IT Infrastructure and Helpdesk Manager

As IT Infrastructure and Helpdesk Manager, you will play a key leadership role in ensuring that the organisation's technology operations run smoothly, securely, and efficiently. You will lead a high-performing team, oversee infrastructure and service delivery, and drive continuous improvement in user experience and system reliability. Key ResponsibilitiesTeam Leadership & People Development

• Lead, inspire, and manage the IT Helpdesk team, promoting a culture of inclusion, accountability, and high performance.
• Mentor team members through structured coaching, development plans, and regular feedback.
• Identify training needs and coordinate learning opportunities to enhance skills and build a future-ready IT support function.
• Foster collaboration, knowledge sharing, and continuous improvement across the department.

Operational & Service Delivery Management

• Oversee daily Helpdesk and infrastructure operations, ensuring timely resolution of technical issues in line with SLAs.
• Implement and maintain best practice processes, service standards, and performance metrics (KPIs).
• Manage vendor relationships, contracts, and service delivery to ensure quality and value for money.
• Ensure servers, storage, and networks remain secure, stable, and high-performing.
• Lead infrastructure projects such as system upgrades, migrations, and process enhancements.
• Promote cybersecurity best practices, ensuring compliance with internal policies and controls.
• Manage the helpdesk ticketing system and maintain accurate support documentation.
• Support facilities management to ensure physical and digital infrastructure needs are met.

Stakeholder Engagement & Communication

• Serve as the key escalation point for complex technical issues.
• Engage proactively with internal departments to understand support needs and drive service improvement.
• Provide regular updates to senior leadership on performance, projects, risks, and initiatives., We cover the full spectrum of roles, from entry-level to senior leadership, across multiple industries:
• IT & Technology: Software Engineers, Cloud & DevOps Specialists, IT Support, Cybersecurity, CTOs and more
• Sales: Business Development, Account Management, Inside Sales, Sales Leadership
• Digital & Marketing: Brand, Communications, Social Media, SEO, PPC, Content, Marketing Executives through to CMOs
• AI & Data: AI Engineers, Data Scientists, Analysts, and emerging tech specialists

Whether you're hiring a Fullstack Developer in Leeds, a Sales Executive in London, a Marketing Manager in Birmingham, or an AI Engineer in Manchester, we can help., Our ethos is simple: deliver a consultancy-style recruitment solution where people always come first.

• We use the latest recruitment technology to ensure smooth, transparent processes.
• We keep candidates informed at every stage of their journey.
• Our consultants are free from unnecessary call targets, if we contact you, it's because we have something valuable to share.
• We provide ongoing support and advice, with many of our original candidates now returning as hiring managers.

• Proven experience in managing and developing technical teams within an IT support or infrastructure environment.
• Degree (or equivalent experience) in Computer Science, Information Technology, or a related field.
• Experience in IT Helpdesk or Support Management.
• Strong background in infrastructure, networks, and desktop support with hands-on technical understanding.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Outstanding interpersonal and communication skills with the ability to engage both technical and non-technical stakeholders.
• Strong business awareness with the ability to align IT services with organisational goals.
• Customer-centric, adaptable, and calm under pressure, with a passion for service excellence.

• Competitive salary and discretionary annual bonus
• Generous employer pension contribution
• 25 days' annual leave plus bank holidays (increasing with service)
• Employee Assistance Programme offering confidential support

Ready to take the next step in your IT leadership career?, * "Extremely helpful, competent, and professional. Mike went above and beyond to provide the best service possible." - Harry, Service Delivery Manager

• "Adria Solutions supported me through the whole process and guaranteed a rewarding end. Highly recommend." - Emmanuel, Software Engineer
• "My new job wouldn't have happened without Adria Solutions. They always kept my needs front of mind." - Anthony, Technical Consultant
• "Handled my recruitment experience professionally and efficiently." - Karen, Product Manager
• "Fantastic company. I got a new job within a week thanks to Adria!" - Megan, Project Manager

Adria Solutions Ltd is a family-run recruitment consultancy, established in 2004. From our base in Cheshire's leafy suburbs, we've grown into a trusted partner for businesses across Manchester, the North-West, and the wider UK. While our roots are in IT recruitment, our reach now spans Sales, Digital, Marketing, and AI, helping companies secure the talent they need to thrive in fast-moving industries. Our reputation has been built on long-term relationships and word-of-mouth recommendations. Many of our earliest clients still work with us today, considering us one of the most reliable recruitment partners in the region., We are not a typical recruitment agency. We combine a personal, boutique service with the technology and reach of larger firms. * Personal, not pushy: We believe recruitment works best when built on honest conversations, not hard-sell tactics. * Specialist consultants: Our team are entrepreneurial thinkers who understand how businesses grow and what it takes to succeed in competitive markets. Adaptable approach: Every client and candidate is different, so we tailor our service rather than follow a one-size-fits-all process.