IT Senior Support Manager

Keywords is seeking a skilled IT Senior Support Manager to oversee first and second-line support across its global studios. This role focuses on efficient, effective service delivery, collaboration with global teams, and leveraging automation to improve the IT support experience. The manager will report to the Global Service Delivery Director and work in a hybrid environment.

Requirements

• Create location strategy for Support, considering 24/7 support.
• Drive automation and shift left mentality.
• Align with ITSM and ServiceNow teams.
• Utilise Knowledge Management.
• Full scope of tasks including but not limited to: Manage and develop local IT support teams.
• Manage all local IT support operations and SLAs.
• Deliver weekly metrics and analysis of trends.
• Ensure compliance with regulations.
• Collaborate with global IT support teams.
• Manage IT project delivery.
• Provide regular progress reports.
• Manage budgets and financial resources.