Manager, IT Support

In good company.

Hamilton (NYSE: HG) underwrites specialty insurance and reinsurance risks on a global basis through its wholly owned subsidiaries. Its three underwriting platforms: Hamilton Global Specialty Hamilton Select and Hamilton Re each with dedicated and experienced leadership provide access to diversified and profitable business around the world.

Headquartered in Bermuda Hamilton has over 600 employees with key underwriting operations in London Bermuda the US and work collaboratively we share a passion for the service and results we deliver and we know that what we do each day is meaningful to our customers and our business. We believe we are In good company. with everyone we interact with.

Were looking for a

Manager IT Support

Based in London UK and reporting to the Global Head of IT Operations Hamilton is seeking a dynamic and forward-thinking IT Support Manager to lead our end-user support operations across a growing international footprint. This is a pivotal leadership role focused on driving high-quality efficient and scalable support experiences for our global employee base while embedding automation security and innovation into day-to-day IT services.

What you will do

• Lead international IT Support function: Manage and develop a distributed team of support engineers driving a customer-first culture and consistent service delivery across all regions with a central focus on EU & UK
• Modernize the Support Experience: Transform traditional desktop support into a modern cloud-based support function emphasizing self-service automation and zero-touch provisioning using Microsoft 365 Intune Autopilot and Azure tools
• Drive Operational Excellence: Develop and monitor KPIs and SLAs to ensure service quality and team accountability using analytics to proactively improve performance and user satisfaction
• Manage Escalations and Complex Issues: Serve as the escalation point for critical incidents and coordinate cross-functional resolution with Infrastructure DevOps and Security teams
• Technology Implementation & Adoption: Partner with internal teams and vendors to support the rollout of new technologies ensure smooth change management and enable high user adoption
• Develop and Mentor Talent: Build and execute structured training mentoring and certification programs to grow technical and customer service skills within the team
• Enhance Onboarding & Offboarding: Ensure a seamless IT experience for new joiners and leavers through standardized provisioning process automation and asset management
• Ensure Budget and Cost Control: Manage support operations within budget and identify areas for cost optimization without compromising user experience
• Champion Security and Compliance: Embed security best practices into end-user computing ensuring alignment with IT governance and compliance requirements
• Manage entire end user device lifecycle (iPhone Android Windows 10/11)

Conduct Standards

• You must act with integrity
• You must act with due skill care and diligence
• You must be open and cooperative with the CBI FCA the PRA and other regulators
• You must pay due regard to the interests of customers and treat them fairly
• You must observe proper standards of market conduct
• You must act to deliver good outcomes for retail customers

What you require for the role

• Proven experience in transforming traditional IT support teams leveraging the Microsoft cloud stack to provide an automated self-service platform
• Experience with Azure Automate Intune Autopilot and Azure Security Centre would be beneficial
• Proven experience in managing a successful global remote IT desktop support team
• Demonstrated success in establishing and implementing support processes and standards
• Good working knowledge of PowerShell scripting
• Experience supporting desktop operating systems including Microsoft Windows
• Experience with Virtual Desktop Infrastructure (VDI) platforms
• Excellent oral and written communication skills
• A solid customer-centric approach with proven experience in collaborating with peers leaders colleagues and vendors (on-site and remote)
• Experience with budget development

Desirable Certifications

• Microsoft 365 Administrator
• Modern Desktop Administrator Associate
• Microsoft Teams Administrator Associate
• Azure Security Engineer Associate
• Microsoft Certified: Azure Administrator Associate or DevOps Engineer

What you can expect from us

We offer a vibrant entrepreneurial and collaborative culture guided by our values: Be Smart Be Sensible Be Open and Be More.

We know if we welcome and respect differences well attract and retain talent that brings a valuable diversity of perspectives and experience. We want all our colleagues to feel that they can bring their whole selves to work at Hamilton and know that they can be part of building a great company.

Required Experience:

Senior IC