IT Support Manager

KP Law Limited; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A UK-based law firm is seeking an experienced IT Support Manager to oversee IT service delivery and lead a small internal team. Responsibilities include managing various IT service requests, incidents and problem resolution while ensuring compliance with SLAs. Applicants should have strong technical expertise in M365, cloud applications, and IT service management. This position offers a hybrid working environment and numerous benefits including a discretionary bonus scheme and contributory pension plan.

Benefits

Annual discretionary bonus scheme

Company contributory pension scheme

Hybrid working

Life assurance

Cash-back healthcare scheme

Enhanced family friendly policies

Employee Assistance Programme

Subsidised gym membership

Cycle to Work scheme

Staff referral scheme

Qualifications

• Background in service delivery and supporting team members.
• Strong understanding of ITIL or other service management frameworks.
• Hands-on troubleshooting experience with M365, Intune, and cloud applications.

Responsibilities

• Oversee operational IT service delivery ensuring customer satisfaction.
• Ensure SLAs are defined, tracked, and adhered to.
• Drive IT Change Management to minimise service disruptions.

Skills

Technical Lead

Service Level Management

Incident & Problem Management

Service Reporting & Analytics

Documentation & Knowledge Sharing

Team leading and mentoring

Problem-Solving

Vendor Management

Tools

ITSM tools

Microsoft Office Suite

Job description

The Firm

KP Law is a UK-based claimant law firm focused on collective redress. With offices in London, Liverpool, Manchester and Birmingham, we represent large groups of individuals in high‑profile cases against major corporations.

Our team combines legal expertise with a data‑driven, tech‑enabled approach to litigation. We’re not a traditional law firm – we’re built for scale, efficiency and impact. Behind every case is a collaborative team of legal and operational professionals working together to deliver results that matter.

At KP Law, you’ll be part of a fast‑growing firm that’s reshaping how justice is delivered. Whether you’re a lawyer or part of our operations team, your work will directly contribute to landmark cases and meaningful outcomes for thousands of people.

We believe excellence in everything, that together we achieve more, and that there’s always a way to make things happen.

If you’re a creative problem solver, a collaborative worker, and ready to challenge the status quo, KP Law offers the opportunity to work on some of the biggest multi‑claimant cases in the UK and grow with a firm that’s redefining how justice is delivered.

The Role

KP Law is seeking an experienced IT Support technical lead looking to progress their career into management and oversee the delivery of exceptional IT services within our organisation. This role will focus primarily on core IT support and service delivery ensuring that core IT services meet business expectations and service level agreements (SLAs) while also providing primarily application support and limited infrastructure support to ensure systems run efficiently.

As the IT Support Manager, you will be part of a small internal team including an IT Support Engineer to ensure that service desk provision is optimised and support prioritised and monitored for continuous improvement. You will collaborate closely with internal stakeholders and managed service providers (MSPs) ensuring all IT service requests, incidents and problems are handled with the highest level of customer satisfaction and technical excellence.

Key Responsibilities

1. Service Delivery
   • Technical Lead: Oversee day‑to‑day BAU IT service delivery, ensuring operational IT services meet business requirements and end‑user expectations.
   • Service Level Management: Ensure that SLAs, OLAs and service agreements are defined, tracked and adhered to. Work with the IT team and MSPs to implement any corrective actions when SLAs are at risk.
   • Incident & Problem Management: Ensure timely resolution of critical incidents and problems, managing communication with stakeholders and ensuring root cause analysis and resolution.
   • Change Management: Drive the IT Change Management process to minimise service disruptions while delivering IT services efficiently and effectively.
   • Service Reporting & Analytics: Provide regular service performance reports, identify trends and make data‑driven recommendations for service improvement.
   • Customer Satisfaction & Communication: Maintain strong communication with legal operations, business services teams and corporate VIP stakeholders to ensure their IT needs are being met and that service delivery aligns with organisational goals and priorities.
   • Process Improvement: Identify continuous improvement opportunities to enhance service quality, reduce resolution time and optimise IT service delivery.
2. Infrastructure Support
   • System Monitoring & Support: Working alongside MSPs, provide high‑level support for infrastructure issues, ensuring smooth operation of the company’s IT systems.
   • Collaboration with Managed Service Providers/Vendors: Work alongside MSP and vendor Service Desk and Infrastructure teams to ensure system availability, performance and security. Manage any escalated issues related to network, servers or other IT infrastructure or cloud applications.
   • MSP/Vendor Management: Maintain working relationships with third‑party vendors and service providers to ensure efficient and cost‑effective delivery of outsourced services.
   • Documentation & Knowledge Sharing: Ensure that documentation for IT services, infrastructure and systems is defined and kept up‑to‑date and that knowledge and best practices are shared across the team.
3. Team support and mentoring
   • Provide technical guidance, training and knowledge sharing to the IT Support Administrator.
   • Ensure appropriate workload distribution for service desk operations, priority management and quality levels are maintained for the internal Service Desk.

Desirable Skills & Attributes

• Experience or exposure to leading a team: a technical lead with a strong background in service delivery and supporting team members.
• Service Management Frameworks: Strong understanding and practical experience with ITIL or other service management frameworks.
• Technical Expertise: Knowledge of M365 tenancy management, Intune, Entra ID, cloud applications and services including digital telephony, office IT infrastructure, virtual Windows, networks and Wi‑Fi, servers, with extensive hands‑on troubleshooting experience.
• Leading and mentoring: Exposure to leading or progressing within high performing teams, possessing excellent communication and interpersonal skills.
• Problem‑Solving: Strong analytical and troubleshooting skills, able to identify and resolve issues in a timely manner.
• Project Management: Experience of delivering IT projects, handling priorities, deadlines and stakeholders.
• Vendor Management: Familiarity with engaging with third‑party vendors and service providers and building advantageous working relationships.
• Tools & Technologies: Proficiency with IT service management (ITSM) tools, Service Desk ticket systems, and Microsoft suite of desktop and web Office applications.

Equal Opportunities

Our approach to our people is underpinned by our commitment to equity, diversity, inclusion and well‑being. Our ambition is to build a richly diverse workforce made up of the best talent in our industry. With a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues.

This means that everyone who either applies to or works for KP Law is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.

Our Values

Excellence in Everything

• We deliver high‑quality work, ensuring accuracy and attention to detail in everything we do.
• We seek continuing competence by embracing feedback, learning from our experiences and the experiences of others, and developing our expertise.
• We hold ourselves and each other to account for upholding the highest professional standards, ensuring our clients receive exceptional service.

Together We Achieve More

• We collaborate openly, valuing and respecting diverse perspectives to achieve the best results.
• We support and trust one another, fostering an inclusive environment where everyone can contribute and thrive.
• We recognise that success is a team effort, sharing knowledge and celebrating each other’s achievements.

There’s Always a Way

• We approach challenges with a positive and proactive mindset, exploring creative and practical solutions.
• We take ownership of problems, staying committed and resilient until we achieve the best outcome.
• We embrace change and adaptability, seeing obstacles as opportunities to improve and innovate.

Our Benefits

• Annual discretionary bonus scheme
• Company contributory pension scheme
• Hybrid working
• Life assurance
• Cash‑back healthcare scheme
• Enhanced family friendly policies
• Employee Assistance Programme
• Subsidised gym membership
• Cycle to Work scheme
• Staff referral scheme