IT Service Manager / IT Manager

Leeds | £45,000–£50,000 + company performance bonus Permanent | On site | 45 hours per week | No overtime requirement Ready to use your technical experience to take ownership of IT services, suppliers and business improvement projects? You might be a Service Desk Team Leader or Manager looking for wider responsibility. Perhaps you’re a Senior Support or Third Line Engineer who already coordinates projects, handles escalations and supports colleagues. Or you could be an established IT Manager who enjoys managing services and improving systems. Interface Recruitment is working with a family-run manufacturer with a £20+m turnover, approximately 45-50 employees and ambitious plans for the coming years. The vacancy follows the promotion of the current IT Manager after ten years with the business. You will join a supportive team where people build lasting careers, with an opportunity to influence how technology develops across the organisation. The opportunity Reporting to the Head of Operations, you will take ownership of IT service delivery, manage external technology partners and lead a varied pipeline of systems projects. The business operates a fully cloud-based environment. MSPs deliver Microsoft 365, networking, devices and technical support. You will use your technical understanding to assess recommendations, challenge service performance and ensure issues are resolved. You will also manage an in-house Data Analyst, helping them prioritise their work, develop their skills and build confidence. Together, you will support improvements across systems, reporting and automation. What you’ll be doing Managing MSP relationships and performance against agreed SLAs and OLAs. Leading service reviews, managing escalations and driving lasting improvements. Overseeing the internal helpdesk, prioritising requests and keeping employees informed. Coordinating IT and business systems projects from scoping through to delivery. Reporting to senior leadership on IT performance, budgets, risks and future priorities. Supporting BI and analytics development alongside the Data Analyst. Managing IT assets, procedures and new starter arrangements through external partners. Working with providers towards achieving and maintaining Cyber Essentials Plus. Providing clear direction, coaching and development for the Data Analyst. Projects you’ll help deliver There is already a varied programme of work to get involved in, including: A new VoIP system integrating call notes with the CRM. Integration between HubSpot and the ERP system. Customer EDI connections to streamline order processing. A review of ERP and SaaS platforms to shape the technology roadmap. Practical uses of AI and automation across the business. Further development of analytics using Phocas. You will coordinate the right people and providers, manage delivery and ensure these projects meet business needs. What we’re looking for A strong technical foundation, clear communication and the ability to take ownership are central to this appointment. Your background could include IT management, service desk leadership, senior support, infrastructure engineering or third-line support. Experience within an MSP, or working closely with outsourced IT providers, would be particularly relevant. You should bring: A good understanding of Microsoft 365, cloud IT, networking and end-user support. Experience managing escalations, priorities and service expectations. Confidence working with suppliers and challenging recommendations constructively. Experience delivering or coordinating technical changes and systems projects. The ability to explain IT matters clearly to senior managers and everyday users. Experience leading, mentoring or developing colleagues. An interest in business systems, reporting, AI and au