IT Service Manager


We’re looking for an experienced IT Service Manager, you will be working as part of the IT Service Management team, providing IT administrative and technical support of our computing infrastructure across our four engineering studios.

Working together with the Head of IT, you’ll also be shaping business processes within IT Service Management, undertaking projects to streamline existing practices using a combination of the Service Desk portal, SharePoint and automation tools.

As the IT Service Manager, you will be responsible for the management of the IT Service Desk and act as an escalation point to our Junior and Graduate IT Technicians. You must combine strong analytical skills and problem-solving abilities excellent interpersonal skills; which are crucial to reconciling the sometimes contrasting needs of management, technical personnel and end-users. You will need the ability to communicate complex concepts and ideas easily to the wider business and have the ability to work as a team player, particularly in communicating and supporting other team members.

Working within a small team, you must have a keen eye for detail and seeing where a process can be improved once it has been resolved for an end user – whether it be documenting how it was fixed after resolution, or using automation tools to make it faster for next time.

You will be expected keep up to date with latest technology developments and where appropriate, how we can best to leverage its capabilities for our organisation.

About You: 

  • 2+ years prior experience in a helpdesk management role required
  • ITIL Foundation certificate in IT Service Desk Management or similar required for this position
  • 2+ years experience with Office 365 administration (Exchange, SharePoint, InTune, Azure AD)
  • Experienced with administration of Windows 10, Windows Server, and Mac OS operating systems
  • Experience in PowerShell and Group Policy changes is a must
  • Experience in IT Security fundamentals – malware, phishing and vulnerability remediation
  • Experience using a ticket management platform, triaging calls an (Freshservice, Zendesk etc)
  • Excellent computer networking knowledge (addresses, subnets, VPNs)
  • Maintaining IT Knowledgebase articles

Bonus Experience: 

  • Prior experience in investigating and triaging IT Security incidents through a SIEM platform (LogRhythm, Darktrace or equivalent)
  • Experience of Freshservice
  • Experience of working IT within engineering sector
  • Knowledge of/certified in Lean Six Sigma concepts
  • Working in a Kanban or Agile environment
  • Microsoft Certified in Azure, Office 365, Desktop and/or Server


This is a hybrid working position near Leeds but commutable distance to our studios and prepared to travel as required to our other sites as required (Glasgow, Leeds, Manchester, London)

We offer a competitive salary together with a wide range of benefits including hybrid working

Apply Now

Our process

We are always looking to recruit exceptional people who believe in being friendly and client-focused. We look for personal qualities such as creativity, approachability, enthusiasm and diligence and for team players who are willing to go the extra mile for our clients, collaborators and their colleagues!

We are an ‘Approved Employer’ for the ICE Training Scheme and offer structured and supportive training towards chartered engineer status with the ICE and / or IStructE for ambitious Civil / Structural Engineering graduates.

We always encourage direct applications for all our positions and rarely use recruitment agencies. CV’s sent through by agencies that we have not engaged with in advance of a position being advertised will not be considered via this route.

If you’d like to discuss any current or future job opportunities with us don’t hesitate to get in touch. Regardless of where you’re at in your career, we are always open to having a chat over a coffee. You can email your CV to us below. For details of our privacy policy click here

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