Full Stack Developer
Location: Northampton, UK (hybrid – must be within commutable distance)
Contract: Permanent, Full-Time
Salary: £45,000 + Uncapped Annual Bonus (typically 5% – 15%)
The Opportunity
Our client is a privately owned, high-growth UK finance group that has funded over £1.5 billion for 20,000+ SMEs. Having more than doubled in size in recent years, the business is investing heavily in its technology function, and is looking for a Technical Support Manager to lead its internal IT helpdesk and keep business‑critical systems running smoothly.
This is a hands‑on leadership role. You’ll manage and develop the helpdesk team, own the ticket queue end‑to‑end, and act as the senior escalation point across Microsoft 365, Azure / Entra ID, Intune, and Zoho CRM – while staying close enough to the tools to jump on complex issues yourself. You’ll also set the standard: best‑practice processes, documentation, and service levels for a fast‑scaling business.
What You’ll Do
- Run the day‑to‑day helpdesk: triage, prioritisation, assignment, and resolution within agreed SLAs.
- Lead, coach, and develop the helpdesk team, and act as senior escalation point for complex or urgent issues.
- Handle tickets personally where needed, including escalations and busy periods.
- Oversee support across Microsoft 365, Exchange Online, Azure / Entra ID, Intune, and endpoint management, plus Zoho CRM administration and user queries.
- Own user lifecycle management: onboarding, offboarding, access, permissions, and device configuration.
- Implement helpdesk best practice: processes, policies, documentation, knowledge base, and security and compliance standards.
- Report on helpdesk performance, recurring issues, and service improvements.
What You’ll Bring
- Proven experience managing helpdesk or IT support staff, with a track record of introducing best‑practice processes and standards.
- Solid hands‑on experience supporting Microsoft 365, Exchange Online, Azure / Entra ID, Intune, and endpoint management.
- Experience administering SaaS CRM platforms – ideally Zoho CRM, though Salesforce, Dynamics, or HubSpot also valued.
- Strong grasp of ticket management, SLAs, escalation, documentation, and reporting.
- Comfortable balancing people management with direct, hands‑on technical support.
- Strong leadership, communication, and stakeholder skills, calm under pressure in a fast‑paced environment.
Nice to have:
ITIL familiarity, Azure networking/VPN and cloud security experience, helpdesk KPI and knowledge base creation, and experience working with MSPs or third‑party SaaS vendors.
Why This Role
- Genuine ownership: lead the helpdesk function and define how IT support runs across a growing group.
- A modern Microsoft cloud and SaaS estate, working alongside developers, architects, and external partners.
- £45,000 plus uncapped annual bonus, with 3‑4 days a week at the Northampton HQ..
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