Digital Support Manager
Core
Lead day-to-day Service Desk and End User Computing operations, manage team performance, and act as a senior technical escalation point for complex issues.
Role type
Senior IC Digital Support Manager (Service Desk & EUC)
Builds
Reliable and responsive technology services for a national business
Domain
IT Service Management / End User Computing
Required skills
Team leadership and coaching, Incident and service management, ITIL practices, Stakeholder engagement, Root cause analysis, Hands-on troubleshooting of Microsoft environments
Preferred skills
ITIL Foundation Certification, Experience with ServiceNow/Jira/Freshservice, Scripting and automation, Endpoint management certifications
Technologies
Microsoft 365, Microsoft Teams, Intune, Entra ID / Azure AD, Windows endpoints, Mobile devices, Remote access technologies, Printers, Endpoint security solutions, ServiceNow, Jira Service Management, Freshservice
Responsibilities
Lead daily operational activities including queue management, ticket prioritisation, workload balancing, rostering, and shift coverage; Coach and mentor team members; Serve as senior escalation point for complex support issues; Coordinate major incidents and contribute to post-incident reviews; Champion ITIL-aligned practices and monitor service performance metrics; Build relationships with business stakeholders.
Seniority
Senior, hands-on IC with leadership responsibilities