IT Service Support Manager – Fully Office-Based in Preston
Salary circa £45k – £50k DOE + Annual Bonus

A glance at the role:

We are looking to welcome an experienced IT Service Support Manager to lead and develop a future-ready service desk and digital workplace capability that delivers high-quality, secure, and resilient services. You will build and drive experience-led outcomes (XLAs) alongside SLAs, automate the routine, shift left with strong knowledge management (KCS), and align operations with ITIL 4 practices and the SDI Service Desk Manager Standard.

Partner across IT, 3rd Parties, and wider business teams to support digital transformation and continuous service improvement and develop and support your direct reports.

This position looks to make sure our colleagues can use enabling technologies to put LPPA members at the centre of what we do as a company.

A bit about us:

Local Pensions Partnership Administration (LPPA) is a multi-award-winning organisation and one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 2,100 employers and more than 700,000 members of Local Government, Police and Firefighter pension schemes, keeping them fully informed about their pensions whilst working closely with employers to continuously educate and support them.

What we can offer you:

- Competitive salary £45k – £50k DOE & inclusion in Annual Bonus scheme.
- 25 days’ holiday, plus bank holidays and 2 additional concessionary days and a half day for your Birthday, with the ability to buy and sell leave.
- Access to an excellent pension scheme (Local Government Pension Scheme) with generous employer contributions.
- Access to Health or Dental Plan.
- Access to our Enhanced Employee Assistance Programme for when you or your family might need some support.
- Access to our bespoke Reward Discount Scheme – ‘Your Perk Site.’
- Opportunities to attend Wellbeing webinars and social events.
- Daily free fruit and snacks available to you in our office.
- Free Car Parking in Preston City Centre.


What you’ll be doing:

- Own the Service Desk as the single point of contact (SPOC), covering incidents, requests, problems, major incidents, and communications.
- Define, track, and improve SLAs and XLAs (employee experience, sentiment, FCR); publish transparent, business-aligned dashboards.
- Establish Major Incident Management routines (war rooms, comms cadence, post-incident reviews) and embed problem management to remove recurring issues.
- Implement AI technologies, virtual agents, and workflow automation (ServiceNow / Power Platform) to reduce manual effort and speed resolution.
- Drive shift left strategies: robust self-service portal, knowledge articles and guided workflows that enable end users and first line teams to resolve more without escalation.
- Introduce proactive support (monitoring, trend/pattern analysis, automation triggers) to prevent incidents and improve stability.
- Build a KCS programme: article lifecycle, quality reviews, and coaching; make knowledge updates part of “done” criteria for tickets and changes.
- Run a CSI backlog (ITIL 4); report value delivered (defect removal, time saved, sentiment uplift).
- Lead cloud-based endpoint management and zero touch provisioning (e.g., modern EUC approaches) to improve reliability, speed onboarding, and reduce TCO (Intune / Autopilot).
- Govern SaaS lifecycle (access, licensing, joiners/movers/leavers) and ensure seamless collaboration experiences (M365/Teams/SharePoint) with strong knowledge and self-help.
- Chair CAB; embed risk-based change practices, automated approvals where appropriate, and robust go live / readiness with service acceptance (docs, support models, runbooks).
- Partner with Security teams on access controls, MFA conditional access posture, and secure service operations (comms & processes aligned to major incident/security incident playbooks).
- Responsibility for driving Value for money from end user compute devices and their lifecycle.
- Communicate service health and roadmap to business stakeholders; co create service catalogue offerings and request models that reflect business value.
- Communicate clearly to ensure team members are working harmoniously and to the same standard.
- Undertake full responsibility for the management and development of the team.

What we need from you:

- A genuine desire to provide excellent services to colleagues and a real drive to improve those services to be the best they can be.
- Strong interpersonal skills, with the ability to work with users from across the organisation, building relationships to improve service delivery.
- Proven leadership of a modern service desk aligned to ITIL 4 practices (incident, request, problem, change, service catalogue).
- Demonstrable automation/AI implementation in ITSM tooling (e.g., virtual agents, workflow automation, intelligent routing).
- “Hands-on” understanding of digital workplace/EUC operations in cloud first environments and M365 ecosystem.
- Broad knowledge of the following: Desktop PC; Laptops; Active Directory administration; Office 365; MS Teams; Microsoft productivity tools; Software as a Service; Cloud Telephony.

Nice to have:

- Certifications: ITIL 4, SDI.
- Experience with ITSM tools, ServiceNow administration, and data driven reporting.
- Familiarity with product-based service ownership and iterative improvement.

