IT Support Manager

Join to apply for the IT Support Manager role at Sharon's Cakes

• Team Management: direct line management of the IT Support Team, ensuring a supportive, customer‑focused approach; manage day‑to‑day workload, ticket assignment, site visit planning, leave coordination, and performance reviews; ensure the team follows agreed support processes, documentation standards, and escalation procedures.
• Service Desk Management: oversee service desk operations and ensure timely resolution of incidents and service requests; act as escalation point for more complex or high‑priority issues; provide hands‑on support during incidents, peaks in demand, or staff absence; own the service desk platform and its design including workflows, categorisation, automation rules, reporting, and user access; maintain accurate and up‑to‑date asset records, inventories, and configuration information.
• Define and oversee common processes such as new user onboarding, device deployment, support escalation, and related service workflows.
• Supplier & MSP Coordination: coordinate with the MSP to ensure escalated tickets are resolved promptly and within SLAs; support the Head of IT in supplier management; liaise with third‑party providers for telephony, networking, mobile devices, clinical applications, and retail systems.
• Continuous Improvement & Reporting: use ticketing data to identify trends, recurring issues, training needs, and opportunities for service improvement; produce regular performance reports for the Head of IT and Executives, including KPIs and service desk insights; own the IT knowledgebase and contribute to the creation and maintenance of support documentation, SOPs, and guides; support the delivery of IT projects, system updates, rollouts, and new technology implementations.
• Supporting the Hospice Environment: maintain an awareness of Hospice initiatives and projects, ensuring IT support is prioritised appropriately; establish and maintain appropriate stock levels of IT equipment to meet ad‑hoc requests, purchasing from preferred suppliers as required; travel to Hospice sites as required, including occasional evening/weekend work for major incidents or planned upgrades.

• Mid‑Senior level

• Full‑time

• Information Technology
• IT System Training and Support

Referrals increase your chances of interviewing at Sharon's Cakes by 2x