IT Support Manager

IT Support Manager

Tailor Made Technologies, Petersfield (On-site)

Overview of the Role

We are currently recruiting an experienced Site-Based Onsite IT Manager who will be based in Petersfield at one of our fastest growing client sites. This role will join our established onsite engineering team, providing day-to-day IT support for our client with some leadership responsibilities mixed in. It would suit an experienced 2nd/3rd line engineer looking to take on a formal leadership role.

You will bring your IT knowledge, customer service experience, and team coordination skills to deliver an efficient, approachable, and streamlined approach to resolving IT issues.

As the Onsite IT Supervisor, you will play a key role in supporting and guiding a small onsite team, while remaining actively involved in hands-on technical support.

You will be expected to work on-site five days per week.

Key Responsibilities

As an Onsite IT Manager, you will act as both a senior technical resource and a point of coordination for the onsite team. Responsibilities include:

Supporting and guiding the onsite support team on a day-to-day basis Acting as an escalation point for technical issues where required Coordinating incidents and service requests with the customer Ensuring clear and effective communication between the client and support teams Delivering excellent customer service through efficient ticket management Providing first-line and second line fixes where possible Escalating incidents appropriately when necessary Managing and prioritising workload queues in line with SLAs Supporting the service desk and wider IT teams when required Assisting with project work and non-BAU tasks Maintaining a proactive approach to improving service delivery and customer satisfaction

Skills & Experience

Core Experience

Experience working within an IT support or service desk environment Experience providing guidance or informal leadership to team members Familiarity with ticketing systems and incident management processes

Technical Skills (Desirable)

Experience in some of the following is beneficial (not all required):

Azure or AWS cloud Windows Desktop configuration and support Windows Server support Microsoft 365 / Office 365 Microsoft Exchange Active Directory administration VMware Citrix Networking fundamentals ITIL framework knowledge

Essential Skills & Behaviours

Strong communication and interpersonal skills Organised and able to prioritise workload effectively Customer-focused mindset Team-oriented with a supportive approach Proactive and self-motivated Ability to remain calm under pressure Problem-solving mindset with attention to detail Ability to coach and support colleagues where needed