Working with and upholding our values:

- Working together
- Committed to excellence
- Doing the right thing
- Forward thinking

Contact Centre Advisor – Pensions Customer Service
Hybrid Working with 2 days in Preston, Lancashire
Excellent benefits & Salary DOE

• Do you have first class customer service skills?
• Want a role with no weekends, late nights, or Bank Holidays?
• Work for a company that offers career progressions.
• Incentives and recognition that rewards excellent member experience?
• Full time roles – Competitive Salary working 37 hours per week – currently an early finish every Friday.
• 25 days’ holiday, plus bank holidays and additional concessionary days, with the ability to buy and sell leave.
Available to come and join us on 9th March or 13th April 2026?
If so, we want to talk to you ……….

Please Note these roles are due to start in March and April 2026 & your first 3 weeks will be fully office based so we can support you through induction and a full training plan.

A glance at the role:

We have the opportunity for Customer Service Advisors to come and join us working on our Pensions Contact Centre, starting on either Monday 9th March or Monday 13th April 2026. You will be confident and professional, providing the highest standard of customer service to members, employers and 3rd parties calls and emails into our Contact Centre.
The role is focused on answering pensions queries via telephone and email in respect of the public sector pension schemes administered by LPPA within SLA’s and to exacting standards, in a fast-paced busy environment.
You will join a friendly, welcoming, and sociable work culture where there are many opportunities for continuous personal and professional development where you will be supported to reach your full potential.



A bit about us:

Local Pensions Partnership Administration (LPPA) is one of the UK’s leading pension administration companies. We strive to deliver the best experience for over 2,100 employers and more than 700,000 members of Local Government, Police and Firefighter pension schemes, keeping them fully informed about their pensions whilst working closely with employers to continuously educate and support them.

What we can offer you:

• Competitive salary - 37 hours per week
• 25 days’ holiday, plus bank holidays. 2 concessionary days and half day for your birthday, with the ability to ‘buy and sell’ leave.
• Access to an excellent pension scheme (Local Government Pension Scheme) with generous employer contributions.
• Access to our Enhanced Employee Assistance Programme for when you or your family might need some support.
• The opportunity to earn through our Employee Referral Scheme.
• Access to our bespoke Reward Discount Scheme – ‘Your Perk Site.’
• Opportunities to attend Wellbeing webinars and social events.
• Daily free fruit and snacks available to you in our office.
• Free Car Parking in Preston Town Centre
• Employee recognition awards from your Peers to win Perk box Prizes
- Incentives for excellent member experience, ranging from spot prizes to team nights out!
-Lots of Ad Hoc prizes
• Access to Health or Dental plan

What you’ll be doing:

• To answer all calls and emails within a pre-set time frame
• To assist and help our members and employers receive first class service by answering questions and queries and taking ownership.
• To achieve a set of clear KPI targets with regards to Call length, Total handling times, Hold times and wrap/after call time.
• Adherence to schedule with pre-set breaks, lunches, and dedicated coaching and 121 times.
• Ensure that all work is carried out in a timely and accurate manner, achieving required accuracy levels.
• To support the service provision as appropriate undertaking other duties commensurate
• Sensitively and efficiently assist customers by resolving pension telephone/email queries and making appropriate referrals, as necessary.
• Deliver a flexible and responsive service in line with the needs of the business alongside taking ownership of individual enquiries and customer requests.
• Work independently without close supervision.
• Meet and exceed agreed quality and performance targets.

What we need from you:

• Recent experience of contact centre is essential, especially in a high inbound call volume organisation.
• Experience of working to and consistently achieving challenging targets.
• Ability to maintain First Class customer service skills, whilst working with stretch targets.
• Able to take on board and demonstrate intricate knowledge once trained on all areas of pensions.
• Excellent oral and written (grammar) communication skills.
• A self-starter.
• Great interpersonal skills and empathetic listening skills.
• Excellent IT skills including application of the Microsoft Office suite of tools, including Email and Excel spreadsheets.
• Strong problem-solving skills.
• Very Resilient and customer centric at all times.
• Ability to remain calm and patient at all times
• Team Player.
• Fast Learner and take ownership for gaining knowledge and understanding.
• A great sense of humour.
• You must be prepared to work flexibly to provide cover for call centre hours between 8.30am & 5pm Monday – Friday

Desirable:
• Pensions or Financial services experience


Qualifications

• 5 GCSEs or equivalent including Math’s and English at Grade C or above

Working with and upholding our values:

• Working together
• Committed to excellence
• Doing the right thing
• Forward thinking.