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# Helpdesk Manager

- **Company:** Ashdown Group
- **Location:** London, UK (Remote available)
- **Experience:** Expert
- **Salary:** £55,000 - £60,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Microsoft Windows, Windows Desktop, ServiceNow IT Service Management
- **Published:** November 6, 2026
- **Apply:** https://www.reed.co.uk/jobs/helpdesk-manager/57531845

## About the Role

Teamwork, Microsoft Excel, * Strong experience in an IT Helpdesk or IT Support environment.

 * Previous experience leading, supervising or mentoring IT support colleagues.
 * Good knowledge of Microsoft 365, Entra ID and Windows desktop environments.
 * Experience with IT ticketing or ITSM platforms and incident management processes.
 * Excellent organisation, prioritisation and problem-solving skills.
 * Strong communication skills and a customer-focused approach.
 * Confidence managing escalations and working with stakeholders at all levels.
 * ITIL Foundation or equivalent practical experience would be beneficial, * Attention to Detail
 * Business Process Improvement
 * Communication Skills
 * Customer Service
 * Maintenance Activities
 * Microsoft Excel
 * Self-Motivation
 * Team Management
 * Teamwork
 * Technical Support

## Description

We're seeking a hands-on Helpdesk Managerfor our client, a global investment company. This is an exciting opportunity to shape a service desk from the ground up, taking ownership of the platform's design, workflows, SLAs, automation and reporting, while leading and developing a small team. This is a hybrid role based at the company's London City office.

The position combines day-to-day team leadership and technical support with a real focus on improving service quality, user experience and operational efficiency., * Manage the Helpdesk team, overseeing workload, priorities and performance.

 * Ensure tickets are appropriately prioritised and resolved within agreed SLAs.
 * Act as the escalation point for complex technical issues and user concerns.
 * Lead the configuration and rollout of the new ITSM platform.
 * Design ticket queues, categories, workflows, escalation processes and automation.
 * Develop service reporting, dashboards, KPIs, knowledge articles and procedures.
 * Drive adoption of the new platform and continuously improve service delivery.
 * Coach and develop team members, promoting excellent customer service standards.