About the role

Senior IT Manager guiding a team of Customer Technology Services Engineers at Collinson. Blending hands-on technical expertise with thoughtful leadership in a hybrid work environment.

Responsibilities

Lead & Empower Inspire, mentor, and support a diverse team of CTS Engineers.
Champion their professional development through coaching, skills growth, and meaningful feedback.
Create a team culture built on trust, inclusion, and shared success.
Balance & Organize Allocate workloads with care, ensuring fairness, clarity, and smooth delivery.
Prioritize projects based on team capacity and business needs while supporting healthy work/life balance.
Drive Operational Excellence Oversee daily operations such as vulnerability and patch management and conference room readiness.
Track key performance metrics and lead continuous improvement initiatives.
Collaborate & Communicate Foster strong partnerships with internal teams, leaders, and stakeholders.
Keep communication open, honest, and barrier-free across locations and time zones.
Support Our Customers Build trust with our internal and external customers by understanding their needs and ensuring excellent service delivery.
Act as an escalation point for complex or major incidents.
Guide Technical Success Provide hands-on guidance for technical challenges and support your team through high-impact issues.
Participate in strategic technology projects and cross-functional initiatives.
Plan & Report Maintain clear, transparent reporting on performance, customer feedback, and improvement opportunities.
Coordinate scheduling, shifts, and on-call rotations to support 24×7 operations.

A degree in IT, Computer Science, or equivalent experience.
5+ years in IT support, including at least 2 years leading teams.
Expertise in end-user technologies (Windows, macOS), Microsoft 365, and collaboration tools such as Teams or Zoom.
Experience with endpoint management platforms (Intune, SCCM, JAMF, PDQ).
Confidence leading global teams or supporting follow-the-sun models.
Excellent communications skills to lead with clarity, empathy and confidence.
Nice to have: ITIL certification or familiarity with ITIL frameworks.
Experience with platforms like Fresh Service.
Knowledge of asset lifecycle management and security standards.
Certifications in Microsoft, Apple, or endpoint technologies.
Experience coordinating projects across multiple teams.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.
We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work.
Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.