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This range is provided by Axon Moore. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range Software/IT Support Manager- Darwen, Lancashire BB3
Office based: 9am to 5pm Monday-Friday
Salary: £40k
Benefits: 25 days holiday plus Bank holidays and more to be discussed used at the application stage.
Be the driving force behind exceptional customer experiences.
We’re looking for a passionate and proactive Leader who’s ready to elevate service delivery, build high-performing teams, and foster strong, lasting relationships with customers. This role is ideal for someone who thrives in fast-paced environments, loves solving complex problems, and has a talent for leading and inspiring others in the IT support sector.
What You’ll Be Doing
Lead with purpose: Guide and support a team of service professionals, ensuring smooth operations and consistently high performance.
Shape the service experience: Develop and implement standards, policies, and procedures that drive efficiency and customer satisfaction.
Own service delivery: Oversee the day-to-day running of the Service Desk, ensuring quality and timely resolution of customer issues.
Strengthen relationships: Maintain and improve customer relationships, acting as a trusted advisor and point of escalation.
Drive continuous improvement: Regularly review processes and performance to enhance efficiency and service levels.
Solve the tough stuff: Step in to resolve escalated service issues and customer complaints with empathy and urgency.
Coach for success: Conduct biannual appraisals and provide ongoing mentoring and development for team members.
Contribute to leadership: Participate in leadership team discussions, contributing ideas, insights, and performance reports.
Unlock value: Identify and manage service activities outside of contract scope to ensure they are correctly billed as additional services.
Support smart usage: Advise customers on best practices for operating and maintaining their systems and equipment.
What You’ll Bring
Experience & Skills
3+ years in a leadership role, managing teams of 5-10 people
Strong background in customer support, ideally in software or wholesale/distribution environments
Demonstrated success in meeting service objectives and commercial targets
Confident communicator with excellent written and verbal communication skills
Analytical thinker with a problem-solving mindset and the ability to challenge the status quo
Proven experience in mentoring, coaching, and team development
Comfortable using support and business systems like ERP, ticketing tools, POS, and Microsoft 365
Bonus Points For
Familiarity with supply chain or ERP systems
Experience working within service delivery teams in software or technical environments
Who You Are
Inspirational leader: You lead by example and bring out the best in others.
Process-oriented: You love creating order out of chaos and refining systems for better results.
Customer champion: You care deeply about customer experience and go the extra mile to ensure satisfaction.
Collaborative: You believe in sharing knowledge, building relationships, and working as a team.
Solution-focused: You tackle problems head-on and bring a “can-do” attitude to every challenge.
What Success Looks Like
Customer SLAs met consistently:
Fast first responses
Timely resolution of high-priority tickets (80%+ within SLA)
Quality of service: Clear, detailed ticket notes and strong team shadowing performance
Happy customers, engaged team, and a service desk that runs like clockwork
If this looks like your perfect role, please see send your up to date CV to (url removed) or call me for a confidential conversation on (phone number removed)
Seniority level Seniority level Mid-Senior level
Employment type Employment type Full-time
Job function Job function Information Technology
Industries IT Services and IT Consulting
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