Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.

Are you a people-focused technology leader who thrives on empowering others, solving complex challenges, and making a real impact? If you’re ready to take the next step in your IT leadership journey, we’d love to meet you.

We’re looking for a Senior IT Manager to guide and support a talented team of Customer Technology Services Engineers. In this role, you’ll blend hands-on technical expertise with thoughtful leadership, fostering an environment where your team can grow, succeed, and feel supported. You’ll help shape the future of our global IT services while championing collaboration, wellbeing, and continuous improvement.

What you will do:

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.

What we are looking for:

• 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.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).

If you need any extra support throughout the interview process, then please email us at ukrecruitment@collinsongroup.com