Helpdesk Manager

Key Responsibilities

• 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.

Essential Requirements

• 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.

Personal Attributes

• 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.

Benefits

• 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

Ability to commute/relocate:

• Saffron Walden CB10 1PF: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Which PSA or ticketing systems have you used


• Which RMM's have you used?

Experience:

• IT support: 5 years (required)

Licence/Certification:

• Driving Licence (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person

This listing is from indeed. View original listing ↗