IT Support Manager - Halo ITSM, ITIL, DORA
Posted Today by Jobserve
Negotiable
Inside
Hybrid
London
Summary: The IT Support Manager role involves leading and enhancing the IT Support function for a market-leading client, focusing on operational management and improvement initiatives. The position requires strong service management expertise and the ability to build relationships with stakeholders at all levels. The role also includes acting as Workstream Lead within the Operational Resilience programme, emphasizing ITSM/ITIL practices. The ideal candidate will have a comprehensive understanding of ITIL principles and experience in managing technical support teams and vendor relationships.
Key Responsibilities:
- Lead and manage the internal IT Support team and third-party vendor relationships.
- Drive improvement programs across people, processes, and tooling.
- Act as Workstream Lead within the Operational Resilience programme.
- Mature ITSM/ITIL practices aligned to DORA.
- Engage with stakeholders at all levels to build trust and ensure effective communication.
- Define, track, and present service metrics to non-technical audiences.
Key Skills:
- Strong understanding of ITIL v3 or 4 service management principles.
- Broad technical knowledge across desktop, application, infrastructure, and cloud services.
- Familiarity with enterprise ITSM tooling and reporting platforms.
- Proven vendor and contract management skills.
- Ability to lead and manage a technical support team.
- Strong stakeholder management and communication skills.
- Excellent analytical, organisational, and problem-solving abilities.
- ITIL v4 Foundation or higher-level ITIL qualifications.
- Relevant technical certifications in Microsoft, cloud, or infrastructure technologies.
- Hands-on experience using and configuring Halo ITSM.
- Knowledge of IT governance frameworks as they relate to IT Support.
- Experience in regulated sectors.
Salary (Rate): £520.00 Daily
City: London
Country: United Kingdom
Working Arrangements: Hybrid
IR35 Status: Inside IR35
Seniority Level: Mid-Level
Industry: IT
Detailed Description From Employer:
IT Support Manager
Duration: 6 - 12 Months
520.00 Per Day - Inside IR35 via Umbrella
Location: London - Hybrid working- 2 days per week in London office
Our market leading client is seeking a highly accomplished, UK based IT Support Manager to lead and elevate their IT Support function and take day-to-day ownership of the internal IT Support team and third party vendor relationships, whilst actively driving a programme of improvement across people, process, and tooling.
This is an operational and improvement-focused role, suited to a confident, delivery-oriented individual who combines strong service management expertise with the interpersonal skills to build trust with stakeholders at all levels.
The role will also act as Workstream Lead within the organisation's Operational Resilience programme, with a specific focus on maturing our ITSM/ITIL practices, particularly aligned to DORA.
Ideal Experience:
- Strong understanding of ITIL v 3 or 4 service management principles and their practical application in day-to-day operations Broad technical knowledge across desktop, application, infrastructure, and cloud services (Microsoft 365, Azure, networking, server technologies)
- Familiarity with enterprise ITSM tooling (eg Halo, ServiceNow, Jira Service Management) and reporting platforms
- Proven vendor and contract management skills, including SLA negotiation, performance management, and issue escalation
- Ability to lead, inspire, and operationally manage a technical support team
- Strong stakeholder management and communication skills, comfortable engaging at all levels from end-users to senior leadership
- Excellent analytical, organisational, and problem-solving abilities
- Experience defining, tracking, and presenting service metrics to non-technical audiences
- ITIL v4 Foundation (minimum); higher-level ITIL qualifications (Managing Professional or above)
- Relevant technical certifications in Microsoft, cloud, or infrastructure technologies
- Hands-on experience using and configuring Halo ITSM
- Knowledge of wider IT governance frameworks (eg ISO 27001, COBIT) as they relate to IT Support
- Experience in regulated sectors
If your profile demonstrates strong and recent experience in the above areas - please submit your application to Jackie Dean at TXP for consideration.
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