Job Description

Job Specification: Helpdesk Manager

Location:

United Kingdom (Hybrid/Remote optional)

Department:

Service Delivery

Reports to:

Operations Director / Head of Service

Contract Type:

Full-Time, Permanent

Salary:

Competitive, commensurate with experience

Role Summary

We are seeking a proactive and experienced

Helpdesk Manager

to lead our frontline support team and drive operational excellence across our service desk function. The ideal candidate will bring leadership acumen, a service-oriented mindset, and a firm grasp of IT support best practices in the MSP space. This position is pivotal to maintaining high levels of customer satisfaction, team performance, and technical responsiveness.

Core Responsibilities: Service Desk Leadership

Manage the day-to-day operations of the helpdesk, including ticket management, escalations, and workload distribution. Lead a team of 1st, 2nd, and 3rd line engineers, ensuring high levels of responsiveness, quality, and professionalism. Monitor and enforce SLA adherence, ticket prioritisation, and incident management protocols.

People Management

Recruit, onboard, and train service desk personnel. Conduct performance reviews, coaching, and development plans for continuous improvement. Foster a culture of accountability, teamwork, and customer service excellence.

Process & Platform Management

Develop and maintain helpdesk workflows and procedures in line with ITIL best practices. Drive continual service improvement through metrics, KPIs, and user feedback analysis. Oversee the configuration and optimisation of the Halo PSA platform (experience preferred).

Stakeholder Engagement

Act as a key point of contact for client escalations, ensuring timely and effective resolution. Collaborate with account managers, project teams, and technical leads to ensure seamless service delivery. Provide regular reporting to senior management on service desk performance and incident trends.

Essential Skills & Experience

3+ years' experience in a helpdesk or service desk leadership role, preferably within a Managed Services environment. Solid technical understanding across Microsoft 365, Windows Server, networking, endpoint security, and common MSP toolsets. Strong leadership, communication, and people management skills. Analytical mindset with the ability to interpret data and act on insights.

Desirable Qualifications & Experience

ITIL Foundation Certification

- strong knowledge of service management processes.

Experience with Halo PSA

- including workflows, automation, and service desk modules. Understanding of SLA structures, escalation frameworks, and KPI-driven performance environments. Familiarity with RMM/PSA platforms, asset management, and ticket lifecycle control.
Job Types: Full-time, Permanent

Pay: 30,000.00-36,000.00 per year

Additional pay:

Performance bonus
Benefits:

Company events Company pension Free parking On-site parking
Schedule:

Day shift Monday to Friday
Ability to commute/relocate:

Saffron Walden CB10: reliably commute or plan to relocate before starting work (preferred)
Experience:

IT support: 5 years (required)
Licence/Certification:

Driving Licence (required)
Work authorisation:

United Kingdom (required)
Work Location: In person