IT Helpdesk Manager

We are seeking an experienced and proactive hands-on IT Helpdesk Manager to lead and oversee our global team of IT support administrators. Based in our UK office, you will be responsible for ensuring efficient, high-quality, and timely support to end-users across all regions. You will directly manage support staff in the US and Belgium, while personally handling escalated or complex issues for UK-based users. This role demands a strategic leader with excellent communication, organisational, and technical skills to ensure seamless support for our global workforce. Willingness to travel internationally is essential.

What You'll Do

1. Team Leadership and Development:

• Lead, mentor, and manage a global team of IT support administrators, fostering a collaborative and high-performing work environment.

• Oversee hiring, onboarding, and training of team members, promoting best practices in technical support.

• Conduct regular performance evaluations, goal setting, and development planning to enhance team skills and productivity.

• Serve as the primary escalation point and hands-on lead for UK helpdesk issues, personally resolving or overseeing resolution of complex or high-priority support requests.

2. Operational Management:

• Design, implement, and continuously improve the helpdesk workflow, ensuring alignment with industry standards and company objectives.

• Develop and enforce service level agreements (SLAs) for ticket response and resolution times, monitoring key metrics and reporting regularly on performance.

• Take direct responsibility for the UK helpdesk, ensuring local issues are addressed promptly and effectively.

3. Process Improvement and Automation:

• Identify opportunities to streamline support processes and introduce automation for ticket management and troubleshooting, reducing response and resolution times.

• Collaborate with cross-functional teams to implement new technologies and tools that improve support efficiency and user satisfaction.

• Monitor industry trends and advancements in helpdesk support to ensure the organization remains competitive and up to date.

4. Compliance and Security:

• Ensure all helpdesk operations adhere to internal security policies, data privacy regulations, and compliance standards.

• Work closely with the InfoSec team to identify and mitigate security risks related to end-user support and access.

Do you have experience in macOS?, Do you have a Bachelor's degree?, * Willingness and ability to travel to US and Belgium offices, or other locations, to support team development, onboarding, or major incident resolution as required.

What You'll Bring

• Education: Bachelor's degree in information technology, Computer Science, Business Administration, or a related field. ITIL certification or similar is preferred.

• Experience: 3+ years of experience in IT support, with at least 1 year in a management or team lead role, preferably with a global or multi-regional team.

• Technical Skills: Strong understanding of IT infrastructure, networks, systems, and support platforms. Minium 1 years' experience with:

• Microsoft Entra

• Microsoft Intune
• Atlassian Suite (Jira, Jira Service Management)
• Windows, macOS and Linux

• Leadership Skills: Proven experience in leading, coaching, and motivating a diverse team with exceptional interpersonal and communication skills.

• Analytical Skills: Ability to analyse data and KPIs to drive process improvements and optimize support workflows.

• Customer Focus: Passion for delivering a high standard of service with an empathetic and user-focused approach to IT support.

• 25 days of paid holiday, with the opportunity to purchase up to 5 extra days (total 30)
• SHINE employee ownership program
• Company-matched pension contributions up to 6% of base salary
• Private medical insurance (Bupa) & health cash plan
• Life assurance (4x gross salary) & incapacity benefit
• Enhanced maternity leave policy
• EV company car scheme (salary sacrifice) & cycle-to-work scheme (salary sacrifice)
• Give as you earn charity scheme & paid volunteering day each year
• Career development opportunities (mentorship program, training, etc.)
• Home office support for remote workers

Flexibility & Work-Life Balance

We support hybrid and flexible working arrangements for all employees. We understand that life for many people involves school runs, care giving, or exercising!

Work Permits & Visas You must already have the right to work permanently in the UK. This role does not support those requiring visas or visa transfers.

At IQGeo, we believe that diversity and inclusion are essential to who we are and how we work. Guided by our values, we know that People Matter, and we are committed to building a team that reflects a wide range of nationalities, backgrounds, skills, viewpoints, and abilities. We create an environment where everyone can bring their authentic selves with confidence, knowing they are respected, supported, and empowered to Deliver with Purpose. By embracing different perspectives, we Pioneer the Future together - shaping innovative solutions for our customers and our industry. About IQGeo At IQGeo, we help telecommunications and utility companies around the world "build better networks." Our award-winning geospatial software empowers more than 500 organizations to plan, design, build, and maintain the fibre and energy networks that are essential to our connected, sustainable future. Headquartered in Cambridge, UK with regional offices across North America, Europe, and Asia, we're proud to be a carbon-neutral software company tackling two of society's biggest challenges: universal broadband access and the transition to net zero. By joining IQGeo, you'll be part of a global team shaping the networks that power our businesses, communities, and planet for the long term.