IT Support Manager

Posted 07 January 2022
Salary£35000 - £37000 per annum + Excellent training and benefits
Job type Permanent
DisciplineInfrastructure & Support
Contact NameJessica Farnell

Job description

Role: IT Support Manager
Location: Manchester City Centre
Salary: £35,000 - £37,000


My client, who are one of the largest education support companies in the UK, are looking to hire a new IT Support Manager to join their team in Manchester City Centre. You will be responsible for managing the IT Technicians team (which supports over 100 schools). You will be responsible for performance delivery, whilst developing effective working relationships with colleagues with and beyond IT services, to ensure high quality service is delivered by the Service Desk.

You will be travelling around to the different Manchester sites when needed - so a driving license/access to car is essential.

We are looking for someone who is both charismatic and is eager to develop and progress within their career!


** Ownership - handling and undertaking any relevant issue investigation, ensuring an exceptional level of customer service and satisfaction is met at all customer touch points. Monitoring ongoing performance via KPIs & SLAs and providing constructive feedback to the team. Presenting team stats and updates to the IT Operations Manager on a regular basis.

** Leadership - Handing escalations, case investigations and assisting the IT Operations Manager with some projects. Carrying out return to work interviews and 1-2-1 meetings, planning team training, onboarding new starters, supporting the team with personal growth.

** Direction - Assessing the processes being used with the team and helping identify where improvements can be made.

** Business development - working closely with the IT sales team to maximise business development opportunities and ensure high quality customer service through effective account management.

Experience needed:

** Excellent verbal and written communication skills
** Organisational skills with the ability to multi-task
** Ability to manage own time effectively
** Experience of managing a team and collaborating with peers to deliver high quality support
** Ability to think around issues and look at the wider picture to provide solutions
** Drive, self-motivation and ability to work under own initiative
** Knowledge and experience of supporting range of IT applications, platforms and technologies
** Produce management information reports from ITSM systems
** Working accurately and confidently with service desk tools and technology - such as ITSM, remote access, knowledge resources
** Developing professional and effective working relationships with customers and key stakeholders
** Delivering a high level of customer service


** 25 days holiday rising to 30 days
** Essential car allowance of up to £800 pa
** Membership of Local Government of Pension Scheme
** Free onsite parking

You must have charisma and passion for IT and career development- we want to know that you are enthusiastic!

If you are interested in the opportunity to join an exciting and market leading organisation and will help you to progress within your IT career, please apply for this role ASAP by sending your CV to jessica . farnell @ itecco . co . uk