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Senior Technical Support Manager

Waystone Governance Ltd.

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IT - Administration

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Job Description:

Senior Technical Support Manager is to manage and track ServiceDesk L2 activities and project work to ensure that all elements are delivered within the required timeline, while ensuring engagement from Service Management and other senior leadership. The Senior IT Support Manager leads the delivery of IT support services across Waystone, overseeing Level 1 and Level 2 teams, managing technical projects, and ensuring alignment with business goals. This role combines deep technical expertise with strategic leadership, driving continuous improvement & operational excellence.

Job Responsibility:

  • Lead and inspire a high-performing IT support team, fostering accountability and growth
  • Develop and execute support strategies aligned with business and ITIL frameworks
  • Promote a culture of proactive problem-solving and continuous improvement
  • Influence cross-functional teams and senior stakeholders to drive IT initiatives
  • Leading the training of Level 1 & ServiceDesk by the L2 team
  • Oversee resolution of complex technical issues across end-user environments
  • Ensure efficient ticket handling, escalation management, and service delivery
  • Monitor KPIs, SLAs, and customer satisfaction metrics to ensure service quality
  • Provide hands-on support and guidance for ServiceDesk, Level 1 & Level 2 engineers
  • Manage systems including Office 365, Exchange, Active Directory, AWS, Azure & virtualized environments
  • Lead troubleshooting efforts across end user solutions environment
  • Coordinate and deliver IT projects with clear timelines and stakeholder engagement
  • Collaborate with Service Management and senior leadership on strategic initiatives
  • Identify recurring issues and implement long-term solutions
  • Ensure adherence to internal policies and regulatory requirements
  • Maintain system security, patching, and proactive monitoring to minimize downtime
  • Liaise with third-party vendors for escalated support and service delivery

Requirements:

  • Degree in Information Technology or related field
  • ITIL Certified (preferred)
  • MCSE or equivalent certification
  • AWS or Azure certification (preferred)
  • Minimum 5–7 years in IT support, with at least 2 years in a senior technical role
  • Proven experience managing technical teams and delivering IT services in a complex environment
  • Strong troubleshooting skills across hardware, software, cloud, and network domains

Additional Information:

Job Posted:
February 16, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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