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