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# Helpdesk Manager

- **Company:** Trinity Managed Services
- **Location:** Great Chesterford, UK
- **Experience:** Expert
- **Salary:** £35,000.0 - £45,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Cyber Security, Remote Access Technology, Server Supported Gaming, Windows Desktop, Firewalls (Computer Science)
- **Published:** June 14, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=d757a1505070f14c

## About the Role

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)

## Description

* 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.


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