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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 mentorship.
The predicted salary is between 40000 - 47000 ÂŁ per year.
IT Problem Management Lead in Manchester (Office-based, with up to 2 days WFH), 35 hours per week + paid overtime. Salary ÂŁ40,000 to ÂŁ47,000 + Benefits.
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:
- 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.
Problem Management Lead in Manchester employer: Lewis Paige
Contact Detail:
Lewis Paige Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Problem Management Lead in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to Problem Management. Think about how you would tackle specific issues and be ready to share your problem-solving strategies with confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in IT support and Problem Management. This can really set you apart from other candidates when you’re in front of hiring managers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Problem Management Lead in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Problem Management Lead. Highlight your experience with ITIL frameworks and any hands-on troubleshooting you've done. We want to see how you can bring your skills to our team!
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 your proactive approach can benefit us. Don’t forget to mention your customer service ethic and teamwork skills!
Showcase Relevant Experience: When detailing your work history, focus on your 2nd/3rd line support experience and any specific projects where you’ve driven improvements. We love seeing examples of how you've tackled recurring issues and implemented permanent solutions.
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 from us!
How to prepare for a job interview at Lewis Paige
✨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 Excellence
Since this role requires a strong customer service ethic, 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 Virtual Desktop, and Microsoft 365. Being able to discuss your experience with these tools will show you're prepared and knowledgeable.