IT Problem Management Lead in Manchester

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’ll 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.