IT Support Manager - Halo ITSM, ITIL, DORA
Posted 1 week ago by Jobserve
£520 Per day
Inside
Hybrid
London
Summary: The IT Support Manager role involves leading the internal IT Support team and managing third-party vendor relationships while driving improvements in service management processes. The position requires a confident individual with strong service management expertise and excellent interpersonal skills to engage with stakeholders at all levels. The role also includes acting as Workstream Lead within the Operational Resilience programme, focusing on enhancing ITSM/ITIL practices. This is a hybrid position based in London, requiring two days a week in the office.
Key Responsibilities:
- Lead and manage the internal IT Support team and vendor relationships.
- Drive a programme of improvement across people, process, and tooling.
- Act as Workstream Lead within the Operational Resilience programme.
- Mature ITSM/ITIL practices aligned to DORA.
Key Skills:
- Strong understanding of ITIL v 3 or 4 service management principles.
- Broad technical knowledge across desktop, application, infrastructure, and cloud services.
- Familiarity with enterprise ITSM tooling and reporting platforms.
- Proven vendor and contract management skills.
- Ability to lead and manage a technical support team.
- Strong stakeholder management and communication skills.
- Excellent analytical, organisational, and problem-solving abilities.
- Experience defining and presenting service metrics to non-technical audiences.
- ITIL v4 Foundation (minimum); higher-level ITIL qualifications preferred.
- Relevant technical certifications in Microsoft, cloud, or infrastructure technologies.
- Hands-on experience using and configuring Halo ITSM.
- Knowledge of IT governance frameworks as they relate to IT Support.
- Experience in regulated sectors.
Salary (Rate): £520.00 per day
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
IT Support Manager
Duration: 6 - 12 Months
£520.00 Per Day - Inside IR35 via Umbrella
Location: London - Hybrid working- 2 days per week in London office
Our market leading client is seeking a highly accomplished, UK based IT Support Manager to lead and elevate their IT Support function and take day-to-day ownership of the internal IT Support team and third party vendor relationships, whilst actively driving a programme of improvement across people, process, and tooling.
This is an operational and improvement-focused role, suited to a confident, delivery-oriented individual who combines strong service management expertise with the interpersonal skills to build trust with stakeholders at all levels.
The role will also act as Workstream Lead within the organisation's Operational Resilience programme, with a specific focus on maturing our ITSM/ITIL practices, particularly aligned to DORA.
Ideal Experience:
- Strong understanding of ITIL v 3 or 4 service management principles and their practical application in day-to-day operations
- Broad technical knowledge across desktop, application, infrastructure, and cloud services (Microsoft 365, Azure, networking, server technologies)
- Familiarity with enterprise ITSM tooling (eg Halo, ServiceNow, Jira Service Management) and reporting platforms
- Proven vendor and contract management skills, including SLA negotiation, performance management, and issue escalation
- Ability to lead, inspire, and operationally manage a technical support team
- Strong stakeholder management and communication skills, comfortable engaging at all levels from end-users to senior leadership
- Excellent analytical, organisational, and problem-solving abilities
- Experience defining, tracking, and presenting service metrics to non-technical audiences
- ITIL v4 Foundation (minimum); higher-level ITIL qualifications (Managing Professional or above)
- Relevant technical certifications in Microsoft, cloud, or infrastructure technologies
- Hands-on experience using and configuring Halo ITSM
- Knowledge of wider IT governance frameworks (eg ISO 27001, COBIT) as they relate to IT Support
- Experience in regulated sectors
If your profile demonstrates strong and recent experience in the above areas - please submit your application to Jackie Dean at TXP for consideration.
TXP takes great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce.
