IT Support SME — Hybrid & Global Impact

Howden Group Services Limited; Manchester; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Howden Group Services Limited seeks an IT Support SME in Manchester to monitor customer experience, manage incidents, and provide advanced Tier 1.5 and 2nd line support. The role involves remote and desk-side assistance across global employees, with a focus on service quality and knowledge management.

You will work in a hybrid setup (office 3 days per week) reporting to the IT Service Delivery Manager, supporting Unisys and third-party partners, and participating in weekend on-call rotations and

Qualifications

• Excellent customer service mindset with strong communication skills.
• Ability to triage IT incidents and manage escalations effectively.
• Comfortable supporting Windows 10+ and Mac OS X environments.
• Experience with multi-tool ITIL-aligned incident, request and change processes.
• Strong teamwork and stakeholder communication across time zones.

Responsibilities

• Provide Tier 1.5 and 2nd line support to employees remotely and desk-side.
• Monitor customer experience and contribute to knowledge management.
• Resolve incidents within SLA and coordinate with third-party providers.
• Maintain knowledge articles and assist in major incidents.
• Support mobile devices (iOS/Android) and Active Directory administration.

Skills

Excellent communication skills

Customer service mindset

Team collaboration

Problem solving

Proactive under pressure

Mobile devices knowledge

Microsoft Office

Windows administration

Remote support

Education

ITIL Foundation V3/V4

Tools

ServiceNow

Microsoft Teams

Zoom

Skype for Business

Cisco Webex

Condeco

Crestron

Active Directory

SCCM

Intune / AutoPilot

Mimecast

Office 365

Job description

Howden Group Services Limited seeks an IT Support SME in Manchester to monitor customer experience, manage incidents, and provide advanced Tier 1.5 and 2nd line support. The role involves remote and desk-side assistance across global employees, with a focus on service quality and knowledge management.

You will work in a hybrid setup (office 3 days per week) reporting to the IT Service Delivery Manager, supporting Unisys and third-party partners, and participating in weekend on-call rotations and