IT Support Manager

IT Support Manager

Rochdale

40,902

Contract: Full Time (36.25 hours per week), Permanent

Shape and lead a high-performing IT support function

Rochdale Boroughwide Housing is looking for an experienced and customer-focused IT Support Manager to lead the day-to-day delivery of our IT Service Desk. This is an excellent opportunity for a hands-on IT professional who combines strong technical knowledge with a passion for service excellence, continuous improvement, and team development.

This is a full-time, permanent position based in Rochdale, therefore it is essential you are currently located within a reasonable commutable distance of Rochdale. We offer a flexible Smart Working approach, giving you the freedom to work where and when it best meets business and personal needs.

What you'll be doing as our IT Support Manager

• Leading and developing the IT Service Desk team to deliver a professional and responsive support service.
• Managing the delivery of first and second-line IT support for a diverse user base.
• Driving continuous improvement through analysis of service performance and customer feedback.
• Overseeing incident escalation, problem resolution, and customer satisfaction.
• Managing IT assets, hardware deployment, software licensing, and supplier relationships.
• Administering and supporting key technologies including Microsoft 365, Active Directory, VMware, end-user devices, and mobile device management solutions.
• Managing the ITSM platform, knowledge base, and service desk processes.
• Supporting the transition of projects into operational support.
• Coaching and developing team members to enhance technical capability and service delivery standards.

About you

You will be an experienced IT support professional with a strong understanding of service management principles and a track record of delivering excellent customer service. You will be confident leading teams, managing workloads, and driving improvements within a busy support environment.

Essential experience and knowledge

• Experience in IT support and service delivery.
• Knowledge of Microsoft 365 administration and troubleshooting.
• Experience with Active Directory, VMware, device management, and endpoint support.
• Strong troubleshooting and problem-solving skills.
• Experience analysing service performance and implementing improvements.
• Ability to build effective relationships with colleagues, customers, and suppliers.
• Experience coaching, mentoring, or developing team members.
• Excellent communication and organisational skills.

Qualifications

• ITIL Foundation qualification.
• GCSE English and Maths (or equivalent).
• Full UK driving licence.

Why join RBH?

This is a fantastic opportunity to make a genuine impact, helping to shape and modernise IT support services while developing a talented team and improving the experience for users across the organisation. You'll play a key role in delivering reliable, efficient, and customer-focused technology services that enable colleagues to work effectively every day.

Apply today and help drive the future of IT service delivery

In addition to a competitive salary, you will benefit from:

• 30 days annual leave plus bank holidays.
• Option to buy up to 5 additional days annual leave.
• An additional 5 days leave after 5 years' service.
• Pension scheme with employer contributions matched up to 8%; death in service benefit.
• Flexible smart working arrangements.
• Healthcare cashback plan, virtual GP access and subsidised gym membership.
• Employee Assistance Programme available 24/7.
• Paid volunteering days.
• Enhanced family-friendly policies.

If interested, we encourage you to apply as soon as possible, as we review applications as they are received, therefore we may close this vacancy earlier than advertised.

Diversity, Inclusion & Belonging

RBH is committed to creating an inclusive workplace where everyone feels valued, respected and supported. We operate a Guaranteed Interview Scheme for applicants who declare a disability and meet the minimum requirements of the role.