IT Service Support Manager

Oak Furniture; Swindon; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading British furniture retailer is seeking an experienced IT Service Support Manager to oversee their Service Desk Team in Swindon. This role involves managing service management processes, leading a technical support team, and driving user adoption initiatives. Ideal candidates will possess strong ITSM expertise and proven leadership skills. The position offers a competitive benefits package, including employee discounts and life assurance.

Benefits

Employee discount

Life assurance

25 days holiday

Birthday off

Pension

Employee Assistance Programme

My Rewards Programme

Free on-site parking

Qualifications

• Experience managing and developing a technical support team.
• Understanding of IT service management frameworks.
• Ability to manage stakeholder expectations effectively.
• Data-driven decision-making under pressure.

Responsibilities

• Lead the Service Desk Team and ensure high-performance metrics.
• Oversee service management processes for incidents and changes.
• Maintain records of IT assets and ensure lifecycle management.
• Drive user training and partner with security initiatives.

Skills

Leadership

ITSM Expertise

Process-Driven Mindset

Communication

Analytical Thinking

Technical Acumen

Retail Experience

Tools

Microsoft Azure

MDM systems (SOTI)

AWS

Google Workspace

Job description

About Oak Furnitureland

Oak Furnitureland is a beloved British furniture retailer with a passion for helping people create their dream homes. We are committed to providing exceptional quality and stylish furniture at accessible prices. As we continue to grow and evolve, we're seeking a talented and passionate IT Service Support Manager to join our growing IT team.

Location

The position is located at our Swindon Head Office and is fully office‑based.

Responsibilities

• Lead the Service Desk Team: Manage, mentor, and develop the IT Service Desk team, fostering a culture of exceptional customer service, accountability, and technical excellence. Drive team performance through key metrics such as first contact resolution rate and ticket aging.
• Champion Service Management Excellence: Own and evangelise the core service management processes, ensuring they are embedded, governed, and maturing across the IT department. Responsibilities include:
  • Incident Management – oversee the process for restoring normal service operation as quickly as possible following an incident, minimising business impact and providing clear stakeholder communication.
  • Problem Management – drive the team to look beyond immediate fixes by leading Root Cause Analysis on major and recurring incidents, identifying and implementing permanent solutions.
  • Change Management – play a pivotal part in the Change Management process by preparing and coordinating the agenda and content for the Change Advisory Board, ensuring all proposed changes are effectively documented and presented for assessment.
  • Release Management – collaborate with development and infrastructure teams to support the planning and scheduling of releases into live environments.
• Govern Our Technology Assets: Maintain the definitive record of the IT landscape, manage and develop the IT service management system as a single source of truth, and oversee the lifecycle of all IT hardware and software.
• Drive User Adoption and Capability: Analyse service desk request trends to identify training needs and partner with:
  • The Organisational Development team to create resources that improve user productivity and confidence with core systems.
  • The Cyber Security team to champion and support initiatives that foster a culture of high security awareness and protection across the business.

Qualifications

• Proven Leadership – demonstrable experience managing and developing a technical support team within a fast‑paced, commercial environment.
• Strong ITSM Expertise – a deep, practical understanding of established IT service management frameworks and principles, and how to apply them practically to deliver business value.
• Process‑Driven Mindset – a track record of successfully maturing service management processes (Incident, Problem, Change, etc.) through a team‑focused approach.
• Exceptional Communicator – ability to engage with and manage the expectations of a wide range of stakeholders, from end‑users to senior business leaders. Translate technical issues into business impact and describe highly technical solutions in simple, understandable terms.
• Analytical & Decisive – use data and KPIs to measure performance and drive continuous improvement. Comfortable making critical decisions under pressure during major incidents.
• Technical Acumen – demonstrable experience overseeing a modern, mixed‑OS (Windows, macOS, Android) environment, strong administrative knowledge of Microsoft cloud services (Azure, Entra ID, Intune), practical experience with ITSM systems and MDM platforms (SOTI), and a working knowledge of AWS and Google Workspace.
• Retail Experience (Desirable) – experience within a multi‑channel retail environment (e‑commerce, physical stores) providing an immediate understanding of our unique challenges and priorities.

Benefits

• Employee discount – amazing discounts available on all Oak Furnitureland products after successful completion of probation.
• Life assurance – free cover of a minimum of two times your annual salary up to the age of 65.
• 25 days holiday per year plus bank holidays.
• Birthday – an additional day off for you to celebrate your birthday.
• Pension – 4% employee contribution matched by the company.
• Employee Assistance Programme – access to telephone and face‑to‑face counselling services.
• My Rewards Programme – discounts on everything from restaurants and supermarkets to entertainment and holidays.
• Free on‑site parking.