IT Support Manager

Wells and Co.; Bedford; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Private Healthcare

Life assurance

Pension

Retail discounts

25 days holiday

Fun culture

Job summary

Wells & Co. is seeking a hands-on IT Support Manager to lead a small IT Support team and provide 1st and 2nd line support across devices, Microsoft 365, user access and business applications in the UK and France.

Reporting to the Director of IT, you’ll prioritise incidents, coach the team, maintain service levels and ensure end‑to‑end support, while being on call and traveling between Wells & Co locations as needed.

Qualifications

• Solid experience providing 1st and 2nd line IT support in commercial environments.
• Experience leading or coordinating an IT support/service desk team.
• Line management experience with coaching, feedback and development.
• Strong knowledge of Microsoft 365, Windows, user administration and hardware lifecycle.
• Good understanding of networking fundamentals (Wi‑Fi, DHCP, DNS, connectivity).
• Experience using ITSM tools and working to SLAs/performance measures.
• Excellent communication and customer service skills.
• Willingness to be on call and travel between Wells & Co locations.

Responsibilities

• Provide hands-on 1st and 2nd line IT support across devices, Microsoft 365, user access, business apps and connectivity.
• Manage day-to-day workload of the IT Support team while maintaining your own technical workload.
• Take ownership of priority incidents and complex issues through to resolution.
• Monitor tickets and service levels, prioritise issues and inform users.
• Coach and support the team through regular 1‑to‑1s, feedback and development.
• Support joiners, movers and leavers, device provisioning and lifecycle.
• Troubleshoot EPOS and other operational technology across the business.
• Spot recurring issues and work with colleagues and suppliers to tackle root causes.
• Keep support documentation and procedures up to date.
• Support IT projects, system changes and testing.

Skills

1st/2nd line support

IT team leadership

Microsoft 365

Windows administration

Networking basics

ITSM tools

Customer service

Tools

ITSM tools

Job description

At Wells & Co, our technology supports a busy and varied hospitality business in the UK and France and we’re looking for a hands on IT Support Manager who loves getting stuck in.

You’ll spend most of your time providing 1st and 2nd line support, troubleshooting issues and helping colleagues across the business, while also taking the lead on the day‑to‑day running of our small IT Support team.

Reporting to the Director of IT, you’ll be the first point of escalation when things get tricky, helping the team prioritise workloads, maintain great service standards and make sure our users get the support they need.

Great IT support isn’t just about fixing problems. It’s about keeping people connected, systems running and the business moving. Working with your direct team you’ll keep the IT “lights on” within agreed Service Level Agreements while making improvements to processes to reduce both issues and their impact.

Position:

Your responsibilities will include:

• Providing hands‑on 1st and 2nd line IT support across devices, Microsoft 365, user access, business applications and connectivity.
• Managing the day‑to‑day workload of the IT Support team while maintaining your own technical workload.
• Taking ownership of priority incidents and more complex technical issues through to resolution.
• Monitoring tickets and service levels, making sure issues are prioritised and users are kept informed.
• Coaching and supporting the team through regular one‑to‑ones, feedback and development.
• Supporting joiners, movers and leavers, device provisioning, and the end‑user hardware lifecycle.
• Troubleshooting EPOS and other operational technology across the business.
• Spotting recurring issues and working with colleagues and suppliers to tackle the root cause.
• Keeping support documentation, procedures and knowledge articles up to date.
• Supporting IT projects, system changes and testing.

Requirements:

We’re looking for a hands‑on, customer‑focused IT professional who enjoys solving problems, supporting people and leading a small team, without stepping away from the day‑to‑day technical work.

• Solid experience providing 1st and 2nd line support in a commercial environment
• Experience leading or coordinating an IT support/service desk team, including managing workloads and priorities.
• Some line management experience, with the confidence to coach, give feedback and support development.
• Strong working knowledge of Microsoft 365, Windows, user administration, endpoint hardware, and remote support tools
• A good understanding of networking fundamentals, including Wi‑Fi, DHCP, DNS and connectivity troubleshooting.
• Experience using ITSM tools and working to service levels and performance measures.
• Strong troubleshooting skills and the ability to stay calm, prioritise and take ownership when something needs fixing quickly.
• Great communication and customer service skills, whether you’re helping a colleague, senior stakeholder or external supplier.
• The ability to explain technical information simply and produce clear, useful support documentation.
• Flexibility to be “on call” during out of hours and travel between Wells & Co locations

Other information:

We will provide you with a great package including:

• £40,000 - £50,000
• 25 days holiday
• Private Healthcare
• Life assurance
• Pension
• Retail discounts
• Fun culture in a unique workplace

We are a people‑first business – Our pubs bring people together, and we believe our teams should reflect the communities we serve. We want everyone to feel welcome, valued, and able to be themselves at work. We are committed to creating an inclusive workplace where people are treated with respect and given equal opportunity to thrive, regardless of their background, experiences, or identity. Whether it’s your first role in hospitality or your next career move, if you’ve got a positive attitude and a passion for looking after people, we’d love to hear from you.

If you need any adjustments or additional support during the recruitment process, please let us know when you apply.