IT Infrastructure and Helpdesk Manager

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 Responsibilities Team 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.

• 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?