IT Support Manager

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

Benefits offered by this job

30 days annual leave

Pension scheme with employer matched 8

Flexible smart working

Healthcare cashback plan

Employee Assistance Programme

Volunteer 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 in Rochdale. This hands-on role combines strong technical knowledge with focus on service excellence and continuous improvement.

You will manage first and second-line IT support, drive performance, and develop the team while maintaining close relationships with customers and suppliers. The position offers flexible smart working and requires UK driving license.

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

• Lead and develop the IT Service Desk team to deliver a professional and responsive support service.
• Manage the delivery of first and second-line IT support for a diverse user base.
• Drive continuous improvement through analysis of service performance and customer feedback.
• Oversee incident escalation, problem resolution, and customer satisfaction.
• Manage IT assets, hardware deployment, software licensing, and supplier relationships.
• Administer and support Microsoft 365, Active Directory, VMware, end-user devices, and mobile device management 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

Leadership

Customer focus

Communication

Problem solving

Education

ITIL Foundation

GCSE English & Maths

Full UK driving licence

Tools

Microsoft 365

Active Directory

VMware

Device management

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.