IT Service Desk Lead – Hybrid, Impact & Growth

Rochdale Boroughwide Housing Ltd; Lancashire; Hybrid; GBP 37,000 - 45,000; Full time

Benefits offered by this job

30 days leave

Bank holidays

Pension matched 8%

Smart working

Healthcare cashback

Virtual GP

Gym subsidy

EAP 24/7

Volunteer days

Family-friendly policies

Job summary

Rochdale Boroughwide Housing Ltd is seeking an experienced IT Support Manager to lead the day-to-day delivery of our IT Service Desk from Rochdale. This full-time role offers smart working options within a commutable distance and a strong focus on service excellence and continuous improvement.

You will manage a team delivering first- and second-line IT support, driving performance, and maintaining customer satisfaction while overseeing assets, licensing, and supplier relationships.

Qualifications

• 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.

Responsibilities

• 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.

Skills

IT support

Service delivery

Troubleshooting

Communication

Organisational skills

Leadership

Education

ITIL Foundation

GCSE English & Maths

Full UK driving licence

Tools

Microsoft 365

Active Directory

VMware

Endpoint support

Job description

Rochdale Boroughwide Housing Ltd is seeking an experienced IT Support Manager to lead the day-to-day delivery of our IT Service Desk from Rochdale. This full-time role offers smart working options within a commutable distance and a strong focus on service excellence and continuous improvement.

You will manage a team delivering first- and second-line IT support, driving performance, and maintaining customer satisfaction while overseeing assets, licensing, and supplier relationships.