IT Support Manager - Halo ITSM, ITIL, DORA

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 (e.g. 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 (e.g. ISO 27001, COBIT) as they relate to IT Support
Experience in regulated sectorsIf 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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