Manager IT Support & Services

Overview

Key Responsibilities

• Lead and manage the IT Helpdesk and End User Support team
• Oversee daily support operations, ensuring timely resolution of incidents and service requests
• Monitor and improve service delivery against agreed SLAs and KPIs
• Manage ticketing systems, escalation processes, and support workflows
• Drive continuous improvement initiatives across IT support services
• Coordinate with infrastructure, security, and applications teams to resolve complex issues
• Ensure excellent customer service and user satisfaction across the organization
• Prepare operational reports and provide regular updates to senior management
• Support IT governance, compliance, and documentation standards
• Manage vendor relationships and third-party support providers where required

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related discipline
• 5+ years of experience in IT support/helpdesk management
• Prior experience working for financial services institution
• Strong experience managing enterprise-level end-user support environments
• Proven leadership and team management experience
• Strong knowledge of Microsoft technologies, ITSM tools, and service desk operations
• Experience working within financial services, investment organizations, or large corporate environments is preferred
• Excellent communication and stakeholder management skills
• ITIL certification is highly desirable
• What's on Offer
• Opportunity to join a prestigious investment organization
• Exposure to a high-performing and technology-driven environment
• Competitive salary and benefits package
• Career growth and long-term development opportunities