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- Tasks: Lead IT Problem Management, tackling system issues and driving solutions.
- Company: Respected regional law firm in Manchester with a focus on stability and client service.
- Benefits: Competitive salary, paid overtime, flexible working, and professional development opportunities.
- Why this job: Make a real impact by improving IT services for legal professionals and clients.
- Qualifications: 2+ years IT support experience, strong problem-solving skills, and customer service focus.
- Other info: Dynamic office environment with opportunities for growth and collaboration.
The predicted salary is between 40000 - 47000 £ per year.
We are proud to be partnering with a well-established Regional Law Firm in Manchester to recruit an experienced Problem Management Lead. This is a key hire within their IT function, offering the opportunity to shape and drive a proactive Problem Management capability in a professional services environment where stability, performance and client service are critical.
Reporting to the Technical Services Head, you will operate as a specialist 2nd/3rd line function, taking ownership of recurring, widespread and major system issues, ensuring root cause is identified and permanent solutions are implemented.
The Role
As Problem Management Lead, you will focus on a prioritised backlog of application and system performance issues, operating within an ITIL framework, with particular emphasis on the Problem Management discipline and close adherence to Change and Configuration Management processes. This is a predominantly office-based role in Manchester, with flexibility for up to two days per week working from home.
Key responsibilities include:
- Owning and driving prioritised Problems and Known Errors through to resolution or eradication
- Acting as a visible can-do problem-solving role model within the IT team, leading and influencing colleagues in a matrix capacity
- Delivering high-quality 2nd/3rd line technical support across a broad technology estate
- Taking a hands-on approach to troubleshooting hardware, applications and system issues
- Managing escalated Problems and Known Errors within agreed SLA and KPI timeframes
- Designing and implementing automation measures where appropriate
- Supporting and mentoring other IT team members
- Supporting core technologies including Windows, Azure Virtual Desktop and Microsoft 365 as part of Problem Management activity
- Providing end user computing, mobile device and printer support where required
- Owning and maintaining the IT knowledge base for Problems, Known Errors and Workarounds
About You
We are seeking a proactive, customer-focused IT professional who thrives on identifying root causes rather than repeatedly applying short-term fixes. You will demonstrate:
- A strong customer service ethic, whether face-to-face, via phone, email or chat
- The ability to prioritise workloads effectively and take full ownership of tasks
- A self-motivated, continuous improvement mindset
- A clear understanding of data protection and confidentiality principles (essential in a legal environment)
- At least 2 years hands-on IT support experience within a professional services environment
- Awareness of Windows Server environments
- Cloud exposure, particularly Azure and Microsoft 365
- Active Directory and Azure AD (Entra ID) user configuration experience
- Strong analytical and problem-solving skills with excellent attention to detail
- The ability to work collaboratively within a team environment
- A solid technical understanding of current technologies, suppliers and industry terminology
Why Apply?
This is an excellent opportunity to take ownership of a critical IT discipline within a respected regional law firm. You will play a pivotal role in improving system stability, driving down recurring incidents, and enhancing the overall IT service delivered to legal professionals and clients alike. If you are ready to step into a role where you can make a tangible impact and lead Problem Management best practice, we would welcome your application.
IT Problem Management Lead in Salford employer: Blackwater Recruitment Ltd
Contact Detail:
Blackwater Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Problem Management Lead in Salford
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work in professional services. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common problem-solving scenarios. Think about how you would tackle recurring system issues and be ready to share your thought process. We want to see that analytical mindset in action!
✨Tip Number 3
Showcase your hands-on experience! When discussing your background, highlight specific examples of how you've resolved technical issues or improved processes. This is your chance to shine as a proactive problem-solver.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace IT Problem Management Lead in Salford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of IT Problem Management Lead. Highlight your experience with problem management, ITIL frameworks, and any relevant technologies like Azure and Microsoft 365. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about problem management and how you can contribute to our team. Be sure to mention specific examples from your past experiences that demonstrate your problem-solving skills.
Showcase Your Customer Service Skills: Since this role is all about customer focus, make sure to highlight your strong customer service ethic. Share instances where you've gone above and beyond to resolve issues or improve user experience. We love seeing candidates who put customers first!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Blackwater Recruitment Ltd
✨Know Your ITIL Framework
Make sure you brush up on your ITIL knowledge, especially around Problem Management. Be ready to discuss how you've applied these principles in past roles and how they can be beneficial in a legal environment.
✨Showcase Your Problem-Solving Skills
Prepare specific examples of complex problems you've solved in previous positions. Highlight your analytical skills and how you identified root causes rather than just applying quick fixes.
✨Demonstrate Customer Service Ethic
Since this role requires a strong customer service focus, think of instances where you've gone above and beyond for clients or colleagues. Be ready to explain how you handle difficult situations with professionalism.
✨Familiarise Yourself with Core Technologies
Get comfortable with the technologies mentioned in the job description, like Windows, Azure, and Microsoft 365. If possible, have a few insights or recent updates about these technologies to share during the interview.