IT Support Manager
Rochdale Boroughwide Housing
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Benefits offered by this job
Job summary
Rochdale Boroughwide Housing is seeking an experienced IT Support Manager to shape and lead the IT Service Desk, delivering reliable support for a diverse user base. The role combines hands-on technical leadership with a focus on service excellence, process improvement, and team development.
You will oversee incident management, asset control, and the smooth transition of projects into ongoing support, while building strong relationships with colleagues and suppliers.
Qualifications
- Experience in IT support and service delivery.
- Strong knowledge of Microsoft 365 administration.
- Experience with Active Directory, VMware, device management, and endpoint support.
- Excellent troubleshooting and communication skills.
- Experience analysing service performance and implementing improvements.
- Ability to build relationships with colleagues, customers and suppliers.
- Experience coaching or developing team members.
- Excellent organisational skills.
Responsibilities
- Lead and develop the IT Service Desk team to deliver a professional and responsive support service.
- Manage first and second-line IT support for a diverse user base.
- Drive continuous improvement through analysis of service performance and feedback.
- Oversee incident escalation, problem resolution and customer satisfaction.
- Manage IT assets, hardware deployment, software licensing and supplier relationships.
- Support administration of key technologies including Microsoft 365, Active Directory, VMware, devices and MDM solutions.
- Manage the ITSM platform, knowledge base and service desk processes.
- Support the transition of projects into operational support.
- Coach and develop team members to enhance technical capability and service delivery standards.
Skills
Education
Tools
Job description
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.
- 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.
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.
- 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.
- GCSE English and Maths (or equivalent).
- Full UK driving licence.
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.
- 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.
- Enhanced family-friendly policies.
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.
We recognise that AI can be a useful tool when preparing applications. However, all information, examples and achievements included in your application must be truthful, accurate and based on your own experience.
Rochdale Boroughwide Housing Limited (RBH) is the UK’s first tenant and employee co-owned mutual housing society, with over 12,000 homes throughout the local area.
As we’ve refocused our strategy back to our core housing role, we’ve taken the opportunity to work with our customers and colleagues to review and modernise the values that motivate us and will underpin everything we do. Our mutuality is focused on bringing genuine voice and influence to our customers and our colleagues in how we deliver our services. Our values get to the root of who we really are and what we stand for.
Putting People First: We listen with empathy, respond with compassion, and make it easy for our customers to access our services.
Doing What We Say: We earn trust through honesty, integrity, caring and keeping our promises.
Working As One: We embrace our mutuality and work together to deliver great outcomes for the people living in our homes and communities.
Delivering Quality: We invest wisely in our people and make it easy for them to deliver services and create places that our customers are proud to call home.
Open & Transparent: We are curious, embrace diverse ways of thinking and seek feedback to help us improve.
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