End User IT Support Manager

Why choose us? BRUSH Group provides the energy solutions that help power our built world. From power transformers to switchgear and engineering solutions, for generations, the BRUSH brand has stood for engineering excellence.  We are committed to supporting the global effort for industrial decarbonisation and sustainable development and have set ambitious objectives to achieve our target of net zero greenhouse gas emissions by 2050. What's the role? The role is part of the BRUSH Group IT Operations function with purpose of the role to lead BRUSH’s IT End User Support Team, managing and coordinating the IT service desk and 1st/2nd line user support across all BRUSH. The position leads a team of internal engineers, across multiple sites, alongside externally managed service providers (MSPs) whose day to day responsibilities include ensuring BRUSH delivers excellent end user IT services across all sites, specifically in areas such as IT Service Desk, end user 1st and 2nd line support (to triage, respond and resolve end user issues) and also support major incident management, service monitoring, change management, problem management. Key Responsibilities: • Own the IT Service Desk platform ensuring it’s fit for purpose and provides the correct level of reporting on ticket and SLAs • Manage the day-to-day operation of the IT Service Desk, ensuring service requests and incidents are logged, prioritised, and resolved within agreed SLAs. • Monitor, track, and report on operational KPIs and SLAs, identifying performance bottlenecks and performing root cause analysis (RCA) for major incident remediations. • Champion ITIL best practices across incident, problem, request, and change management workflows to maintain business continuity. • Act as the senior escalation point for major incidents, coordinating technical resources and business communications. • Support defining the strategic direction for the IT end user support model and creation of a framework for end user support. • Lead, coach, and develop a team of Support engineers. • Own and continuously improve IT Service Management (ITSM) processes including incident, request, problem and major incident management. • Oversee multi-platform device governance, establishing standardised configurations across all BRUSH end user platforms / environments. What are we looking for: • Experience (3 years) in a similar IT operational management role, with experience in a dedicated ITSM / helpdesk / end user support management position. • Proven background governing outsourced MSP agreements and enterprise vendor relations. • Strong knowledge of ITSM frameworks (ITIL v4 Foundation or higher preferred). • Familiarity with ITSM tooling (e.g. Jira, Manage engine, ServiceNow or similar). • Good understanding of infrastructure, networking, and end-user technologies sufficient to manage escalations. Flexibility to travel between BRUSH sites. • Ability to influence and drive change • Personally Effective – organisational skills, ability to prioritise and delegate. What's in it for you? • Competitive salary • Holiday allowance starting at 26 days per annum plus bank holidays (pro rata for part time roles) • Flexible and Hybrid working options (role dependant) • Life insurance – 4 x annual salary • Enhanced Company Pension scheme • 24/7 free and confidential Employee Assistance Programme • GP24 Service – Access to remote, private GP services 24/7, 365 days a year plus Second Medical Opinions. • BRUSHRewards – Discover plenty of ways to get more active and make great savings on everyday essentials as well as gifts for loved ones, holidays and special treats for yourself. • Family friendly policies including Enhanced Maternity/Paternity • Bike2work scheme • Long Service Awards • Developing our people is important to us - we support and encourage development by offering ongoing professional development and training. About The Organisation BRUSH Group provide agile and adaptive engineering solutions and products, including consultancy services, design, and project management as well as award-winning product technology, to a wide range of projects. A chosen partner for national and regional power generation and distribution network operators, through innovation and a commitment to delivering solutions that address grid-resilience and drive system change, we support the global drive to net-zero, helping create a future-proof Infrastru