Information Technology Help Desk Manager

About OrbitalOrbital Internet Group is a growing UK connectivity business with a strong regional heritage, a national delivery capability and a clear opportunity to scale. The Orbital brand provides business connectivity, voice and related services to SMEs and multi-site organisations, supported by our own network capability, technical expertise and customer service culture. Role Are you an experienced technical support leader who enjoys building high-performing teams while staying close to the technology? We're looking for a Technical Support Manager to lead our Service Desk, drive service excellence, and deliver an outstanding customer experience.This is an exciting opportunity for someone who thrives in a fast-paced ISP, telecoms or managed services environment and is passionate about developing people, improving processes and solving complex technical challenges.Why Join Us?You'll play a key role in shaping our Service Desk, developing talented engineers, improving customer outcomes and influencing how we deliver technical support across the business.If you're a people-focused technical leader who enjoys solving problems, driving improvement and making a real impact-we'd love to hear from you. What You'll Be Doing1.Lead & InspireLead, coach and develop a multi-tiered Service Desk team including Technicians, Specialists and 2nd Line Engineers.Create a high-performance culture through regular coaching, 1-2-1s, objective setting and career development.Recruit, onboard and retain top technical talent.Act as the senior escalation point for complex technical and customer issues.2.Deliver Exceptional ServiceOwn the end-to-end delivery of technical support, ensuring SLAs, KPIs and customer satisfaction targets are consistently achieved.Manage ticket queues, workflows and escalation processes across all support tiers.Lead major incident management, ensuring clear customer communication and effective post-incident reviews.Analyse performance data to identify trends and implement continuous improvements.3.Stay TechnicalProvide technical leadership across broadband, leased lines, VoIP and 4G/5G connectivity services.Support the team with technical escalations and complex troubleshooting.Work closely with Network Operations, Field Engineering and third-party carriers to resolve service-impacting issues.4.Drive Continuous ImprovementImprove support processes, tooling and operational efficiency.Produce meaningful management reports and service performance insights.Build strong relationships with senior stakeholders and key customers.Collaborate across the business to ensure support operations align with wider business objectives.

What We're Looking ForEssential Experience leading and developing a technical support or Service Desk team within an ISP, telecoms or managed services environment. Strong understanding of networking technologies including:TCP/IPDNSDHCPVLANsRouting & SwitchingFirewalls Experience supporting:BroadbandLeased LinesVoIPManaged Connectivity Services Proven ability to:Lead teams through changeDrive performance improvementsManage SLAs, KPIs and service metricsHandle customer escalations with confidenceCommunicate effectively with both technical teams and senior stakeholders Experience using ITSM platforms such as Zendesk, Salesforce, Freshdesk or similar. DesirableITIL Foundation (or equivalent)Experience with network monitoring and management toolsCisco CCNA, CompTIA Network+ or similar technical certifications