IT Support Manager — Lead Service Desk (Hybrid)

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 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