IT Business Support Manager - Remote Opportunity

About the Role

We are seeking an experienced IT Business Support Manager to join our team in a remote capacity. In this role, you will oversee the day-to-day operations of our IT Business Support Group (BSG), ensuring that we provide high-quality, timely, and customer-focused support services to our business users. As an IT Business Support Manager, you will implement support processes and maintain high levels of user satisfaction, all while adhering to the ITIL framework and internal policies.

What You'll Do

• Lead, monitor, and motivate the IT BSG team to achieve individual and team objectives and KPIs.
• Plan, assign, and monitor the workload and performance of the IT BSG team.
• Provide constructive feedback and recognition through regular one-on-ones and appraisals.
• Maintain staffing levels through effective shift and on-call rotas.
• Enhance team skills by delivering continuous training and development.
• Prioritize work in line with internal Service Level Agreements (SLAs) and management requests.
• Take ownership of high-priority incidents and escalate them to senior management promptly.
• Act as an escalation point for staff issues and complaints, managing them through to resolution.
• Identify and raise problems, communicating them through appropriate channels.
• Assist the team in resolving 1st and 2nd line technical issues, providing guidance and signposting for resolution.
• Formulate and re-engineer IT BSG processes and knowledgebase articles to maximize operational efficiency.
• Prepare and present reports on team activities and performance to senior management.
• Identify and implement opportunities for cost reduction and service improvement.
• Provide timely evidence for all audit-related information requests.

Requirements

• ITIL Foundation certification or experience in an ITIL environment.
• Experience with Incident Management, Request Fulfillment, and Problem Management processes.
• Technical skills in supporting various IT systems and applications, including Windows OS, Active Directory, Intune, JAMF, and ServiceNow.
• Strong written and verbal communication skills.
• Ability to produce clear how-to guides and procedure documents.
• Proven ability to build rapport with business users and internal team members.
• Self-motivated with a strong work ethic and a positive attitude.
• Ability to adapt quickly in a fast-paced environment.

Nice to Have

• Experience in an audited and compliant environment.
• Bachelor’s Degree in Information Security, Computer Science, or related field.
• Management and Leadership Training or Certifications.
• Technical qualifications such as Microsoft or CompTIA certifications.

What We Offer

• Competitive salary ranging from £60,000 to £80,000 per year.
• Flexible working hours from Monday to Friday, 8 AM to 6 PM.
• Remote work opportunity with on-call requirements.
• Continuous training and development opportunities.
• Collaborative and supportive work culture.
• Opportunities for career advancement and professional growth.
• Engaging team environment with a focus on positive results.
• Employee recognition programs and feedback mechanisms.