiries and technical issues.
• Coordinate with internal stakeholders to prioritize IT projects and initiatives that align with relationship management objectives.
• Collaborate with cross-functional teams to identify and implement improvements to CRM systems and related IT infrastructure.
• Conduct regular performance evaluations and provide constructive feedback to team members, facilitating their professional growth and development.
• Manage vendor relationships and contracts for IT support services and software solutions.
• Stay abreast of emerging technologies and industry trends to continuously improve IT support services and enhance colleague satisfaction.
• Prepare and present regular reports on IT support metrics, including ticket volumes, resolution times, and customer satisfaction scores.
• Ensure compliance with IT policies, procedures, and security standards.

You'll have the following skills and experience

• Proven experience in a IT support supervisory or managerial role
• Stakeholder management – To Directors and occasionally Managing Director level. Can position and manage key stakeholders across 
• the organisation, drawing on data and analytical techniques where appropriate, and communicate this to business audiences
• Strong knowledge of CRM systems and their integration with other business applications.
• Excellent leadership and team management skills, with the ability to motivate and inspire team members to achieve departmental goals.
• Exceptional communication and interpersonal skills, with a focus on building positive relationships with colleagues and stakeholders.
• Demonstrated experience in project management, with the ability to prioritize and delegate tasks effectively.
• Solid understanding of ITIL (Information Technology Infrastructure Library) principles and IT service management best practices.
• Relevant certifications (e.g., ITIL Foundation, PMP) are a plus.