IT Support Manager

We are seeking an experienced and people-focused EMEA & AsPac IT Support Manager to join our Global IT team based in Ellesmere Port.

In this role, you will lead our Service Desk team and Deskside Support teams across EMEA and Asia Pacific,ensuring users receive a consistent, responsive and high-quality support experience. Working closely with colleagues across the business and wider IT function, you will drive service performance, lead continuous improvement initiatives and help shape the future of IT support at Innospec.

What you’ll be doing

• Lead, coach and develop Service Desk and Deskside Support team members to deliver a high-quality, customer-focused support service.
• Manage day-to-day Service Desk and Deskside operations, ensuring effective coverage and responsiveness across supported regions.
• Support resource management across the EMEA and AsPac Support teams and provide visibility of regional deskside demand, capacity, ticket backlogs and recurring issues.
• Oversee incidents, service requests and escalations, ensuring service levels are achieved and users kept informed.
• Build strong relationships with sites across EMEA and AsPac, understanding service challenges and coordinating improvements.
• Support the development of processes, knowledge content and self-service guidance.
• Use service data and user feedback to identify improvement opportunities and reduce recurring issues.
• Support the adoption of modern IT support tools, automation and digital workplace technologies.
• Coordinate third-party support providers and monitor service quality and performance.
• Ensure support processes meet audit, governance and SOX control requirements.

What we’re looking for

You are an experienced IT support leader with a passion for delivering excellent service and developing high-performing teams.

You enjoy working collaboratively, building strong stakeholder relationships and using data and insight to drive continuous improvement.

You will have:

• Proven experience leading an IT Service Desk, IT Support or End User Support function in a multi-site or regional environment.
• Strong people management and team development skills.
• Experience with ITSM processes, service management tools and performance reporting.
• The ability to manage operational priorities, escalations and service performance.
• Experience working with geographically distributed teams and stakeholders.
• Knowledge of Microsoft 365 and modern workplace technologies.
• Excellent communication and stakeholder management skills.
• A customer-focused, analytical and continuous improvement mindset.
• ITIL Foundation certification or equivalent practical ITSM experience.
• Experience with ServiceNow or a similar ITSM platform.
• Experience working in a global or regional IT support structure.

About Innospec

Innospec is a global specialty chemicals company focused on bringing innovative new technologies to market combined with a fast and responsive service. We serve a range of industries across the world, bringing our products to customers in markets from oilfields, fuels, refineries and power stations to personal care and performance chemicals. Our global team of approximately 2,450 employees spans 23 countries, applying their extensive experience and market understanding to customers' local needs. Integrating our global footprint with local service capability enables us to supply quality products that meet and anticipate changing market dynamics.

In return, we offer a competitive reward package and opportunities for continued professional development, including:

• Up to 10% employee, 15% employer pension contributions
• Private medical insurance
• 25 days annual leave, increasing to 28 days after 2, 4 and 5 years’ service
• Cycle to Work scheme
• Access to our full Percipio training library, free of charge, for ongoing learning and development

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