At Stonebridge, technology is a critical enabler of our business. Supporting over 200 employees, we rely on secure, resilient, and highly effective technology services to keep our people productive and provide great customer service, so they feel well supported.
We're looking for a Technical Support Manager to lead our Service Desk and End User Support function, bringing together strong people leadership, operational excellence, and a passion for service improvement.
Reporting into the IT Operations Manager, this is an opportunity to take ownership of a business-critical support function, influence how support services are delivered, and help drive the next stage of our IT operational maturity.
The Opportunity
You'll lead a team responsible for delivering first-class IT support across the organisation while acting as the senior escalation point for complex incidents and service issues.
This role sits at the heart of IT Operations and works closely with Infrastructure, Security, Product, Engineering, and business stakeholders to ensure support services are efficient, scalable, and aligned to wider technology objectives.
You'll have the autonomy to challenge existing processes, drive improvements, introduce automation, strengthen ITIL practices, and create an environment where service quality and customer experience continue to improve.
Whether it's leading major incident response, developing your team, improving service metrics, or supporting strategic technology change, you'll play a key role in how technology is experienced across Stonebridge.
What You'll Be Doing
Technical Support Leadership
- Leading the Technical Support and Service Desk teams.
- Managing operational priorities, workload planning, and resource allocation.
- Acting as the final escalation point for complex technical and business-critical issues.
- Driving accountability, ownership, and service excellence across the team.
- Ensuring support operations remain responsive, resilient, and customer-focused.
Service Management & Continuous Improvement
- Owning performance against SLAs, KPIs, and operational targets.
- Using data, reporting, and trend analysis to identify opportunities for improvement.
- Driving initiatives that improve service quality, efficiency, and user experience.
- Measuring customer satisfaction and implementing improvements based on feedback.
- Building a culture of continuous improvement and operational maturity.
Major Incident & Problem Management
- Leading major incident response and service restoration activities.
- Coordinating technical teams during critical incidents.
- Driving root cause investigations and problem management activities.
- Identifying and addressing recurring issues to improve service stability and reduce support demand.
- Ensuring effective stakeholder communication throughout incident lifecycles
Team Development & People Leadership
- Coaching, mentoring, and developing Technical Support professionals.
- Supporting career progression, succession planning, and capability development.
- Managing performance, objectives, and regular development conversations.
- Building a collaborative, high-performing team culture.
- Creating an environment where knowledge sharing and continuous learning are encouraged.
Change, Projects & Service Transition
- Supporting technology projects and transformation initiatives.
- Ensuring operational readiness for new services and platforms.
- Managing support involvement in change and release activities.
- Driving successful service transitions, including documentation, processes, and training.
- Helping embed best practice across support operations.
Stakeholder & Supplier Management
- Partnering with colleagues across IT and the wider business.
- Managing relationships with technology vendors and support partners.
- Contributing to service reviews and operational governance forums.
- Providing clear communication and insight to both technical and non-technical stakeholders.
What You'll Bring
Technical & Leadership Experience
- Experience leading a Service Desk, Technical Support, End User Computing, or IT Operations function.
- Proven track record of managing and developing technical support teams.
- Strong experience of Incident, Problem, and Change Management.
- Good understanding of ITIL service management principles.
- Experience managing service delivery through SLAs, KPIs, and operational reporting.
- Strong stakeholder management skills with the ability to communicate across all levels of the organisation.
- Experience driving service improvement and operational transformation initiatives.
Technical Environment
- You'll ideally have exposure to technologies and services including:
- Microsoft 365
- Endpoint Management
- Identity & Access Management
- Core Infrastructure Services
- ITSM Platforms (e.g. ManageEngine ServiceDesk Plus)
- Security and Compliance Frameworks
Bonus Points If You Have
- ITIL Foundation (or higher)
- Experience within financial services or another regulated environment
- Experience managing outsourced vendors and support contracts
- Experience supporting cyber security initiatives
- Experience leading service transformation or operational improvement programmes
Why Stonebridge?
You'll be joining a business where technology has a genuine seat at the table and where service improvement, innovation, and customer experience are valued.
We offer:
- Competitive salary and performance-related bonus
- Hybrid working model
- 25 days holiday plus your birthday off
- Additional holiday for length of service
- Free breakfast, lunch, snacks, and drinks in the office
- Enhanced pension options
- Volunteering days
- Wellbeing and employee assistance programmes
- Salary sacrifice benefits
- Employee recognition schemes
- Retail discounts and referral bonuses
- Death in service and critical illness cover
Interested?
If you're an experienced Technical Support leader who enjoys building great teams, improving services, solving complex operational challenges, and creating exceptional user experiences, we'd love to hear from you.
Pre-Employment Screening
As a regulated business, all offers of employment are subject to the successful completion of our pre-employment screening process. This includes verification of identity and right to work, employment referencing covering the previous five years, credit and financial sanctions checks, anti-money laundering (AML) screening, DBS checks, and assessment against our Code of Conduct requirements.
