Vacancy Help Desk Manager

In this role, you will lead our Helpdesk operations, overseeing day-to-day service delivery and ensuring timely resolution of technical issues. You will manage a team of Technology Support Analysts in the UK, as well as our managed service Helpdesk team in the US. You’ll be responsible for meeting service level targets, analysing performance data to drive improvements, and fostering a high performing, customer focused support environment.

Responsibilities

• Lead Helpdesk operations and oversee day-to-day service delivery.
• Manage the UK Technology Support Analysts team and the US managed service Helpdesk team.
• Achieve service level targets by analyzing performance data and implementing improvements.
• Ensure the helpdesk ticketing system meets SLAs and KPIs.
• Monitor, report, and analyze helpdesk performance metrics and trends.
• Maintain consistent documentation of incidents, resolutions, and procedures.
• Act as an escalation point for complex or high-priority issues.
• Champion a customer‑centric approach and maintain high levels of customer service.
• 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.
• Drive team productivity and efficiency through performance management, feedback, and coaching.
• Conduct 1‑2‑1s and quarterly performance reviews with team members to identify development and training needs.
• Set and review objectives for the team and create development plans.

Qualifications

• Proven experience leading high‑performing helpdesk or IT support teams in fast‑paced environments.
• Strong technical foundation with advanced analytical and troubleshooting skills for resolving complex IT issues.
• In‑depth knowledge of Windows desktop, laptop, and mobile device support.
• Proficiency in Active Directory, Group Policy, Office365, 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.
• Customer‑focused mindset with strong listening and information‑gathering abilities.
• Experience with Microsoft Azure and cloud‑based services is advantageous.
• Good understanding of Office365 applications such as Word, Excel, SharePoint, and Outlook.

Location & Compensation

Country: United KingdomLocation: Hybrid (London or Witney) – minimum three days in office per weekSalary: Circa £50,000 (dependent on experience)

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