IT Support Manager

at  Severfield PLC

Vacancy Summary
Career Level & Career Path: C - Professional Contributor
Working hours: Monday - Thursday 8.15 - 17.00 & Friday 8.15 - 15.00.
Location - Dalton or Lostock
At Severfield, we’re creating better ways to build for a world of changing demands.
We have a fantastic opportunity for a IT Support Manager to join our team. If you’re passionate about improving IT services and thrive in a dynamic, fast-paced environment, we’d love to meet you!
Our competitive advantage is our people, and we’re always looking for talented individuals to join us as we continue to transform skylines across the UK & Europe. A career at Severfield presents the opportunity for you to develop, grow, and to feel part of something special, after all, we are all in it together!
Vacancy Details
As the IT Service Desk Manager, you will lead and manage the IT service desk team. Overseeing the day-to-day operations of the service desk, ensure efficient handling of IT support requests, and implement best practices to optimize service delivery.

Other responsibilities will include but are not limited to:

• Lead, mentor, and develop the IT service desk team, ensuring timely and effective resolution of technical issues and promoting a positive work culture.
• Manage daily operations of the IT service desk, including incident, request, and problem management, ensuring SLA compliance and high levels of customer satisfaction.
• Monitor and report on key performance metrics, such as response times, ticket resolution, and customer feedback, using ITSM tools to identify trends and areas for improvement.
• Implement ITIL-based best practices for service management, drive process improvements, and introduce automation where applicable to enhance efficiency.
• Collaborate with internal departments and senior management to understand IT needs, provide regular updates, and ensure service desk alignment with business objectives.
• Coordinate with third-party vendors and manage hardware/software inventories and procurement to ensure the availability of resources.
• Develop and deliver training programs for the team and end-users to improve technical skills and increase self-service capabilities.

KEY SKILLS & EXPERIENCE

Reporting to the Head of IT, the ideal candidate will have a strong technical background, excellent leadership skills, and a customer-first mindset.

• Significant experience in IT service desk/support roles, with experience using ITIL (ideally ITIL Foundation or higher certification).
• Previous experience in a leadership or managerial role within a service desk environment.Strong understanding of IT systems, networks, and applications.
• Proficiency in ITSM tools (e.g., ServiceNow, Zendesk, or similar).
• Knowledge of Windows, macOS, Active Directory, Office 365, and remote troubleshooting tools.
• Microsoft or other vendor-specific certifications would be desirable.
• Excellent communication, problem-solving, and multitasking abilities.
• Experience managing service desk KPIs and driving operational improvements.

What We Offer
At Severfield, we’re all about doing the right thing, so as you’d expect, we offer competitive salaries and excellent benefits packages.
We are an equal opportunities employer and actively encourage individuals from diverse backgrounds, experiences, and skillsets to apply. We value the unique perspectives that come from different life experiences and are committed to building an inclusive environment. We welcome applications from everyone, regardless of age, gender, ethnicity, disability, sexuality, religion, or faith. At Severfield, we believe that a diverse team drives innovation and success, and we are eager to hear from all who want to contribute to our dynamic workplace.
We will be considering candidates as they apply and we will occasionally close job advertisements early in the event we receive sufficient applicants, so please don’t delay in submitting your application.
We look forward to receiving your application!
About Us
Severfield is the largest structural steelwork Group in the UK and among the biggest in Europe. We have been involved in the UK’s highest profile structural steel projects and we have the design and engineering capabilities to deliver the UK’s largest, most complex projects.
Today, with multiple sites in the UK, Europe, and our joint venture in India, we have an annual capacity to produce around 300,000 tonnes of fabricated steelwork.

PLEASE CLICK ON THE IMAGE BELOW TO WATCH OUR CAPABILITIES VIDEO ON YOUTUBE.

Acting on behalf of our clients, our project portfolio includes world-class stadia, bridges, national infrastructure, as well as shaping city skylines across the UK and further afield.
Benefits
Looking after our employees means both their physical and mental wellbeing. We’re proud to offer a range of benefits including:
25 days holiday
Minimum 7% employer pension contributions
Employee assistance programme (EAP)
Employee benefits scheme
Cycle to work scheme
Save as you earn
Free onsite parking (role specific)
Business health insurance
Job Reference: SUKIE0022

• Lead, mentor, and develop the IT service desk team, ensuring timely and effective resolution of technical issues and promoting a positive work culture.
• Manage daily operations of the IT service desk, including incident, request, and problem management, ensuring SLA compliance and high levels of customer satisfaction.
• Monitor and report on key performance metrics, such as response times, ticket resolution, and customer feedback, using ITSM tools to identify trends and areas for improvement.
• Implement ITIL-based best practices for service management, drive process improvements, and introduce automation where applicable to enhance efficiency.
• Collaborate with internal departments and senior management to understand IT needs, provide regular updates, and ensure service desk alignment with business objectives.
• Coordinate with third-party vendors and manage hardware/software inventories and procurement to ensure the availability of resources.
• Develop and deliver training programs for the team and end-users to improve technical skills and increase self-service capabilities