Job Description

The Role

You will lead and manage our busy Helpdesk team, ensuring exceptional customer service and efficient ticket resolution. This is a hands-on leadership role where you'll oversee daily operations, mentor engineers, and drive continuous improvement in processes and performance.

You'll manage a team of 1st and 2nd Line Engineers, ensuring workloads are balanced, SLAs are met, and escalations are handled promptly. Collaboration is key - you'll work closely with technical leads, project teams, and clients to maintain service excellence.

We encourage professional development, supporting certifications and providing mentoring opportunities. The team works closely together, creating a supportive and dynamic environment where your leadership will make a real impact.

What you'll do

Team Leadership & Management

Line manage the Helpdesk team (currently 12 support staff), including performance reviews, mentoring, and development plans. Distribute and monitor tasks effectively, ensuring SLAs and KPIs are consistently achieved. Recruit, train, and onboard new team members as required.

Operational Excellence

Oversee daily ticket workflows in HaloPSA, ensuring timely resolution and accurate documentation. Implement best practices for ticket categorisation, escalation, and automation. Monitor performance metrics and drive improvements in efficiency and customer satisfaction.

Customer Service & Escalation

Act as the primary escalation point for complex technical issues. Maintain high standards of communication and professionalism with clients.

Process & Continuous Improvement

Develop and refine helpdesk processes aligned with ITIL principles. Collaborate with other departments to improve workflows and service delivery.

Success looks like

SLA compliance and reduced ticket backlog.

High CSAT/NPS scores and positive client feedback.

A motivated, high-performing helpdesk team.

Continuous improvement initiatives implemented and documented.

What you'll bring

Must have

Proven experience managing an IT Helpdesk or Service Desk team within an MSP environment or Senior technical engineer/ Team leader looking to advance their career into Management. Strong technical background (Microsoft 365, Windows Server, networking fundamentals). Excellent leadership and communication skills. Familiarity with PSA/RMM tools (HaloPSA preferred).

Nice to have

ITIL Foundation certification. Experience with VoIP systems (Wildix PBX) and remote monitoring tools. Knowledge of automation and AI-driven service improvements.

Ways of working

Hybrid from Bishop's Stortford; occasional client visits. Close collaboration with Technical Leads, Project Managers, and vendors.

Tools & platforms you'll encounter

HaloPSA

- Helpdesk & Project Management Solution. Microsoft 365 (Exchange Online, SharePoint, Teams), Windows Server/AD. Wildix Collaboration/PBX (VoIP System).
Job Type: Full-time

Pay: 45,000.00-55,000.00 per year

Benefits:

Company events Company pension On-site parking Private medical insurance Work from home
Work Location: Hybrid remote in Bishop's Stortford CM23 5NZ