IT Support Manager

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

Benefits offered by this job

30 days annual leave

Option to buy up to 5 additional days

Pension scheme with employer matched 8

Flexible smart working

Healthcare cashback plan

Virtual GP access

Subsidised gym membership

Employee Assistance Programme

Paid volunteering days

Enhanced family-friendly policies

Job summary

Rochdale Boroughwide Housing is seeking an experienced IT Support Manager to lead the day-to-day delivery of the IT Service Desk. This hands-on role combines strong technical knowledge with a passion for service excellence and team development.

The position is based in Rochdale with flexible Smart Working. You will lead and develop a high-performing team, manage first- and second-line IT support, and drive improvements to ensure reliable, customer-focused technology services across the

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

Microsoft 365

Active Directory

VMware

Device management

Endpoint support

Troubleshooting

Service performance analysis

Stakeholder management

Coaching

Education

ITIL Foundation

GCSE English and Maths

Full UK driving licence

Tools

Microsoft 365

Active Directory

VMware

ITSM platform

Job description

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.

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.

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