IT Support Manager — Lead Service Delivery (Hybrid)

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

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.