Helpdesk Manager

• Manage the day-to-day operation of the helpdesk.
• Oversee ticket queues, priorities, escalations, and response times.
• Ensure engineers are working efficiently and tickets are progressed properly.
• Deal with customer escalations in a professional and controlled manner.
• Provide technical guidance and support to helpdesk engineers.
• Review ticket quality, notes, time entries, and customer communication.
• Monitor service performance and identify areas for improvement.
• Support team development, training, and performance management.
• Ensure processes are followed consistently.
• Work with senior management to improve service delivery.
• Maintain strong communication with customers and internal teams.
• Assist with reporting on helpdesk performance, workload, and service levels.

Do you have a valid Driving License license?, Do you have experience in IT support?, * Previous experience managing or supervising an IT helpdesk or service desk.

• Strong organisational and prioritisation skills.
• Good technical ability, with confidence handling escalations.
• Experience working in a busy technical support environment.
• Excellent customer service and communication skills.
• Ability to manage workload, deadlines, and competing priorities.
• Strong attention to detail.
• Confident managing people, processes, and customer expectations.
• Must be commutable to CB10.

Desirable Experience

• Experience working for a managed service provider.
• Microsoft 365 administration experience.
• Windows desktop and server support experience.
• Networking, firewall, and remote access knowledge.
• Experience using PSA and RMM systems.
• Knowledge of service desk reporting and performance management.
• Cyber security and compliance awareness., * Highly organised and structured.
• Calm and professional under pressure.
• Strong leader with a practical management style.
• Technically credible.
• Customer-focused.
• Clear and confident communicator.
• Able to hold engineers accountable while supporting their development.
• Process-driven and consistent., * IT support: 5 years (required)

Pulled from the full job description

• Free parking
• Company pension
• Company events
• On-site parking, * Competitive salary based on experience.
• Opportunity to lead and shape the helpdesk function.
• Professional development opportunities.
• Supportive working environment.
• Varied customer and technical environment.

Job Types: Full-time, Permanent

Pay: £35,000.00-£45,000.00 per year

Benefits:

• Company events
• Company pension
• Free parking
• On-site parking