> Markdown version of [/jobs/ext/1245434-help-desk-manager](https://www.wearedevelopers.com/jobs/ext/1245434-help-desk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Manager - **Company:** The Audley - **Location:** London, UK (Remote available) - **Salary:** £50,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Active Directory, Microsoft Azure, Microsoft Outlook, Computer Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Microsoft Office, Remote Access Technology, Cloud Services, Remote Service Software, Microsoft SharePoint, TCP/IP, Microsoft InTune - **Published:** July 12, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=100ca91ac4403dc4 ## About the Role You are an experienced Helpdesk or IT Support leader with a proven track record of managing high performing teams in a fast paced environment. With a strong technical foundation, you bring advanced analytical and troubleshooting skills that enable you to confidently resolve complex IT issues and guide others in doing the same. Additional experience required: * Proven track record in a leadership role within a helpdesk or IT support environment. * Strong technical foundation with advanced analytical and troubleshooting capabilities for resolving complex IT issues. * In-depth knowledge of Windows desktop, laptop and mobile device support. * Proficient in Active Directory, Group Policy, Office 365, Intune and remote support tools. * Solid understanding of networking concepts including TCP/IP, DNS, DHCP and VPN technologies. * Strong grasp of ITIL principles and IT service management frameworks. * Excellent communication, interpersonal and problem-solving skills. * Exposure to Microsoft Azure and cloud-based services is advantageous. * Highly customer-focused, with strong listening and information-gathering abilities. * Good understanding of Office 365 including MS Word, Excel, SharePoint and Outlook ## Description * Oversee the helpdesk ticketing system, ensuring SLAs and KPIs are met. * Monitor and report on helpdesk performance metrics and trends. * Ensure consistent documentation of incidents, resolutions, and procedures. * Act as an escalation point for complex or high-priority issues. * Champion a customer-centric approach within the team, ensuring high levels of customer service are maintained and users are treated as customers * Identify opportunities to streamline support processes and improve efficiency. * Implement best practices and standards for IT support * Evaluate and recommend helpdesk tools and technologies. * Ensure systems are secure, up-to-date, and compliant with company policies. * Responsible for the productivity and efficiency of the team through consistent management of performance, regular feedback and coaching. * Conduct 1-2-1s and quarterly performance reviews with individual team members to provide support and identify development/training needs. * Set and review objectives for team and create development plans. We value our people's wellbeing and understand the importance of flexibility. That's why we offer hybrid working, with the opportunity to split your time between one of our offices and working remotely from anywhere in the UK. 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