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For Companies At a Glance
- Tasks: Lead and transform IT service delivery in a dynamic, multi-site environment.
- Company: Growing UK business with a turnover of over £90m and 500+ users.
- Benefits: Competitive salary, training support, employee benefits, and monthly awards.
- Other info: Join a close-knit tech team where your voice truly matters.
- Why this job: Make a real impact by shaping the Service Desk function from the ground up.
- Qualifications: Strong IT support experience and confidence in M365 and application support.
The predicted salary is between 40000 - 40000 £ per year.
This is not your typical support role. It is your chance to lead, shape and transform IT service delivery in a growing, multi-site UK business with over £90m turnover and 500+ users.
If you are the kind of person who enjoys fixing things properly, not just quickly, and you have been itching to take more ownership, this could be the move that changes your career.
What's in it for you?
- Step into a leadership role without needing years of management experience
- Own and shape the Service Desk function from the ground up
- Work directly with a forward-thinking Head of Technology and fractional CIO
- Get exposure to IT transformation, service improvement and project delivery
- Be part of a small, close-knit tech team (c.5 people) where your voice matters
- Training, certifications and development fully supported
- Real variety: hands-on support + leadership + projects (Power BI, automation, service improvement)
- Recognition through monthly awards (£250 vouchers) and annual events
- Access to a wide employee benefits platform and wellbeing support
The opportunity
You will take the lead on day-to-day IT service and operations, acting as the go-to escalation point while mentoring a Service Desk Analyst and helping bring structure to a fast-moving environment. This is a business on a genuine transformation journey. Technology has been underinvested, processes are still maturing, and there is a huge opportunity to make a visible impact.
You will:
- Lead IT support operations across multiple sites and remote users
- Drive service desk improvements, SLAs, KPIs and ticketing discipline
- Act as 2nd/3rd line escalation across devices, M365, applications and basic infrastructure
- Support business-critical systems (ERP, CRM, HR platforms)
- Work closely with infrastructure, security and delivery teams to balance BAU and project work
- Help embed a customer-first, process-driven IT culture
- Play a key role in incident management, root cause analysis and continuous improvement
What you'll bring
- Strong 2nd line / senior service desk / IT support experience
- Confidence across M365, user support, applications and basic networking/infrastructure
- Exposure to application support (ERP/CRM/HR systems)
- A proactive mindset. You spot problems and fix the root cause
- The confidence to challenge, educate and influence users
- Ability to work in a hybrid BAU + project environment
- A natural communicator who can translate tech into plain English
The environment
- Multi-site business including manufacturing and field-based users
- Around 250 to 500 users, with varying levels of IT maturity
- A culture that is friendly, ambitious and customer-focused, but needs stronger processes and direction
- A place where you can genuinely steady the ship and build something better
Why this role stands out
This is ideal for someone who is:
- A 2nd line engineer ready for the next step
- Already acting as an informal lead and wants it officially
- Frustrated by firefighting and wants to improve how things actually work
- Looking for real responsibility without jumping into a huge corporate structure
If you are looking for a role where you can lead, influence, and make a visible impact from day one, this is well worth a conversation.
IT Service Desk Lead/Manager in Manchester employer: Tilt Recruitment Limited
Contact Detail:
Tilt Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Lead/Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to IT service management. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your leadership skills! Even if you haven’t held a formal management position, highlight instances where you’ve taken charge or improved processes. This will resonate well with employers looking for someone to shape their service desk.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate individuals ready to make an impact in their next role.
We think you need these skills to ace IT Service Desk Lead/Manager in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in IT support and leadership, and don’t forget to mention any specific tools or systems you’ve worked with that are relevant to the role.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Share your passion for transforming IT service delivery and how your proactive mindset can make a difference.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. We want to see your ability to spot problems and implement effective solutions, especially in a fast-paced environment.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Tilt Recruitment Limited
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around M365, user support, and basic networking. Be ready to discuss your experience with ERP, CRM, and HR systems, as these are crucial for the role.
✨Show Your Leadership Skills
Even if you haven't held a formal leadership position, think of examples where you've taken charge or mentored others. Highlight how you can bring structure to a fast-moving environment and improve service desk operations.
✨Be a Problem Solver
Prepare to discuss specific instances where you've identified root causes of issues and implemented solutions. This role is all about fixing things properly, so demonstrate your proactive mindset and ability to challenge the status quo.
✨Communicate Clearly
Practice translating technical jargon into plain English. You'll need to communicate effectively with users who may not be tech-savvy, so showing that you can bridge that gap will set you apart in the interview.