IT Support Manager at Hollard Insurance

• Are you a passionate IT leader who thrives on solving complex challenges, building high-performing teams, and leveraging the latest technology to drive exceptional support experiences?
• We're looking for an experienced IT Support Manager to lead our Group IT Support function and play a pivotal role in delivering world-class end-user support across the organisation. This is more than a traditional Service Desk leadership role. It's an opportunity to shape the future of IT support through AI, automation, analytics, proactive monitoring, and service excellence.
• If you're a strategic thinker with strong operational expertise, a customer-first mindset, and a passion for continuous improvement, we'd love to hear from you.

What You'll Do

• As our IT Support Manager, you'll lead a talented support team while ensuring our employees and business stakeholders receive responsive, reliable, and high-quality technology services.

You'll be responsible for:

• Leading and developing a high-performing IT Support Team
• Driving service excellence through strong SLA performance and customer satisfaction
• Owning Incident, Major Incident, and Problem Management processes
• Using AI, automation, analytics, and intelligent monitoring to improve support outcomes
• Identifying recurring issues, driving root-cause analysis, and implementing lasting solutions
• Enhancing self-service, knowledge management, and support automation capabilities
• Acting as the senior escalation point during critical incidents and service disruptions
• Building strong relationships with business leaders, end users, technology teams, vendors, and service providers
• Driving continuous improvement initiatives that enhance employee experience and operational efficiency
• Ensuring support services remain secure, resilient, compliant, and aligned with business needs

What Makes This Role Exciting?

This is an opportunity to:

• Shape the future of AI-enabled IT support
• Lead strategic service improvement initiatives
• Influence enterprise-wide support practices and standards
• Work with modern ITSM, monitoring, automation, and collaboration technologies
• Make a tangible impact on employee productivity and customer experience
• Mentor, coach, and grow an engaged support team

Required Knowledge and Experience    
What We're Looking For

Experience

We're seeking a seasoned IT professional with:

• 10+ years of experience in IT Operations and End-User Support
• 5+ years leading an IT Support, Service Desk, or End-User Computing function
• Demonstrated success managing Incident, Major Incident, and Problem Management processes
• Experience leading teams, managing suppliers, and owning service performance outcomes
• Strong exposure to ITSM platforms, monitoring tools, operational reporting, and service improvement initiatives
• Experience working within complex enterprise environments

Who You Are

You are:

• A visible and approachable leader who inspires teams to perform at their best
• Customer-focused and committed to delivering exceptional service experiences
• Calm and decisive under pressure, especially during critical incidents
• Analytical and data-driven, with a strong problem-solving mindset
• Passionate about technology innovation, AI, and automation
• An excellent communicator who can engage confidently with stakeholders at all levels
• Continuously looking for smarter, more efficient ways of working

Educational Requirements    
Qualifications

• Bachelor's Degree, Diploma, or equivalent qualification in Information Technology, Computer Science, or a related field
• ITIL Foundation Certification (or higher)
• Additional certifications in Cloud, Service Management, Automation, Security, or End-User Computing are advantageous

Deadline:5th October,2026