Local Technology Support Manager

Location: Newcastle (Fully Onsite)

Rate: £280 per day

Overview

An exciting opportunity has arisen for an experienced Local Technology Support (LTS) Manager to oversee all technology support functions across the North of the UK. The role involves leading a team of three direct reports and managing key third-party service providers. The successful candidate will be responsible for maintaining high-quality IT support, driving process improvements, and enhancing customer satisfaction across multiple locations.

Key Responsibilities Service Delivery & Process Management

• Lead and manage all LTS operations across the northern region, ensuring consistent and efficient service delivery.

• Develop, implement, and continuously improve processes that underpin both internal and external service operations.

• Identify and deliver process efficiencies, service enhancements, and cost optimisation opportunities.

• Ensure all services meet agreed performance targets, SLAs, and KPIs.

• Prepare reports and performance data for service reviews and management updates.

Supplier & Stakeholder Management

• Manage relationships with third-party service providers to ensure optimal service delivery and value for money.

• Maintain structured supplier documentation including SLAs, contact records, product catalogues, and performance reports.

• Participate in commercial and operational meetings to support service and cost management.

• Collaborate with internal stakeholders to ensure supplier performance aligns with business needs.

Customer & Service Improvement

• Build and maintain strong working relationships with stakeholders to promote effective communication and service alignment.

• Lead customer satisfaction improvement initiatives, analysing feedback and implementing corrective actions.

• Promote awareness and best practices for IT products and services across the organisation.

• Contribute to shaping future service offerings based on user feedback and operational insights.

People Management

• Lead, motivate, and develop a team of three direct reports to deliver exceptional support services.

• Conduct regular one-to-one meetings, performance reviews, and development planning.

• Manage recruitment, onboarding, and professional growth for team members.

• Address performance issues promptly and in accordance with company policies.

• Ensure effective workload management and team resource allocation to meet service demands.

Requirements

• Proven experience in IT Service Management or Technical Support leadership.

• Strong knowledge of end-user technology, digital workplace environments, and service management processes.

• Demonstrated ability to manage third-party suppliers and drive continuous improvement.

• Excellent stakeholder engagement, communication, and negotiation skills.

• Strong analytical, reporting, and problem-solving abilities.

• Experience managing and developing teams within a technology environment.

Additional Information

• Standard working hours: 09:00 - 17:30.

• Flexibility required to support business needs and critical project milestones.

• Occasional travel to other UK sites may be required.

• This role is fully onsite in Newcastle.