IT Service Manager / IT Manager

• Manage MSP relationships and performance against agreed SLAs and OLAs.
• Lead service reviews, manage escalations and drive lasting improvements.
• Oversee the internal helpdesk, prioritise requests and keep employees informed.
• Coordinate IT and business systems projects from scoping through to delivery.
• Report to senior leadership on IT performance, budgets, risks and future priorities.
• Support BI and analytics development alongside the Data Analyst.
• Manage IT assets, procedures and new starter arrangements through external partners.
• Work with providers towards achieving and maintaining Cyber Essentials Plus.
• Direct, coach and develop the Data Analyst.
• Coordinate project contributors and providers, manage delivery and ensure projects meet business needs.

Technologies:

• AI
• Cloud
• Excel
• Support
• ITIL
• Microsoft 365
• Office 365
• CRM
• ERP
• HubSpot, We are a family-run manufacturer with a turnover of more than £20 million and approximately 45-50 employees, based in Leeds. This permanent, on-site role reports to the Head of Operations and follows the promotion of our current IT Manager, who has been with the business for ten years. We operate a fully cloud-based environment, with external providers supporting Microsoft 365, networking, devices and technical support. You will join a supportive team, work directly with operational leadership and help develop our IT function as we grow. The role offers a salary of £45,000-£50,000, a company performance bonus worth approximately 20-25 days additional pay plus other incentives, performance-based unlimited holiday (most employees take at least 30 days annually, plus bank holidays), three provided meals each week, health cover with an upgrade option, and drinks and snacks on site. The 45-hour working week has no overtime requirement.

• Strong technical foundation and clear communication skills, with the ability to take ownership.
• Background in IT management, service desk leadership, senior support, infrastructure engineering or third-line support.
• Experience with an MSP or outsourced IT providers would be particularly relevant.
• Good understanding of Microsoft 365, cloud IT, networking and end-user support.
• Experience managing escalations, priorities and service expectations.
• Confidence working with suppliers and constructively challenging recommendations.
• Experience delivering or coordinating technical changes and systems projects.
• Ability to explain IT matters clearly to senior managers and everyday users.
• Experience leading, mentoring or developing colleagues.
• Interest in business systems, reporting, AI and automation.
• Relational database knowledge, strong Excel skills and an ITIL background would be useful.