IT Service Manager / IT Manager

Interface Recruitment; Leeds; On-site; GBP 45,000 - 50,000; Full time

Benefits offered by this job

Company performance bonus

Health cover (upgrade option)

Three meals provided weekly

Drinks and snacks on site

Unlimited holiday

No overtime

Job summary

Interface Recruitment is working with a family-run manufacturer to appoint an IT Service Manager who will own IT services, supplier relationships and a pipeline of systems projects. The role is based in Leeds, on-site, with a salary of £45,000-£50,000 and a performance bonus.

Reporting to the Head of Operations, you will manage MSPs, lead service reviews, oversee the in-house Data Analyst and drive improvements across cloud-based environments, analytics and automation.

Qualifications

• Experience managing MSP relationships and vendor performance.
• Proven ability to lead IT service delivery and projects.
• Strong communication with senior managers and staff.
• Experience with Microsoft 365, cloud IT, and networking.

Responsibilities

• Managing MSP relationships and performance against SLAs.
• Leading service reviews, escalations and improvements.
• Overseeing the internal helpdesk and prioritising requests.
• Coordinating IT and business systems projects from scope to delivery.
• Reporting IT performance, budgets, risks and priorities to leadership.
• Supporting BI and analytics alongside the Data Analyst.
• Managing IT assets, procedures and new starter arrangements.
• Working with providers to achieve Cyber Essentials Plus.
• Providing direction and development for the Data Analyst.

Skills

Microsoft 365

Cloud IT

Networking

End-user support

MSP management

Tools

HubSpot

ERP system

VoIP system

Phocas

Job description

IT Service Manager / IT Manager

Leeds | £45,000-£50,000 + company performance bonus

Permanent | On site | 45 hours per week | No overtime requirement

Ready to use your technical experience to take ownership of IT services, suppliers and business improvement projects?

You might be a Service Desk Team Leader or Manager looking for wider responsibility. Perhaps you're a Senior Support or Third Line Engineer who already coordinates projects, handles escalations and supports colleagues. Or you could be an established IT Manager who enjoys managing services and improving systems.

Interface Recruitment is working with a family-run manufacturer with a £20+m turnover, approximately 45-50 employees and ambitious plans for the coming years.

The vacancy follows the promotion of the current IT Manager after ten years with the business. You will join a supportive team where people build lasting careers, with an opportunity to influence how technology develops across the organisation.

The opportunity

Reporting to the Head of Operations, you will take ownership of IT service delivery, manage external technology partners and lead a varied pipeline of systems projects.

The business operates a fully cloud-based environment. MSPs deliver Microsoft 365, networking, devices and technical support. You will use your technical understanding to assess recommendations, challenge service performance and ensure issues are resolved.

You will also manage an in-house Data Analyst, helping them prioritise their work, develop their skills and build confidence. Together, you will support improvements across systems, reporting and automation.

What you'll be doing

• Managing MSP relationships and performance against agreed SLAs and OLAs.


• Leading service reviews, managing escalations and driving lasting improvements.


• Overseeing the internal helpdesk, prioritising requests and keeping employees informed.


• Coordinating IT and business systems projects from scoping through to delivery.


• Reporting to senior leadership on IT performance, budgets, risks and future priorities.


• Supporting BI and analytics development alongside the Data Analyst.


• Managing IT assets, procedures and new starter arrangements through external partners.


• Working with providers towards achieving and maintaining Cyber Essentials Plus.


• Providing clear direction, coaching and development for the Data Analyst.

Projects you'll help deliver

There is already a varied programme of work to get involved in, including:

• A new VoIP system integrating call notes with the CRM.


• Integration between HubSpot and the ERP system.


• Customer EDI connections to streamline order processing.


• A review of ERP and SaaS platforms to shape the technology roadmap.


• Practical uses of AI and automation across the business.


• Further development of analytics using Phocas.

You will coordinate the right people and providers, manage delivery and ensure these projects meet business needs.

What we're looking for

A strong technical foundation, clear communication and the ability to take ownership are central to this appointment.

Your background could include IT management, service desk leadership, senior support, infrastructure engineering or third-line support. Experience within an MSP, or working closely with outsourced IT providers, would be particularly relevant.

You should bring:

• A good understanding of Microsoft 365, cloud IT, networking and end-user support.


• Experience managing escalations, priorities and service expectations.


• Confidence working with suppliers and challenging recommendations constructively.


• Experience delivering or coordinating technical changes and systems projects.


• The ability to explain IT matters clearly to senior managers and everyday users.


• Experience leading, mentoring or developing colleagues.


• An interest in business systems, reporting, AI and automation.


• Relational database knowledge, strong Excel skills and an ITIL background would also be useful.

You do not need to have held an IT Manager title already. We welcome candidates who can demonstrate the technical credibility, organisation and people skills to take this next step.

The culture and benefits

The business places a strong emphasis on respectful working relationships, collaboration and supporting colleagues. You will have direct access to operational leadership and scope to help develop the IT function as the organisation grows.

The package includes:

• £45,000-£50,000 salary.


• Company performance bonus, worth approximately 20-25 days' additional pay, plus other incentives.


• Performance-based unlimited holiday—most employees take 30 or more days annually, plus bank holidays.


• Three meals provided each week, on Monday, Wednesday and Friday.


• Health cover, with an option to upgrade.


• Drinks and snacks provided on site.


• No requirement for overtime