Senior Technical Support Manager

For over 20 years, Waystone has been at the cutting edge of specialist services for the asset management industry – partnering with institutional investors, investment funds and asset managers.  We work with our clients to help build, support, and protect investment structures and strategies worldwide.

Our success depends upon our ability to attract and retain the best, most diverse talent and provide our employees with a broad spectrum of professional development opportunities. Our workplace environment is an inclusive one, where employees can be themselves, reach their full potential and drive business results.

Summary: Senior Technical Support Manager is to manage and track ServiceDesk L2 activities and project work to ensure that all elements are delivered within the required timeline, while ensuring engagement from Service Management and other senior leadership.

Role Summary

The Senior IT Support Manager leads the delivery of IT support services across Waystone, overseeing Level 1 and Level 2 teams, managing technical projects, and ensuring alignment with business goals. This role combines deep technical expertise with strategic leadership, driving continuous improvement & operational excellence.

Core Responsibilities 

Leadership & Strategy

Lead and inspire a high-performing IT support team, fostering accountability and growth.

Develop and execute support strategies aligned with business and ITIL frameworks.

Promote a culture of proactive problem-solving and continuous improvement.

Influence cross-functional teams and senior stakeholders to drive IT initiatives.

Leading the training of Level 1 & ServiceDesk by the L2 team.

Operational Excellence

Oversee resolution of complex technical issues across end-user environments.

Ensure efficient ticket handling, escalation management, and service delivery.

Monitor KPIs, SLAs, and customer satisfaction metrics to ensure service quality.

Technical Oversight

Provide hands-on support and guidance for ServiceDesk, Level 1 & Level 2 engineers.

Manage systems including Office 365, Exchange, Active Directory, AWS, Azure & virtualized environments.

Lead troubleshooting efforts across end user solutions environment.

Project & Change Management

Coordinate and deliver IT projects with clear timelines and stakeholder engagement.

Collaborate with Service Management and senior leadership on strategic initiatives.

Identify recurring issues and implement long-term solutions.

Compliance & Governance

 Ensure adherence to internal policies and regulatory requirements.

 Maintain system security, patching, and proactive monitoring to minimize downtime.

 Liaise with third-party vendors for escalated support and service delivery.

Key Leadership Skills

Strategic Thinking: Ability to align IT support with business goals and anticipate future needs.

Team Development: Skilled in coaching & mentoring.

Decision-Making: Confident in making timely, data-driven decisions under pressure.

Stakeholder Management: Strong interpersonal skills to influence and collaborate across departments.

 Change Leadership: Capable of leading transformation initiatives and managing resistance.

 Communication: Clear, concise communicator with the ability to translate technical concepts for non-technical audiences.

 Resilience: Maintains composure and effectiveness in high-pressure environments.

Qualifications & Experience

Education & Certifications

Degree in Information Technology or related field.

ITIL Certified (preferred).

MCSE or equivalent certification.

AWS or Azure certification (preferred).

Experience

Minimum 5–7 years in IT support, with at least 2 years in a senior technical role.

Proven experience managing technical teams and delivering IT services in a complex environment.

Strong troubleshooting skills across hardware, software, cloud, and network domains.