Technical Support Manager

Our client is a privately owned, high-growth UK finance group that has funded over £1.5 billion for 20,000+ SMEs. Having more than doubled in size in recent years, the business is investing heavily in its technology function, and is looking for a Technical Support Manager to lead its internal IT helpdesk and keep business-critical systems running smoothly. This is a hands-on leadership role. You'll manage and develop the helpdesk team, own the ticket queue end-to-end, and act as the senior escalation point across Microsoft 365, Azure / Entra ID, Intune, and Zoho CRM - while staying close enough to the tools to jump on complex issues yourself. You'll also set the standard: best-practice processes, documentation, and service levels for a fast-scaling business.

What You'll Do Run the day-to-day helpdesk: triage, prioritisation, assignment, and resolution within agreed SLAs.Lead, coach, and develop the helpdesk team, and act as senior escalation point for complex or urgent issues.Handle tickets personally where needed, including escalations and busy periods.Oversee support across Microsoft 365, Exchange Online, Azure / Entra ID, Intune, and endpoint management, plus Zoho CRM administration and user queries.Own user lifecycle management: onboarding, offboarding, access, permissions, and device configuration.Implement helpdesk best practice: processes, policies, documentation, knowledge base, and security and compliance standards.Report on helpdesk performance, recurring issues, and service improvements.

Proven experience managing helpdesk or IT support staff, with a track record of introducing best-practice processes and standards.Solid hands-on experience supporting Microsoft 365, Exchange Online, Azure / Entra ID, Intune, and endpoint management.Experience administering SaaS CRM platforms - ideally Zoho CRM, though Salesforce, Dynamics, or HubSpot also valued.Strong grasp of ticket management, SLAs, escalation, documentation, and reporting.Comfortable balancing people management with direct, hands-on technical support.Strong leadership, communication, and stakeholder skills, calm under pressure in a fast-paced environment. Nice to have: ITIL familiarity, Azure networking/VPN and cloud security experience, helpdesk KPI and knowledge base creation, and experience working with MSPs or third-party SaaS vendors.

Location: Northampton, UK (hybrid - must be within commutable distance)Contract: Permanent, Full-TimeSalary: £45,000 + Uncapped Annual Bonus (typically 5% - 15%)

Genuine ownership: lead the helpdesk function and define how IT support runs across a growing group.A modern Microsoft cloud and SaaS estate, working alongside developers, architects, and external partners.£45,000 plus uncapped annual bonus, with 3-4 days a week at the Northampton HQ.. About the Company Founded in 2007, our client provides UK SMEs with funding options from asset finance and hire purchase to business loans, operating as both a direct lender and a broker with a panel of 60+ partners. Rated 4.8 stars across 900+ customer reviews, it is one of the largest privately owned broker-lenders in the UK. As part of the recruitment process, a criminal records check and credit history check will be carried out by an authorised third party.