Job Title: IT Support Manager
Location: Leeds (Hybrid Working Available)
Job Type: Full-Time, Permanent
Salary: £45,000 – £55,000 per annum (depending on experience)
Department: Information Technology
Reporting To: Head of IT / Operations Director
About the Role
We are seeking an experienced and proactive IT Support Manager to lead our IT support function and ensure the delivery of reliable, secure, and high-quality technical services across the organisation. This role combines hands-on technical expertise with team leadership, service improvement, and strategic planning responsibilities.
The successful candidate will manage day-to-day IT support operations, oversee service delivery performance, and drive continuous improvement initiatives to enhance user experience and system reliability.
Key Responsibilities
-Lead, mentor, and manage the IT Support team, including service desk analysts and support technicians
-Oversee daily IT support operations, ensuring timely resolution of incidents and service requests
-Implement and maintain ITIL-based service management best practices
-Monitor service desk performance using KPIs and SLAs
-Act as escalation point for complex technical issues
-Manage IT infrastructure support including desktops, networks, servers, and business systems
-Coordinate system upgrades, maintenance schedules, and patch management
-Work closely with senior stakeholders to align IT services with business needs
-Manage relationships with third-party vendors and service providers
-Ensure compliance with cybersecurity policies and data protection standards
-Develop documentation, procedures, and knowledge base resources
Essential Skills & Experience
-Proven experience in an IT Support Manager, Service Desk Manager, or Senior IT Support role
-Strong technical background in Microsoft environments (Windows Server, Microsoft 365, Azure)
-Experience managing IT support teams in a fast-paced environment
-Knowledge of networking fundamentals (LAN/WAN, VPN, firewalls)
-Experience with IT service management tools and ticketing systems
-Strong troubleshooting and problem-solving abilities
-Excellent communication and stakeholder management skills
Desirable Skills
-ITIL Foundation certification (or higher)
-Experience with cloud platforms and hybrid infrastructure
-Cybersecurity awareness and best practice knowledge
-Project management experience
Personal Attributes
-Strong leadership and coaching skills
-Customer-focused mindset
-Highly organised with excellent attention to detail
-Ability to prioritise workload and manage competing demands
-Continuous improvement mindset
What We Offer
-Competitive salary and annual performance review
-Hybrid working options
-Pension scheme
-Professional development and certification support
-25 days annual leave plus bank holidays
-Employee wellbeing programme