IT Senior Support Manager

We are seeking a highly skilled and experienced IT Support Manager to oversee first and second line support across our studios, globally, via a follow-the-sun model. The successful candidate will be responsible for delivering an efficient and effective service to our internal users.

Requirements

• Create a location strategy for Support taking into consideration the need for 24/7 support that follows the sun.
• Drive an automation first, shift left mentality working across all IT teams.
• Align with the ITSM and ServiceNow teams to ensure standard ways of working and driving investment from the tool.
• Utilise Knowledge Management to drive forth automation.
• Manage and develop the local IT support teams, ensuring that all employees are trained and upskilled to deliver a professional IT support service to our internal users and adhere to ITIL standards where applicable.
• Manage all local IT support operations to ensure that SLAs are met and that our internal users are provided with an exceptional user experience.
• Collaborate with global IT support teams to ensure global IT policies and standards are consistently implemented and measured.
• Collaborate with other IT teams to manage the delivery of IT projects, including new infrastructure, software and hardware.
• Deliver weekly and monthly metrics on support operations and incidents, including analysis of trends to identify opportunities for continuous improvement.
• Ensure that all IT assets in the local offices are managed and maintained to a high standard.
• Proactively manage relationships with suppliers and partners ensuring service level agreements and contracts are maintained and renewed as required.
• Provide regular progress reports to senior management and stakeholders
• Ensure compliance with all relevant regulations and legislation related to workplace services, health and safety, and environmental management.
• Collaborate with other senior leaders and stakeholders to build a strong culture of innovation, continuous improvement, and learning across the organization.