IT Support and Projects Manager

May 30, 2024
Greek Street, Leeds, Leeds, United Kingdom
Job Type
Work Hours
Project Management
IT Management
Contact number
0113 2990570
Pension / PHI / Life / Bonus
West Yorkshire


IT Support Manager and Projects Manager

We have an opening in our IT Support department for an IT Support Manager that will manage a team of 1st and 2nd line level technicians but also be heavily involved in periodic IT Projects.

The ideal candidate will have a minimum 5 years’ experience in IT SupportHelpdesk with solid Customer Service experience and preferably be Microsoft certified; coupled with this you will have managed ICT projects.

To be considered you must:-

  • Have a full UK driving licence.

Job specification:

  • To provide technical support management; and manage service levels when answering support queries either onsite or via phone or email.
  • To maintain a high degree of customer service for all support queries.
  • To take ownership of user problems via the management of your team
  • To manage the process of logging all calls on the call logging system and maintain full documentation.
  • Help your team respond to enquiries from clients and help them resolve any hardware or software problems.
  • Manage the support of users in the use of Computer equipment by providing necessary training and advice.
  • Work as part of the IT Support Management team and any other operational/project teams as requested by the IT Director
  • Manage workloads and notify the IT Director when KPI/Targets are going to be breached.
  • Raise any security concerns to the IT Director
  • Manage reports and logs in line with departmental policy.
  • Obtain quotes and process orders in line with departmental policy.
  • Manage the set up and configuration of new laptops and desktops.
  • Manage the installation of authorised software to laptops and desktops.
  • Manage the configuration/maintenance of computer systems, networks and peripherals as instructed.
  • If required undertake trips to other sites/data centres, including staying overnight where appropriate (and maintain a valid UK driving licence).
  • Any other duties as requested by the IT Dir inc GDPR and process improvement inc incidents, risks.
  • Keep abreast of IT Trends and engage with IT Director to develop personal development plans for the team

The below skills would be beneficial to the role.

  • Active Directory user and computer administration
  • Windows desktop administration
  • Windows Server administration
  • O365 administration
  • Exceptional Customer Service skills
  • Proven experience working within IT service delivery management including IT Project Management and the ability to work at board level.
  • Excellent troubleshooting and problem-solving skills
  • Excellent ability to transfer knowledge within a team
  • General Network administration and troubleshooting



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